IT Customer Support Specialist

About the Organization At Vaughn College, our mission is to educate and train future leaders in the futureproof fields of engineering and technology, management and aviation. The college strives to provide a dynamic learning environment built on our aeronautical heritage that inspires a diverse and committed community of students to achieve success as leaders in the industries we serve. Just minutes from Manhattan, Vaughn College is in the heart of New York City in Queens, NY, adjacent to LaGuardia Airport.

Queens is one of New York's most fascinating boroughs and has been ranked as the 'number one' US travel destination and the nation's single most diverse county.
What separates Vaughn College from other institutions is our uniquely committed faculty who come to the classroom with extensive experience in such fields as engineering, manufacturing, aviation, management and communications. Working closely with the industries we serve, Vaughn has developed rigorous curricula that incorporate the latest technology as well as the knowledge you need to succeed in your chosen profession.
We provide traditional degrees as well as professional, technical and certification programs that prepare our graduates for successful careers. Most importantly, a degree from Vaughn College provides the critical, analytical and communication skills that form the foundation for a lifetime of success. Our graduates have gone on to become leaders in many major industries. More than 98 percent of our graduates are employed or continue their education, 78 percent in their field of study, within one year of graduation.
Vaughn College has a six-acre campus and is convenient to major transportation routes. As part of the institution's strategic plan, a 200-bed residential hall has been built, enabling students to live and pursue their chosen field of study on campus.

The IT Customer Support Specialist is the primary on-site IT resource for Vaughn College’s students, faculty, and staff, delivering exceptional customer service and first-contact technical support. The role resolves everyday technology issues—computers, peripherals, classroom and audio-visual equipment, phones, software, and the student information system (SIS)— works closely with the Director of IT Infrastructure, and partners closely with the College’s managed service provider (MSP), escalating network, infrastructure, and complex system issues as needed.

We are seeking a customer-focused technician who thrives in a busy, multi-user environment and is passionate about helping students succeed.

• Serve as the first point of contact for student IT support—at a walk-up helpdesk and in person across campus—resolving issues with computers, laptops, peripherals, classroom technology, audio-visual equipment, phones, and software, whether in person, by phone, by email, or via remote support tools.

• Assist in evaluating technology issues and coordinate escalation of infrastructure, network, cybersecurity, enterprise application, and other complex technical matters to Open Approach or other technology partners as appropriate.

• Support established technology standards, procedures, and service delivery practices while maintaining accurate documentation of support activities and recurring issues.

• Log, track, and document requests in the ticketing system, and elevate network, infrastructure, and complex technical issues to the MSP and internal teams as appropriate.

• Support student accounts and access, including password resets and group membership, using Microsoft 365, Microsoft Entra  (Azure AD), and Active Directory.

• Assist students with the student information system (SIS), learning platforms, and other College…