National Campus/ITO
P.O. Box 159
Kolonia, Pohnpei FM 96941

The Helpdesk Support Specialist serves as the first point of contact for IT support requests, providing technical assistance to faculty, staff, and students. This role is responsible for troubleshooting hardware, software, and network issues, ensuring timely resolution, and maintaining high levels of customer service. The specialist will also assist in documentation, training, and the overall improvement of IT support services.

1. Technical Support & Troubleshooting:
• Respond to helpdesk tickets, emails, and phone inquiries regarding IT-related issues.
• Diagnose and resolve hardware, software, and network connectivity problems.
• Escalate complex issues to higher-level IT staff when necessary.
2. User Assistance & Training:
• Provide step-by-step guidance to users on IT tools and applications.
• Assist with onboarding and training new employees on IT policies and systems.
• Develop and maintain user guides and FAQs for common technical issues.
3. Hardware & Software Support:
• Assist in the installation, configuration, and maintenance of computer systems and applications.
• Perform basic troubleshooting and maintenance of printers, projectors, and other peripherals.
• Support software updates, patches, and antivirus deployment.
4. Helpdesk & Documentation Management:
• Maintain detailed records of IT support requests and resolutions in the helpdesk system.
• Track recurring issues and suggest improvements to reduce future incidents.
• Generate reports on IT support trends and user needs.
5. Collaboration & Communication:
• Work closely with IT team members to coordinate issue resolution.
• Communicate IT updates, scheduled maintenance, and downtime to users effectively.
• Provide feedback on IT processes and recommend enhancements for better service delivery.

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• Minimum of 2 years of experience in IT support or helpdesk services.
• Strong knowledge of Windows, macOS, and commonly used applications (e.g., Microsoft 365, Google Workspace).
• Familiarity with basic networking concepts, troubleshooting tools, and remote support technologies.
• Excellent communication and customer service skills.
• Ability to manage multiple support requests and work efficiently under pressure.
• Certifications such as CompTIA A+, ITIL Foundation, or equivalent are a plus.

• May require occasional evening or weekend support for system maintenance or urgent issues.
• Some lifting and physical work may be required for hardware installation and troubleshooting.
• Possible travel to other COM-FSM campuses for IT support.

Foreign credentials must be equated to US standards using World Education Services at http://www.wes.org.

Interested candidates must submit the following documents:

1. A letter of interest addressing how the candidate’s professional qualification and experience match the minimum essential requirements of the position (not to exceed 3 pages);
2. COM-FSM application form (http://www.comfsm.fm/jobs/HRdocs/employment08.pdf );
3. A current resume which includes personal email address and cellular phone number;
4. Copies of college transcripts for all degrees earned;
5. A minimum of three professional reference letters under 6 months; and
6. Court report under 6 months old.

Documents are to be submitted electronically to hro@comfsm.edu.fm (preferably as PDF attachments) or mailed to:

Human Resources Office
College of Micronesia-FSM
P. O. Box 159
Pohnpei FM 96941

(U.S Postal Service domestic rates apply in the Federated States of Micronesia.)

Official copies of college transcripts are required to be sent directly from schools to HRO when a candidate is being considered.