Tier 1 Helpdesk Support (2 positions)

This service-oriented position is focused on being the initial point of contact for technical support for the Earlham Campus. This position serves as an integral part of the larger ITS team by identifying issues, assisting with support requests, escalating issues to senior IT Support staff, and continuing to build relationships with all offices across the Earlham Campus.

• 2 Positions Available
  • Position 1 (Part-Time) – Mon-Fri 10am – 3pm
  • Position 2 (Part-Time) – Mon-Fri 11am – 4pm
• Pay Rate: 15$ /hr.

• Respond to end user e-mails, tickets, walk-ins and phone calls in a timely manner.
• Create, update, and close customer tickets in KACE ticketing portal for every call answered.
• Provide First Call Resolution for end users and devices with proper escalation of tickets to Tier 2 when needed.
• Troubleshoot customer connectivity issues
• Maintain user credentials for Active Directory and key business applications
• Additional duties as required.

• At least one-year previous help desk, technical call center, or IT service desk experience
• Ability to maintain a calm composure and customer focus while troubleshooting and solving issues with frustrated end-users that may have little understanding of technology
• Knowledge in some or all of the following Areas: Zimbra, Office/Office365, iOS, MacOS, Windows, Classroom A/V Technology, network fundamentals and network printers.
• Demonstrate basic technical skills and experience solving problems
• Help the Customer Support team identify and document commonly occurring issues
• Ability to keep sensitive and confidential material private

• High School Diploma Required
• Technical background/experience preferred
• Any and all IT based certifications are a plus.

Please submit the following application materials in a single electronic file:

• Cover letter;
• Resume;
• Statement on Diversity: The Statement on Diversity should describe how your values and leadership frame or center Diversity, Equity and Inclusion (DEI) in your work.
• Contact information for three references.

All materials should be submitted to the Earlham College Office of Human Resources at: HR@earlham.edu.

Earlham College requires all employees to be vaccinated against COVID-19 or apply for and receive a qualified exemption within two weeks of the employment start date.

Earlham College is an Equal Opportunity Employer that seeks applications from candidates who contribute to diversity in terms of race, ethnicity, age, religious affiliation, gender, sexual orientation, gender identity, disability, and veteran status, among other distinctions and contributions. As a College with a Quaker identity, Earlham also is eager to solicit applications from members of the Religious Society of Friends (Quakers).

Earlham utilizes E-Verify to confirm employment eligibility for all newly hired employees within the United States.