Kennesaw State University · 11 hours ago
IT Service Desk Associate
Kennesaw, GA
Full-time
Onsite
Entry Level
$17.42/hr - $20.05/hr
2+ years expKennesaw State University is one of the 50 largest public institutions in the country, committed to transforming lives through academic excellence and innovative research. The IT Service Desk Associate will provide technical support to users, resolving issues through various communication methods and ensuring quality service delivery.
Education
Responsibilities
Responds professionally to all customer inquiries in a timely manner using all relevant modes - telephone, email, ITSM ticket system, chat, video, or in-person
Attempts to resolve user issues on first contact using ITSM knowledge base, remote assistance tools, online resources, team collaboration and comprehensive troubleshooting
Thoroughly documents troubleshooting steps, collects required information, and properly categorizes all customer inquiries in the ITSM ticket system following established procedures
Navigates and resolves a broad range of undocumented/complex issues using experience and
Performs advanced troubleshooting, documents all work performed and collects appropriate data to resolve technical issues prior to resolution or escalation research to find solutions
Addresses user problems utilizing experience and research to find potential solutions
Routinely addresses advanced technical issues and escalates as appropriate
Communicates with customers in a timely manner and verifies that issues are satisfactorily resolved
Systematically interprets user problems and identifies solutions and possible side effects
Creates and maintains support documentation in the ITSM knowledge base
Assists customers at the Walk-Up Support Window with IT equipment checkout or with questions about campus hardware or software
Assists with providing timely campus communications regarding the operational status of systems and services
Mentors, trains, and handles escalations from other service desk and/or student staff
May direct student employees or step in for managers as needed
Ensures that solutions follow UITS and KSU policies and best practices
Qualification
Required
High school diploma or equivalent
Two (2) years of technical support experience, customer service experience or a combination of the two
Proficient ability to install, configure, troubleshoot, and support common desktop applications
Comfortable providing remote support using all available means, such as telephone, chat, video, in-person, and remote-assistance tools
Able to handle multiple tasks or projects at one time meeting assigned deadlines
Able to coach and mentor other staff and/or students
Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills
Self-motivated, team player, efficient and dynamic problem solver in a fast-paced high-volume environment
Excellent customer service skills with ability to de-escalate customer issues
Intermediate level of proficiency with computer applications and programs associated with the position such as Windows, Mac, mobile operating systems, Microsoft Office, and Adobe Creative Cloud
Strong attention to detail and follow up skills
Strong courteous and professional phone and e-mail etiquette
Preferred
An undergraduate or advanced degree from an accredited institution of higher education in a related field
Benefits
Comprehensive benefits to include Medical, Dental, Vision, 13 paid holidays, vacation, generous retirement plans, tuition waiver, wellness options, and much more!
Company
Kennesaw State University
Kennesaw State University is a public, coeducational, comprehensive university located in Kennesaw, Georgia
1001-5000 employees
H1B Sponsorship
Kennesaw State University has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (32)
2024 (30)
2023 (26)
2022 (19)
2021 (24)
2020 (43)
Funding
Current Stage
Late StageTotal Funding
$0.31MKey Investors
National Cemetery Administration
2024-06-17Grant· $0.31M
2022-03-02Grant
Leadership Team
Anna Bilyeu
Educational Technology Specialist/Project Lead with KSU iTeach
Steven Smalt
Accounting Professor
Recent News
News-Medical.Net
2025-11-23
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