Operations Support Analyst

Technology Support and Operations Specialist

Full Time Staff, Grand Rapids, MI, US

Are you a tech-savvy problem solver who loves helping people and enjoys a dynamic, multi-faceted workday? Aquinas College is seeking a Technology Support & Operations Specialist to join our team. In this unique position, you will serve as the heartbeat of our campus community—blending exceptional, empathetic frontline technical support with the vital administrative management of our campus mail operations.

• First-Point Resolution: Serve as the welcoming face and voice of IT support, fielding inquiries by phone, email, and in person with empathy, patience, and technical expertise.
• Incident Lifecycle: Utilize best practices in request, incident, and problem management to efficiently categorize, troubleshoot, and resolve hardware, software, and connectivity issues.
• Environment Optimization: Support, set up, configure, and troubleshoot the college desktop computing environment across offices and classrooms.
• Knowledge & Documentation: Actively contribute to and maintain the internal IT knowledge base, producing clear operational guides to empower user self‑service and improve team efficiency.
• Cross‑Functional
  
  Collaboration:
  
  Partner closely with broader IT teams—including Infrastructure and Application Services—to ensure a cohesive, world‑class support experience.
• Mailroom Operations: Oversee students who process all incoming and outgoing mail, including sorting, pick‑up, delivery, bulk mailings, international mail, and pre‑sorted services, while ensuring strict compliance with postal regulations.
• Student Leadership: Hire, schedule, train, and supervise a reliable team of student workers to handle daily operations smoothly and professionally.
• Equipment & Financial Integrity: Maintain the operational integrity of all postage equipment, troubleshoot vendor issues, and accurately collect, record, and deposit postage monies.
• Continuous Process Improvement – Innovation: Regularly assess, refine, and improve both Helpdesk and Mailroom workflows to reduce costs, boost operational efficiency, and elevate user satisfaction.
• Continuous Process Improvement – Adaptability: Perform other strategic duties as assigned to support the changing needs of the department and campus community.

Education & Experience:

• An Associate’s degree (or equivalent from a two‑year college or technical school) is preferred, or an equivalent combination of education and hands‑on experience will be considered.
• Professional certifications (e.g., CompTIA A+, Network+, Help Desk Institute, or similar) are highly preferred.

Technical &

Core Competencies:

• Foundational IT Knowledge:
  Strong general knowledge of technology systems, including proven experience with PC installation, printer support, and hardware/software troubleshooting.
• Customer Service Excellence:
  Commitment to empathetic, user‑first customer service through clear, responsive, and professional communication.
• Multitasking & Physical Stamina:
  Ability to seamlessly pivot between technical troubleshooting and administrative tasks, including the physical stamina required for mailroom operations and IT equipment handling.
• Accommodations:
  Must be able to perform the essential functions of the job with or without reasonable accommodations.

Aquinas College offers an excellent benefits package that includes affordable medical, dental, and vision plans, generous paid vacation each year, paid sick time and short‑term disability, and college‑paid life and AD&D insurance. Additionally, employees and their dependents are eligible for free tuition at Aquinas after one year of full‑time employment.

Aquinas College is an equal opportunity employer and an inclusive educational community rooted in the Catholic Dominican tradition. Aquinas College provides a liberal arts education with a global perspective, emphasizes career preparation focused on leadership and service to others, and fosters a commitment to lifelong learning dedicated to the pursuit of truth and the common good.