What are the responsibilities and job description for the Help Desk Manager/Level One Support position at North Arkansas College?
We are seeking a dependable and customer-focused Helpdesk Manager to serve as the primary Level 1 IT support resource. This role is stationed at the front desk and is the first point of contact for all technical support needs, including walk-in requests, incoming calls, and IT Services email inquiries. The ideal candidate is an excellent communicator, has good working knowledge of IT concepts and systems, and can use familiar language to explain technical concepts.
Serve as the front-line support for all IT requests, including walk-ins, phone queue, helpdesk email, and ticketing system.
· Triage, prioritize, and troubleshoot basic hardware, software, and connectivity issues, escalating when necessary
· Monitor and manage the ticketing system, ensuring timely responses and adherence to service level agreements (SLAs)
· Review security alerts and escalate potential threats to the appropriate team members
· Document issues, resolutions, and trends to support continuous improvement
· Evaluate support processes, SLA performance, and workflows, recommending changes to improve efficiency and outcomes
· Other duties as assigned
Salary : $32,000 - $35,000