User Support Specialist

Job Description:

Fulfills the mission of Norwich University by providing computing, technology, and telecommunication support for the Norwich community via email, walk‑ins, and telephone.

This is a 40 hour per week and 52 weeks per year 1.0 FTE position.

• Answers questions directed to the Help Desk accurately, concisely and in a timely fashion in accordance with the ITS Service Level Agreements.
• Installs, deploys, maintains, supports, and repairs computer hardware, peripherals, printers, data storage devices and specialty equipment.
• Provides networking support for a wide variety of computers, mobile devices, and other technologies.
• Assists in the maintenance of computer‑related hardware and supply inventory.
• Provides telecommunication support including minor VoIP management, telecom voicemail configurations, and password resets. Enters tier 2 tickets with the vendor.
• Provides student support which includes assisting undergraduate, distant and online graduate students.
• Provides tier 1 troubleshooting and support of technology in classrooms including projectors, A/V equipment, cabling, and systems.
• Assists with Large Scale technology changes and emergency support.
• Provides printer configuration, support, and management.
• Provides special event support including guest Wi‑Fi assistance, speaker liaison, and Audio‑Visual Support.
• Provides customer training on technology within current service catalog support.
• Provides before and after‑hour support for critical issues.
• Helps transition knowledge of customer requirements and implementation setup to ensure the understanding of how specific products are utilized in the learning environment and what future technical needs might arise.
• Seeks new features and assist customers in the integration and adoption of features to help ensure long‑term success.
• Assists with the development of references and other online materials supporting technical "how‑to"s.

• Maintains confidentiality of sensitive or private information.
• Communicates with employees, students, and others in a respectful and clear manner.
• Serves on University committees, councils, work groups or other designated bodies as assigned.
• Achieves, maintains proficiency in, and utilizes computers, telephones, and other job‑related equipment, including related systems and software.
• Speaks, reads and writes in English.
• Communicates by telephone, email, letter, in person, or other means or device.
• Performs other tasks as assigned by supervisor.

• Bachelor's degree or 2 years of IT support experience required.
• Experience in higher education setting preferred.
• Knowledge with Windows and Mac OS X operating systems.
• Proficiency in MS Office (Word, Excel, SharePoint, Teams, and Outlook).
• Able to sit, squat, reach, push, pull, and manipulate related equipment; lift 50 pounds; travel outdoors to various parts of the campus.
• Work some evening or weekend hours.

• Low level of exposure to noise, dust, fumes, vibrations, and temperature changes.

Norwich University is an Equal Opportunity Employer and is committed to providing a positive education and work environment that recognizes and respects the dignity of all students, faculty and staff. Reasonable accommodations will be made for the known disability of an otherwise qualified applicant. Please contact the Office of Human Resources at nuhr for assistance.

All candidates must be legally authorized to work in the United States without requiring immigration sponsorship, including but not limited to non‑immigrant visas such as H1B, STEM, or F1, now or in the future. A post offer, pre‑employment background check will be required of the successful candidate.

Our excellent benefit package includes medical, dental, vision, group life, and disability insurances, flexible‑spending accounts for health and dependent care, a 403(b) retirement plan with employer match, an employee assistance program, paid time off, use of the University pool and fitness center, and tuition scholarships for eligible employees and their family members. Some employees may qualify for the Public Service Loan Forgiveness Program on their Federal Student Aid Direct Loan balance.

For more information about our benefits, visit