Help Desk Specialist (Fort Wayne, Indiana)

### Fort Wayne, Indiana

### Summary

The Help Desk Specialist plays a critical frontline role in delivering exceptional technology support to Trine University’s students, faculty, staff, and guests of the Brooks College of Health Professions in Fort Wayne, IN. This position is responsible for travel to branch campuses in Michigan, Arizona, and Virginia. The Help Desk Specialist provides friendly, knowledgeable assistance across a wide range of IT services—serving both remotely and in person. The role demands a proactive mindset, strong problem-solving skills, and the ability to thrive both independently and collaboratively in a fast-paced support environment.

This is a full-time, hourly role with a regular schedule of Monday through Friday, 7:00 AM to 4:00 PM, with occasional evening or weekend hours as needed (and compensated). The position reports to the Help Desk Assistant Manager

### Essential Duties and Responsibilities

• Provide end-user support via phone, email, remote tools, and in-person assistance for all campus-supported technologies.
• Monitor and manage Help Desk tickets: document progress, communicate with stakeholders, and ensure timely resolution following departmental guidelines.
• Troubleshoot and resolve issues related to hardware, software, network access, and peripheral devices.
• Install, configure, and support PCs, printers, software applications, and other hardware for end users and campus labs.
• Support personal devices used by faculty, staff, and students, including basic troubleshooting for privately-owned computers.
• Develop and maintain end-user documentation; deliver training and onboarding sessions for students, faculty, and staff.
• Provide on-site support at off-campus locations using university-provided vehicles.
• Deliver consistently high-quality service as reflected in customer feedback and service level metrics.
• Supervise morning student workers when the IT Services Assistant Mana