Position:
IT Helpdesk Technician
Type:
Full-Time
Date Posted:
July 10, 2025
Location:
Ankeny, Iowa
IT Helpdesk Technician
Position Details
Primary Duties and Responsibilities
- Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
- Diagnose and resolve basic hardware, software, and network issues.
- Provide support for Windows and Mac operating systems, Microsoft Office applications, printers, and other standard office technology.
- Assist with password resets, account unlocks, and other routine user account tasks.
- Document all support interactions, troubleshooting steps, and resolutions in the helpdesk ticketing system.
- Escalate complex issues to Tier 2 or Tier 3 support teams when necessary.
- Provide excellent customer experience and maintain a professional attitude in all communications.
- Follow established IT procedures and contribute to the creation and maintenance of knowledge base articles.
- This position will at times be responsible for a student IT technician.
Expected Hours
This position must maintain daily office hours of 8 am – 4:30 pm, and observe work days as outlined in the staff handbook, with the exception of events, which will require an adjusted work schedule. 40 hours per week, is the normal work week, for this position. However, during events, overtime, is to be anticipated.
Convictions and Character/Religious Qualifications
FBBC&TS seeks to maintain its theological and ecclesiastical identity as a Baptist institution of higher education. Therefore, we seek only to employ faculty whose beliefs, lifestyle, and convictions align with FBBC&TS’s religious positions. As such, all applicants must meet the following expectations:
- Applicants must agree without mental reservation with FBBC&TS’s foundational documents.
- Applicants must be Baptists in their beliefs and practice.
- Applicants must adhere to Biblical standards of morality and living.
- Applicants and/or their spouses must not be or ever have been divorced.
Knowledge, Skills, and Abilities
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The Ability to communicate professionally and explain (sometimes) challenging procedures and processes with multiple groups of people, including students and other employees.
- Must have the ability to explain to others’ things regarding basic technology.
- Experience with helpdesk ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Desk)
- Knowledge of basic trouble shooting steps.
- Familiarity with remote desktop support tools
- Technical understanding.
- Problem-solving.
Academic Qualifications
- Previous experience from other IT jobs.
- A 2-year college degree or equivalent experience.
- Technical training and various certificates are preferred.
|
ADA RELATED REQUIREMENTS |
0-24% |
25-49% |
50-74% |
75-100 % |
|
Seeing and hearing: Read documents, computer screen, answer phone, communicate in person |
X |
|||
|
Standing and walking |
X |
|||
|
Climbing, stooping, kneeling, and lifting |
X |
|||
|
Dexterity: Utilize phone, typing, and writing |
X |
CONFIDENTIAL INFORMATION
- This position has a fairly high access to confidential information.
- Before placing a person in this position, a background check is required.
application checklist
- Carefully read FBBC&TS’s foundational documents.
- Complete and submit your application to hr@faith.edu.
- Email your resume and/or curriculum vitae to hr@faith.edu.
- Complete the Predictive Index Assessment.
