IT Support Specialist

This is a full-time position, 40 hours/week, typically M-F. Flexibility is required to meet the department's needs, including days, evenings, and weekend sessions.

Full-Time Exempt

High school diploma or equivalent required;
Associate’s degree in Computer Science, Information Technology, or related field preferred. Relevant IT certifications or up to one year ofrelated IT support experience may be substituted for the degree.

• Basic familiarity with cloud-based productivity tools (Microsoft 365), end-user devices, and common operating systems (Windows, macOS).

• Exposure to networking fundamentals (TCP/IP, basic LAN/WAN concepts) preferred.
• Current or in-progress industry certification (CompTIA A+ or equivalent) preferred.

The IT Support Specialist 1provides entry-level technical support for the college’s enterprise IT team, helping ensure reliable, secure technology services for students, faculty, and staff. This role focuses on frontline troubleshooting and customer service, working under the guidance of our senior IT staff while developing the technical skills needed to support the college’s mission of educational excellence and digital transformation.

Essential Duties and Responsibilities:

• Member of tier 1 support for end users in the campus community. Provide basic support for end-user applications including Exchange Online, Teams, SharePoint, and One Drive.
• Respond to and resolve service desk tickets, phone calls, and walk-up requests for hardware, software, and account issues, escalating complex issues to tier 2 support as needed.
• Assist the Infrastructure team with basic endpoint tasks, including device enrollment, configuration support, and Windows Autopilot deployment assistance.
• Perform routine patching, imaging, and software deployment tasks via MECM/SCCM for Windows and macOS devices under guidance from senior staff.
• Provide first-line troubleshooting and technical support for hardware, software, and network connectivity issues.
• Assist in maintaining technical documentation, knowledge base articles, and standard operating procedures.
• Provide basic technology orientation and support to faculty, staff, and students on common college systems and devices.
• Provide Audio/Video support for instructional Classroom equipment and other scheduled community Events.
• Support disaster recovery, business continuity, and audit readiness activities as directed.

Supervisory Responsibilities:
This position has supervisory responsibilities. ________
This position does not have supervisory responsibilities. ____X_____

To perform the job successfully, an individual should demonstrate the following competencies:

Continuous Learning – Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.

Job Knowledge – Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.

Use of Technology – Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.

Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Communications – Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits…