IT Service Center Specialist

Position Summary

Join the IT Service Center as an IT Service Center Specialist, where you'll provide frontline technical support to students, faculty, and staff while making a direct impact on the campus community. This is a full‑time position with a comprehensive benefits package, including health, dental, retirement, paid vacation, holidays, and tuition assistance.

The IT Service Center Specialist answers incoming IT service center requests, troubleshoots computers, assigns service requests to appropriate departments, escalates issues, and attempts to resolve problems at the first level by walking customers through the steps or assisting with remote management. The role also ensures just‑in‑time support for campus learning spaces and assists with service center operations, including test scoring within agreed‑upon SLAs.

• High school diploma or equivalent.
• Two or more years of prior customer service experience.
• Excellent written and verbal communication skills with the ability to support customers with a wide range of technical proficiency.
• Strong analytical and problem‑solving skills.
• Ability to develop creative solutions to technically challenging problems.
• Capable of working under considerable pressure while also managing multiple tasks and priorities.
• Motivated self‑starter; must be able to work independently and in a team setting.
• Ability to produce consistent, high‑quality results with significant attention to detail.
• Strong interpersonal, leadership, and team communication skills are essential; must be able to document processes, policies, and procedures in a timely basis.
• Aptitude to provide excellent technical support via phone, in person, or through remote management tools.
• Effective organization, time management, prioritization, follow‑up, and follow‑through skills.

• Prior experience using customer relationship management or work order ticketing systems.
• Two years of experience in a technical support role or an Associate's degree.
• Knowledge of Windows and Mac operating systems.
• Experience with Knowledge Centered Support and basic understanding of ITIL best practices.
• Higher education IT support experience.

Informed by its Catholic and Marianist mission, the University is committed to the dignity of every human being. We seek to increase diversity in all of its forms, achieve fair outcomes, and model inclusion across our campus community. The University is committed to policies of affirmative action designed to increase the employment opportunities of individuals with disabilities and protected veterans in compliance with the Rehabilitation Act of 1973 and Vietnam Era Veterans' Readjustment Assistance Act of 1973.