Help Desk Technician, English/Bilingual Spanish

CampusWorks, Inc.

. Serve as the primary point of contact for students, faculty, and staff contacting the IT Help Desk .

Posted 11/9/2026full-timeRemote • United States, CanadaJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing Tier 1 IT support, including troubleshooting technical issues and managing service requests. Proficient in using help desk software and maintaining effective communication with diverse user groups.

Highest-signal resume keywords

Tier 1 SupportHelp Desk SoftwareTechnical TroubleshootingCustomer Service SkillsITIL Framework

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical Issue DiagnosisAccount ManagementPassword ResetsDesktop SupportClassroom Audiovisual Technology

Soft Skills

Interpersonal SkillsProblem-Solving SkillsCritical ThinkingTeamwork SkillsFlexibility

Tools & Technologies

IT Ticket Tracking SystemKnowledge Base ArticlesRemote Control SoftwareDatabases

Certifications & Qualifications

CompTIA ITF+CompTIA A+CompTIA Network+CompTIA Server+MCP

Industry Keywords

IT Help DeskService RequestsTechnical SupportUser-Owned TechnologyActivity Reports

About the role

Key responsibilities & impact

Serve as the primary point of contact for students, faculty, and staff contacting the IT Help Desk
Provide Tier 1 support for issues in a timely and professional manner
Troubleshoot and resolve Tier 1 issues, including password resets and account management
Follow the ITIL priority matrix to evaluate and prioritize service requests
Escalate complex issues when necessary
Create accurate and detailed tickets for every customer encounter
Collaborate with IT staff to resolve and manage unresolved tickets in the IT ticket tracking system
Use and adhere to knowledge base articles to resolve issues
Identify and report knowledge-base gaps and contribute to knowledge content with Director approval
Provide troubleshooting assistance for user-owned technology when possible
Generate and review activity reports
Diagnose and resolve technical issues through phone, email, chat, or in-person support
Coordinate with relevant departments
Perform other assigned duties

Requirements

What you’ll need

Ability to effectively communicate technical concepts with a variety of customer user types
Ability to quickly diagnose and resolve technical issues
Ability to understand and follow oral and written instructions and protocols
Ability to adhere to set schedules, meet deadlines, and cover shift patterns
Ability to work with minimal supervision
Ability to work remotely in a dedicated, private, secure space with reliable internet access
Working knowledge of help desk software, databases, and remote control
Strong interpersonal and customer service skills
Strong problem-solving and critical-thinking skills
Strong teamwork skills
Flexibility to work a variety of shifts with minimal notice
Willingness to learn new technologies and systems
Willingness to learn and work in a team environment
High school diploma or equivalent
Minimum of one-year related experience supporting personal computer hardware, software, peripherals, servers, printers, scanners, and classroom audiovisual technology
Professional IT certifications such as CompTIA ITF+, A+, Network+, Server+, MCP, etc. (preferred)
Associate’s degree or bachelor’s degree in computer science or a related field (preferred)
2-5 years of related desktop experience (preferred)
English required for English role
Spanish required for bilingual-Spanish role

Benefits

Comp & perks

Competitive pay
Robust benefits for full-time employees
Professional development opportunities
Opportunity to work onsite and remotely with clients across the United States and Canada
Virtual and onsite workplace
Work from home offices and at client sites
Full-time and part-time 1099 consulting career opportunities
Flexible work arrangements
Work-life balance
Charitable fundraising initiatives