[Remote] IT Service Desk - Part Time

Note The job is a remote job and is open to candidates in USA. Ivy Tech Community College is seeking a part-time IT Service Desk candidate to provide remote technical assistance to students, faculty, and staff. The role involves resolving IT-related issues, managing incoming requests, and creating technical documentation while maintaining a professional demeanor and adhering to privacy regulations. Responsibilities Professionally answer inbound calls and respond to customer inquiries in a timely manner, resolving as many IT related issues as possible, escalating those unable to resolve, and routing non-IT calls to responsible department Expectation is to stay active in the call queue at all times unless otherwise directed by your supervisor Create and update technical documentation in the Knowledge Base for both internal and external consumption Provide technical and user support and guidance in a positive and cooperative manner, exhibiting friendly, professional demeanor at all times Process ServiceNow incidents and requests as directed, to ensure that they are resolved in a timely manner and within the Service Level Agreement (SLA) and that the communication documented within is complete and respectful Responsible for actively reaching out to supervisor for questions or escalation Provide input to IT Director on ways to improve operational efficiency, personal technical skills, and customer service skills of department Skills High School diploma or equivalent required Must be proficient with current hardware and software technology Must have a reliable, high speed home Internet connection Must possess good customer service and organizational skills, able to provide quality customer service in verbal or written form Must be able to maintain professional relationships with peers and superiors Ability to use discretion and confidentiality with access to sensitive data and local administrative access to all desktop equipment and data in the environment for the purpose of support Must be dependable and show initiative in all activities Ability to stay calm in stressful situations, and able to handle multiple competing priorities Ability to create and maintain documentation Must be willing to seek and undertake additional training and/or earn industry standard certifications as needed Must be willing to work nights and weekends as needed, must be willing to travel as necessary Must demonstrate ability to promote an inclusive environment that reflects the broad diversity and backgrounds represented by our students and employees and which every individual feels respected and valued Associate Degree in IT related field and/or relevant certifications preferred Experience in a higher education environment is desirable Benefits Access to a comprehensive vision care plan with low-cost exams and allowances for glasses or contact lenses Employee Assistance Program offering no cost confidential counseling sessions, legal consultations, financial planning consultations, and other resources All employees can contribute pre-tax or post-tax dollars through payroll deduction to build retirement savings Fee remission for employees, spouses, and legal dependents. Company Overview Ivy Tech Community College of Indiana is a school. It was founded in 1963, and is headquartered in Indianapolis, Indiana, USA, with a workforce of 5001-10000 employees. Its website is http//www.ivytech.edu. Company H1B Sponsorship Ivy Tech Community College has a track record of offering H1B sponsorships, with 10 in 2025, 8 in 2024, 6 in 2023, 11 in 2022, 7 in 2021, 5 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply To This Job