IT Support Technician

The IT Support Technician plays a critical role in supporting Bluefield University’s technology operations by delivering responsive end user support while contributing to infrastructure reliability, identity management, and institutional security response. This position supports desktop and mobile technologies, assists with physical connectivity troubleshooting, participates in security alert response, and helps ensure continuity of technology services that support the academic and administrative mission of the University.

Job Description

The IT Support Technician plays a critical role in supporting Bluefield University’s technology operations by delivering responsive end user support while contributing to infrastructure reliability, identity management, and institutional security response. This position supports desktop and mobile technologies, assists with physical connectivity troubleshooting, participates in security alert response, and helps ensure continuity of technology services that support the academic and administrative mission of the University.

• Responds to support requests submitted through the University’s helpdesk system in a timely and professional manner.
• Provides on-site and remote technical support to faculty, staff, and students.
• Installs, configures, and troubleshoots desktop and mobile operating systems, productivity applications, and institutional software platforms.
• Prepares, deploys, remediates, and securely decommissions University-owned computers, mobile devices, printers, and peripherals.
• Maintains accurate records of hardware inventory and supports device lifecycle management.

• Assists with user account provisioning and access troubleshooting.
• Provides support for multi-factor authentication and application sign-on issues.
• Helps ensure appropriate and secure system access in alignment with institutional policies.

• Responds to security alerts escalated for review of user accounts or devices.
• Assists in evaluating flagged accounts and performing remediation steps when necessary.
• Documents actions taken and escalates complex issues according to established procedures.

• Assists with troubleshooting wired and wireless connectivity issues.
• Supports physical access point troubleshooting and basic wiring diagnostics.
• Assists in maintaining organized and functional technology work spaces and network connection points.

• Supports onboarding and orientation efforts by preparing user accounts, devices, and technology documentation.
• Contributes to documentation, knowledge base development, and process improvement initiatives.
• Collaborates with IT team members to support institutional technology continuity.

This position does not directly supervise employees.

• Associate’s degree or equivalent technical training in information technology, computer science, or related field.
• 1 to 2 years of experience in a helpdesk, desktop support, or IT support role.
• Strong troubleshooting skills with Windows and macOS environments.
• Familiarity with device imaging, software deployment, and account setup processes.
• Basic understanding of TCP/IP networking and wireless connectivity principles.
• Working knowledge of identity and access concepts including multi-factor authentication.
• Ability to document support procedures and technical resolutions clearly and accurately.
• Strong interpersonal and communication skills with a commitment to customer service.

• Experience supporting enterprise applications such as Microsoft 365 or learning management systems.
• Working knowledge of directory services and role-based access concepts.
• Familiarity with hybrid IT environments including on-premises and cloud systems.
• CompTIA A+, Network+, or equivalent certification.
• Experience with in a higher education technology environment.

This position is subject to at least an annual evaluation based upon the job duties, responsibilities, and functions as set forth above.

Bluefield University is a Christ-centered learning community developing servant leaders to transform the world. We are looking to hire employees who will embrace this mission.