Help Desk Support / Help Desk Analyst

Job not on LinkedIn

🔥 35 minutes ago

🏈 Alabama – Remote

🏈 Alabama – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Ottawa University

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1865

📚 Education

🏥 Healthcare

☁️ SaaS

Education • Healthcare • SaaS

Ottawa University is a private university with residential campuses in Ottawa, Kansas and Surprise, Arizona, plus additional online and professional campuses in regions including Kansas City and Wisconsin. It offers undergraduate and graduate programs across business, arts & sciences, education, nursing, physician assistant studies (MSPAS launching 2026), counseling, healthcare management, and doctoral (DBA) programs. The university emphasizes accelerated 8-week courses, transfer credit options, adult and graduate education, career development, athletics, and community partnerships. It holds accreditation from the Higher Learning Commission and operates student services, libraries, professional institutes, and online learning platforms.

📋 Description

• Provide technical support and troubleshooting to end-users from a remote location. • Resolve software/hardware/network issues, answer support requests, and ensure users have reliable access to the systems they need. • Respond to help requests via email, chat, phone, or help-desk ticketing system. • Troubleshoot problems with operating systems, software applications, hardware, and network connectivity. • Guide users through step-by-step solutions (remote desktop, instructions, or resources). • Escalate complex or unresolved issues to senior technicians or specialized teams. • Log and document each support request, resolution steps, and outcomes. • Maintain and update support knowledge bases, FAQs, or documentation. • Provide follow-up to ensure the users issue is resolved. • Occasionally assist with software installs, updates, or user account setups.

🎯 Requirements

• High school diploma (some jobs prefer associate degree or relevant certifications). • Basic to intermediate knowledge of operating systems (Windows, macOS), common software, and networks. • Familiarity with help-desk or ticketing tools (e.g. Zendesk, Freshdesk, ServiceNow). • Strong communication skills clear writing and ability to explain technical issues in simple terms. • Problem-solving skills, patience, and customer-service orientation. • Ability to work independently and manage time effectively in a remote environment.