Help Desk Assistant Jobs in Decatur, GA (NOW HIRING)

About Us
Great universities inspire the very best in us. They nurture new ideas, fresh perspectives, and creative problem-solving. They challenge students to discover their passions - and to turn those passions into thriving careers that improve our world.
Columbus State University is exactly that kind of place. With exceptional facilities, ideal class sizes, and unique field experiences, our students have room to create. Here, every faculty and staff member is part of the educational process, actively mentoring students and championing each new step in their journey.
Located just 100 miles southwest of Atlanta, CSU is part of the University System of Georgia and offers a variety of benefits to full-time benefits-eligible employees and some of our half-time (or more) employees. Benefits that may be elected could include health insurance, dental insurance, life insurance, Teachers Retirement System (or Optional Retirement Plan), as well as earned vacation time, sick leave, and 13 paid holidays (if applicable). Also, our full-time employees who have been employed with us successfully for more than 6 months can be considered for the Tuition Assistance Program. Consider applying with us today!
Job Summary
The CSU Help Desk provides courteous, prompt, and accurate technical support to CSU students, faculty, and staff through in-person interactions, phone, email, and online requests (eQuest). This role is responsible for the initial assessment, triage, research, and resolution of Tier 1 technical issues related to hardware, software, mobile devices, and infrastructure components, ensuring timely and effective problem resolution. Help Desk student assistants deliver high-quality customer service across all channels, support classroom environments through Tier 1 troubleshooting of audiovisual (AV) technologies to minimize instructional disruption, and administer and optimize the AI chatbot on the Druid platform to ensure accurate, policy-aligned responses for faculty, staff, students, and prospective students.
The ideal candidate is dependable, adaptable, and eager to learn, with strong written and verbal communication skills and a commitment to providing excellent customer service.
Responsibilities

• Provide excellent customer service to faculty, staff, and students through virtual platforms, in-person interactions, and via phone and email communications.
• Troubleshoot Tier 1 technical issues on mobile devices, computers, and software, providing timely support and basic problem resolution.
• Respond to classroom service requests to deliver Tier 1 troubleshooting and support for audiovisual (AV) technology issues, ensuring minimal disruption to instruction.

• Administer and optimize the AI chatbot on the Druid platform, ensuring users receive timely, accurate responses aligned with established policies and best practices for faculty, staff, and students and prospective students.
• Deliver continuous technical support by creating clear, user-friendly documentation tailored for both internal UITS staff usage and university community, including faculty, students, and staff.
• Manage inventory of office supplies and help desk technology, ensuring accurate tracking, timely replenishment, and alignment with operational needs.
• Maintaining complete records of daily activities, problems, and remedial action taken in a ticketing database.
• Provide front-line support for Microsoft 365 applications (e.g., Outlook, Teams, OneDrive, Word, Excel, and SharePoint), assisting users with troubleshooting, account access, and basic functionality; deliver informal guidance and training to end users to improve adoption, productivity, and effective use of university-supported tools.
• Actively participate in a structured student progression program that builds technical, customer service, and operational competencies over time; demonstrate continuous skill development by advancing from basic ticket triage and front-line support to more complex troubleshooting, documentation, and project-based responsibilities while maintaining high service standards.
• Other duties as assigned.

Required Qualifications
Minimum qualifications include a 2.5 GPA and excellent verbal and written communication skills.
Preferred Qualifications
Customer service and technical experience is preferred.
Proposed Salary
The salary is commensurate with education and experience. This position will work up to 25 hours per week.
Required Documents to Attach

• Resume
• Cover Letter

Contact Information
If you have any questions, please contact the Human Resources Office at 706-507-8920 or e-mail to hr@columbusstate.edu.
USG Core Values
The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct .
Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653 .
Institutional Values
Excellence: Actively engaging outstanding methods in teaching, academic discovery, creative pursuits, student success, cultural enrichment and the overall campus community.
Creativity: Pursuing distinction through inquiry and innovation, challenging convention and focusing on solutions.
Engagement: Dynamic civic involvement and participation of students, faculty, staff and alumni in the university experience.
Sustainability: Advancing fiscal responsibility, well-being, innovation, lifelong learning and environmental stewardship.
Inclusion: Cultivating and championing a campus environment that welcomes diverse backgrounds, ideas, perspectives and practices.
Servant Leadership: Leading through ethical empowerment and service.
Conditions of Employment
All selected candidates are required to submit and successfully pass a background investigation to include reference checks and verification of academic credentials (if applicable). Other additional requirements may be required based upon specific position duties:

• A credit check completed for Positions of Trust and or approved departmental Purchase Card usage;
• Pre-employment drug testing for positions with high-risk responsibilities;
• Motor vehicle reports are required for positions that are required to drive a Columbus State University fleet vehicle or other vehicle designated as a fleet vehicle.

*Applicants for positions of trust may be asked to disclose criminal record history during the initial screening process and prior to a conditional offer of employment. *
For Faculty Hires : Final candidates will be required to provide proof of completed academic degree(s) as well as post-secondary coursework in the form of original transcript(s). Those candidates trained by a foreign institution will also be required to provide an educational/credential evaluation.
All employees are responsible for ensuring the confidentiality, availability, and integrity of sensitive information by exercising sound judgment and adhering to cybersecurity and privacy policies during their employment and beyond. Additionally, all members of the USG community must adhere to the USG Statement of Core Values must also be aware of and comply with the Board of Regents policies on Freedom of Expression and Academic Freedom .
To be considered for a Student Assistant position, the applicant must be a current Columbus State University student, taking at least six (6) credit hour courses per semester. "INDEED2019job" "INDEED2019job"
Equal Employment Opportunity
Columbus State University is proud to be an equal employment, equal access, and equal educational opportunity institution. It is the policy of our institution to recruit, hire, train, promote and educate persons without regard to race, color, national or ethnical origin, age, disability, gender, religion, sexual orientation, gender identity or veteran status as required by applicable state and federal laws.
Special Applicant Instructions
Visit Columbus State University's online Careers portal to drive your career with us! The online applicant system provides you with the ability to review job opportunities and apply to those that you are interested in and feel qualified for. Each job posting has a summary description of the position and required qualifications. All job applications must be submitted through the online portal system.