Full-Time IT Support Specialist

Job Description

The IT Support Specialist serves as a critical frontline resource for end-user support across the Colleges desktop computing environment. Acting as a single point of contact, this role ensures timely, professional resolution of technical issues while maintaining high standards of service delivery and system reliability.

The IT Specialist is responsible for initial ticket intake, triage, and escalation to Tier 2 or specialized support staff when necessary, ensuring efficient workflow and minimal disruption to users. Additionally, the role supports cloud-based endpoint management through Microsoft Intune and Azure Active Directory, assisting with device enrollment, compliance enforcement, and troubleshooting cloud-connected clients to maintain secure and consistent access across hybrid environments.

Primary Accountabilities

• Provide responsive technical assistance to students, faculty, and staff through in-person and remote support channels, ensuring timely resolution of hardware, software, and access-related issues.
• Triage, sort, and maintain service request tickets using the Colleges IT service management system, escalating to Tier 2 or specialized support staff when appropriate.
• Aid users with password resets, login troubleshooting, and account access issues across local and cloud-based systems.
• Install, configure, troubleshoot, and maintain desktops, laptops, and peripherals, including performing on-site analysis and corrective actions to ensure reliable functionality and security compliance standards.
• Manage cloud-connected clients via Microsoft Intune and Azure Active Directory, including device enrollment, policy enforcement, and troubleshooting hybrid identity issues.
• Collaborate with other IT Staff to maintain a secure and efficient desktop computing environment, including adherence to cybersecurity protocols and access controls.
• Absorb client lifecycle management, including imaging, deployment, decommissioning, and surplus preparation of IT assets.
• Support user onboarding and training initiatives by preparing devices, delivering orientation sessions, and assisting with technology adoption across campus.
• Maintain accurate inventory records for desktop systems, peripherals, and general electronic equipment, ensuring traceability and lifecycle tracking.
• Document all instances of equipment failure, repair, installation, and removal in accordance with IT asset management procedures.
• Perform other duties as assigned by the immediate supervisor.

Physical Demands

• Ability to sit, stand, or walk for extended periods of time.
• Ability to climb ladders and work in confined spaces, such as crawlspaces, ceilings, or behind walls when performing installations or maintenance.
• Manual dexterity and repetitive use of hands and wrists for operating small tools, computer components, keyboards, mice, and performing cable management.
• Ability to lift, carry, and transport equipment weighing up to fifty (50) pounds.
• Ability to read screens and printed materials, and communicate effectively in-person, via email, phone, and virtually.
• Ability to work occasional evenings/weekends and attend events as required.

Work Environment

• Professional and deadline-oriented environment in an educational setting.
• Regular Interaction with students, staff and guests.