IT Support Specialist

IT Support Specialist I – Converse University

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Reporting to the CIO, the IT Support Specialist I provides first level support through a courteous, helpful, unbiased and professional manner to students, faculty, and staff by installing, maintaining, and repairing all university supported hardware and software. Troubleshoot computer, application, network, and printer related problems, determine problem source, and advise on appropriate action. Take ownership of customer support issues and respond effectively until resolution.

Computer (80%)

• Install, maintain, and troubleshoot all internal and external software for Converse systems and peripheral devices including, but not limited to Windows and Mac devices, laptops, handheld devices and digital media devices.
• Troubleshoot and assess risk and provide solutions related to malware removal and anti‑virus.
• Resolve help‑desk tickets for faculty, staff, and students in a professional and timely manner.
• Install, troubleshoot, and problem‑solve standard and customized software.
• Update and maintain accurate data and inventory of all devices, assets, software and licenses.
• Communicate with internal and external customers in a positive, solution‑oriented manner.
• Communicate with outside vendors to procure pricing estimates on software and hardware on behalf of Converse.
• Track and route problems and requests, documenting resolutions.
• Identify and upscale situations requiring urgent attention.
• Test equipment that has been repaired prior to returning it to the user.
• Mentor student workers.
• Provide documentation and knowledge‑based articles on deployment, policies and procedures.

Multimedia (20%)

• Set‑up and tear down equipment for special events.
• Install and maintain all multimedia equipment when feasible.
• Provide assistance to departments and offices of the university with multimedia‑related issues.
• Maintain and update documentation on all multimedia equipment.

Minimum Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• Equivalency in other degree, certificates and 6 months‑1 year of experience accepted.

Preferred Qualifications

• Proven experience as an intern in a technology‑related field, help‑desk technician, or similar; minimum of 1 year experience preferred.
• Experience with Windows and Mac devices.

• Ability to provide technical support to users.
• Ability to explain technical concepts in non‑technical terms to faculty, staff and students.
• Be knowledgeable and keep current by reading, interpreting, and applying information on technological changes and updates.
• Knowledge of computer hardware and software.
• Basic network connectivity troubleshooting.
• Skill to prepare clear and concise written communications.
• Ability to research technical manuals and guides to respond to user questions; prioritize requests, organize, schedule, and coordinate a variety of activities and projects.
• Ability to learn new software and hardware packages.
• Adapt to changes in technology.
• Work independently and as a team member.
• Well‑grounded philosophy of honesty, integrity, and respect.
• Demonstrated ability to establish and maintain effective and collaborative working relationships with various constituents including both internal to the organization and with the public.
• Ability to work with and engage a diverse group of people.
• Ability to work independently yet value and support a team‑based environment.
• Demonstrated professionalism and positive attitude.

The IT support specialist I reports to the CIO and operates as part of the CT team but executing work for faculty, staff and students at Converse University. Under general supervision this specialist responds to and diagnoses problems through discussions with users. Work is characterized as solving known issues that can be escalated to a higher level when necessary (mid‑level). The work will be completed in an independent way.

The Specialist will oversee student workers.

Monday‑Thursday 8:00 – 5:00, Friday 8:00 – 1:00.
Display a willingness to work additional hours during the week and/or weekend, if required.

The preceding job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this classification. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

We believe that a diverse faculty and staff are essential to achieving academic excellence; thus, we strongly encourage applications from candidates from all racial, ethnic and cultural backgrounds.