What are the responsibilities and job description for the Help Desk Lead - Northwest Florida State College position at Northwest Florida State College?
Location: Niceville, FL Category: Professional Job Type: Full-time Posted On: Tue Sep 29 2026 Job Description:
Job Requirements:
Additional Information:
- Lead daily Help Desk operations and coordinate support activities for full-time and part-time Help Desk staff.
- Monitor ticket queues and ensure timely response and resolution of incidents.
- Serve as the primary escalation point for complex technical issues.
- Coordinate assignment of service requests and workloads among support personnel.
- Monitor service levels, response times, and customer satisfaction metrics.
- Develop and maintain Help Desk procedures, documentation, and knowledge base resources.
- Provide advanced troubleshooting for desktop, software, Microsoft 365, and account-related issues.
- Assist with training, mentoring, and onboarding of support staff.
- Analyze support trends and recommend process improvements.
- Coordinate communications regarding outages and technology changes.
- Support technology deployments, upgrades, and special projects.
- Serve as backup support for Help Desk personnel during staffing shortages.
- Perform other duties as assigned.
Benefits
- Health insurance for employee and dependent coverage available.
- College-paid basic life insurance for employee with additional coverage for employee and/or dependents at employee's expense
- College-paid retirement with 3% employee contribution to the Florida Retirement System (FRS)
- Optional dental and vision insurance at employee's expense
- Paid leave accrual (sick and vacation/annual leave)
- Paid time off for designated holidays, winter break, and spring break
- 36-hour, 4-day workweek (Monday - Thursday) available to many departments | 40-hour workweek | 34-hour workweek
- Free tickets to designated Mattie Kelly Arts Center and Raider Athletic events
Job Requirements:
- Associate degree in Information Technology or a related field preferred with 2-4 years relevant work experience. Equivalent combination of education and relevant experience may be considered.
- Experience providing customer support, technical support, or Help Desk services preferred.
- Familiarity with Microsoft Windows, Microsoft 365, and common enterprise applications preferred.
- Strong customer service, communication, and organizational skills.
- Demonstrated ability to assist, coach, or support team members in a collaborative environment preferred.
- Familiarity with ticketing systems, service management practices, and troubleshooting methodologies preferred.
Additional Information:
Classification: Professional I
Grant Funded: No
Location: Niceville
FLSA Status: Non-exempt
Application Deadline: Open Until Filled
Salary : $58,874 - $95,857