Service Desk Technical Support Specialist

Position: ITS Service Desk Technical Support Specialist
Location: Hillsdale

Position Title: ITS Service Desk Technical Support Specialist

Posting Number: S196P

Department: Information Technology Services

Position Type: Staff

Job Description: Location:
Washington, DC (within close proximity to Union Station); initial training required in Hillsdale, Michigan



Job Summary

Hillsdale College is seeking a skilled and customer-focused ITS Service Desk Technical Support Specialist to join our team in Washington, DC. This role combines the technical expertise and user empathy of an Information Technology Technical Support Specialist with essential classroom and event technology (e.g., audio/visual, Extron controls) support skills. The Specialist will provide high-quality technical support to faculty, staff, and students, providing guidance and resolving issues with computers, smartphones/tablets, networks, and classroom/event technologies.

Initial training will take place at Hillsdale Colleges main campus in Hillsdale, Michigan. Day-to-day, onsite support will be in the Colleges Washington, DC, office near Union Station. This role will also provide remote support via email, telephone, and video for the users at the Colleges other campuses.

The ideal candidate is a problem-solver with a strong information technology support background, excellent communication skills, and a commitment to delivering exceptional service in line with ITIL best practices for Service Desk operations, Incident Management, and Service Asset and Configuration Management as well as Hillsdale Colleges mission. Responsibilities include managing incidents and service requests, supporting classroom/event technology, and ensuring secure and efficient IT operations.
Essential Job Functions

Service Desk and Incident Management

• Serve as the first point of contact for IT-related issues, managing incidents and service requests on the Washington, DC campus as well as fielding general service requests from the Hillsdale, Michigan, campus in a Windows and Mac enterprise environment, following ITIL Incident Management processes.
• Troubleshoot and resolve hardware, software, and basic networking issues (e.g., desktops, tablets, printers, VoIP phones) to restore service quickly and ensure service availability.
• Log, categorize, and prioritize incidents and service requests in the Service Desk system, ensuring accurate documentation and timely resolution per ITIL guidelines.
• Escalate complex incidents to second-line support when necessary, maintaining clear communication with stakeholders.

Academic and Event Technology Support

• Provide rapid break/fix support for classroom technologies, including projectors, controllers, touch panels, screens, microphones, amplifiers, and speakers
• Assist with the basic installation of classroom/event hardware and software, adhering to standards and best practices as defined by the Academic Technology team
• Support online meeting platforms (e.g., Zoom, Microsoft Teams) for academic and administrative use, following ITIL Service Request Fulfillment processes.
• Track and manage classroom and lab equipment inventory, updating configuration records in accordance with ITIL standards.
• Provide support for events in the Van Andel Lecture Hall by setting up and testing mics, connecting and uploading presenters visual media, and assisting with video recording requests.

Problem Management and Solution Development

• Identify recurring issues and trends through ITIL Problem Management practices, collaborating with peers to investigate root causes and implement proactive solutions.
• Create documentation and how-to resources to promote user self-service and reduce repeat incidents, per ITIL Knowledge Management principles.

Operational Excellence

• Engage with faculty, staff, and students to understand concerns, observe workflows, and recommend improvements, aligning with ITILs customer-centric service approach.
• Build positive relationships with customers, vendors, and external contacts to share best practices and enhance service delivery.
• Communicate technical solutions clearly to non-technical audiences, ensuring alignment with ITILs emphasis on effective stakeholder communication.
• Work independently and collaboratively to support a diverse population, logging incidents and requests accurately in the Service Desk system.

Required Qualifications: Education and Experience

Associates or Bachelors degree in Information Systems, Computer Science, Digital Media, or a related field preferred, or

Minimum of 2 years of experience in a Service Desk or technical support role, with exposure to audio-visual or classroom technology support.

Other

Skills:

Other Skills

• Proficient in Windows Desktop OS installation, configuration, networking, and troubleshooting; basic proficiency in Mac OS and iOS support.
• Foundational understanding of TCP/IP networking and modern Wi-Fi connectivity methods, supporting ITILs technical service management requirements.
• Experience supporting and using Microsoft 365, Google G Suite, Box, and Service Desk tracking software, aligning with ITILs…