University of Denver

Position Summary

As a part-time Help Center Support Specialist, you’ll be the friendly and knowledgeable face of the IT Help Center. You’ll work in person with students, faculty, and staff, assisting with technical support needs ranging from password resets to device troubleshooting and preparing loaner equipment. You’ll also support back-of-house operations, including imaging and configuring Macs and PCs, running diagnostics, and helping manage service center inventory.

This role requires a strong commitment to always maintaining customer privacy and data security, in line with company policies and compliance standards.

This role is ideal for someone who enjoys face-to-face support, is naturally curious, and thrives on solving problems with patience and professionalism.

This is a non-benefited position dependent on available funding and performance, not to exceed 1,000 hours in a calendar year.

Essential Functions

• Provide in-person technical support to students, faculty, and staff at the IT Help Center front desk
• Document tasks, resolutions, and updates in ServiceNow and assist with documenting support procedures and best practices
• Troubleshoot and resolve common device issues including hardware, software, and login problems
• Collaborate with Help Center and IT Customer Services team members to escalate or resolve complex issues
• Issue and help onboard faculty and staff with new computers, including initial setup and orientation
• Image and configure Macs and PCs for deployment using university tools and standards
• Perform diagnostics and basic hardware/software repairs under supervision
• Assist with managing and preparing loaner devices for distribution
• Accept obsolete or surplus university devices for secure disposal or recycling
• Take part in IT projects involving device deployment or support enhancements
• Support walk-up (in-person) users as needed
• Maintain a clean and organized workspace in the Help Center service area
• Mentor new Help Center staff under the guidance of the Help Center Lead
• Perform related work as required or assigned

Knowledge, Skills and Abilities

• Participates as a member of the IT Customer Services department and Information Technology division.
• Works collaboratively to resolve issues and provides a positive experience for the University community.
• Friendly, patient, and service-minded
• Comfortable working directly with people of varying technical skill levels
• Proactive problem-solver with a curious mindset
• Dependable and accountable in completing tasks accurately and on time
• Works well in a team-oriented environment

Required Qualifications

• High school diploma or GED
• Experience in customer service, help desk, or technical support roles
• Strong interpersonal and communication skills
• Comfort working with Windows and macOS devices
• Reliable, adaptable, and detail-oriented

Preferred Qualifications

• Associate’s degree or equivalent work experience
• Experience imaging or configuring computers in a managed IT environment
• Familiarity with ticketing systems such as ServiceNow
• Interest in technology troubleshooting and support
• Previous experience in higher education or a walk-up tech support environment

Working Environment

• The work environment is a university with cyclical periods of increased workloads with the possibility of moderate to high stress levels.
• The department is highly automated with attention paid to ergonomics and safety.
• The unit is one of several working collaboratively and cooperatively in a team-based organization.
• The position may require working irregular hours including both weekends and evenings.
• The work environment consists of surroundings with moderate noise levels and frequent contact with electrical devices.

Physical Activities

The physical demands described here represent those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions which include:

• Ability to sit in front of a computer for an extended period of time.
• Stand, walk, sit, use hands to handle or feel objects, tools, or controls; climb stairs; balance; stoop; talk or hear; walk up flights of stairs,
• The employee must occasionally lift and/or move up to 50 pounds.

Work Schedule:

• Part-time work schedule of approximately 20 hours per week.
• The position may require working irregular hours, including both weekends and evenings.

Application Deadline

Applications will be reviewed as they are received. For consideration, please submit your application materials by 4:00 p.m. (MST) July 11, 2025.

Special Instructions

Candidates must apply online through jobs.du.edu to be considered. Only applications submitted online will be accepted.

Hourly Range

The hourly range for this position is $20.00-$23.00.

The University of Denver has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The University may ultimately pay more or less than the posted compensation range. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate, departmental budget availability, internal salary equity considerations, and available market information, but not based on a candidate’s sex or any other protected status.

Benefits

The University of Denver offers some benefits for non-benefited employees. The University of Denver is a private institution that empowers students who want to make a difference. Learn more about the University of Denver.

Please include the following documents with your application:

1. Resume
2. Cover Letter

The University of Denver is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including sex stereotypes, sex characteristics, sexual orientation, gender identity, and gender expression), marital, family, or parental status, pregnancy or related conditions, national origin, disability, or status as a protected veteran. The University of Denver does not discriminate and prohibits discrimination on the basis of race, color, national origin, ancestry, age, religion, creed, disability, sex (including sex stereotypes, sex characteristics, sexual orientation, gender identity, and gender expression), marital family, and parental status, pregnancy, genetic information, military enlistment, or veteran status, and any other class of individuals protected from discrimination under federal, state, or local law, regulation, or ordinance in any of the University’s educational programs and activities, and in the employment (including application for employment) and admissions (including application for admission) context, as required by Title IX of the Education Amendments of 1972; the Americans with Disabilities Act; Section 504 of the Rehabilitation Act of 1973; Title VI and VII of the Civil Rights Act of 1964; the Age Discrimination Act of 1975; the Age Discrimination in Employment Act of 1967; the Equal Pay Act; the Colorado Equal Pay for Equal Work Act; the Colorado Protecting Opportunities and Worker's Rights ("POWR") Act; and any other federal, state, and local laws, regulations, or ordinances that prohibit discrimination, harassment, and/or retaliation. For more information, please see the University of Denver's Non‑Discrimination‑Statement.

All offers of employment are contingent upon satisfactory completion of a criminal history background check.