The Help Desk Assistant will perform basic office duties, provide
customer service, and support for the University. The University
Help Desk is a part of Information Technology Services .
Information Technology Services provides leadership and instills
confidence through exceptional technology and assistance to our
Information Technology Services consists of multiple teams who
support all faculty, staff and students as it relates to desktop
computing, applications, telecommunications, network, classroom
technology and other technical needs.
Typical duties include but are not limited to:
• Provide phone support to the FGCU community.
• Answer questions about hardware/software configurations.
• Remote Troubleshooting.
• Help with testing of new services.
• Record work in the Help Desk ticketing system.
• Performs other job-related duties as assigned.
Additional Job Description
High school diploma or equivalent.
Experience providing excellent customer service in person and over
Basic knowledge and understanding of computer use.
Open availability Mon-Fri 7:00 am – 10:00 pm and Saturday 8:00 am -
Previous experience in a help desk role in a higher education
Coursework or training in IT disciplines covering computer
applications, hardware, networking, systems or similar area.
Knowledge, Skills, & Abilities
Promote a common purpose consistent with stated University goals
and demonstrate a commitment to students and the learning
Possess the knowledge of general written standards and procedures
utilized, and have the ability to read, interpret, and follow
procedural and policy manual related to the job tasks.
Demonstrate the ability to respond to supervision, guidance and
direction in a positive, receptive manner and in accordance with
Provide quality customer service by creating a welcoming and
Present a professional image in word, action and attire.
Demonstrate professionalism in dealing with a diverse population
while understanding and respecting each other’s view of the world,
personalities and working styles.
Apply effective techniques to create working relationships with
others to achieve common goals; successfully communicates and
collaborates with others to achieve goals.
Demonstrate skills necessary to look at situations and processes
critically to make recommendations for improvement.