IT Support Specialist

IT Support Specialist

Reporting to the Senior Director of IT, IT Architecture and Operations, The Information Technology Support Specialist (ITSS) provides technical support to faculty, staff, and students, ensuring the smooth operation of campus technology systems and equipment. This role is responsible for supporting both MacOS and Windows environments, managing end-user accounts, and assisting with onboarding processes. The ideal candidate will be customer-focused, highly organized, and capable of diagnosing and resolving hardware and software issues in a fast-paced academic environment.

Reporting to the Senior Director of IT, IT Architecture and Operations, The Information Technology Support Specialist (ITSS) provides technical support to faculty, staff, and students, ensuring the smooth operation of campus technology systems and equipment. This role is responsible for supporting both MacOS and Windows environments, managing end-user accounts, and assisting with onboarding processes. The ideal candidate will be customer-focused, highly organized, and capable of diagnosing and resolving hardware and software issues in a fast-paced academic environment.

• Provide front-line technical support to end users via phone, email, and in person.
• Create, manage, and resolve support tickets in accordance with IT service standards.
• Support and maintain Apple macOS, Microsoft Windows, and mobile operating systems.
• Troubleshoot issues within Jamf, Google Workspace (G Suite), Microsoft 365, Microsoft Active Directory, and Microsoft Entra  (Azure AD).

• Diagnose and repair or coordinate replacement of failed hardware components on a variety of desktop and laptop platforms.
• Prepare, configure, and deploy IT equipment for new hires, including workstation setup, peripherals, and software installations.
• Present IT New Hire Orientation sessions to incoming employees.
• Provide technical assistance both remotely and on-site during normal business hours.
• Maintain detailed and accurate documentation for systems, procedures, and support activities.
• Escalate complex issues to senior IT staff or system administrators as appropriate.
• Contributes to CCAD's commitment to diversity and inclusiveness.

• Supports other members of the L&IT student workers in providing coverage for the department and maintaining its inventory and equipment.
• Trains and develops the skills of the L&IT student workers.
• Configures and deploys equipment including office moves and the set up and tear down of classroom and lab computing equipment.
• Provides support setting up and using audio/visual equipment for campus events.
• Contributes to team, organization, and College strategic goals.
• Collaborates with L&IT on building community and establishing the IT Helpdesk as a professional, approachable and helpful campus partner.

• Keeps abreast of new technology developments and makes recommendations for improvements.
• Pursues ongoing professional development opportunities and certifications.
• Represents CCAD and L&IT by attending or presenting at appropriate conferences and events.
• Participates in the life of the College by attending campus events such as gallery openings, student exhibits and invited speakers.

• Other duties or responsibilities may be assigned.

This job has no supervisory responsibilities.

• Active listening and empathizing with customer needs and challenges, in order to provide excellent customer service.
• Eagerness to explore and learn new technology.
• Proficiency with both macOS and Windows platforms.
• Ability to create clear, easy-to-understand multimedia documentation.
• Demonstrated effective oral, written, and interpersonal communication skills.
• Ability to set priorities and manage work and deadlines independently.

• Associate's degree in Computer Science or equivalent certifications in IT hardware and software support, or a related field, or relevant professional experience.
• Minimum of one-year experience in IT helpdesk or end-user technology support as a technician, technical…