IT Service Desk Support Specialist

About the role

This position serves as the first point of contact for IT support, providing customer-focused technical assistance to faculty, staff, and students. The IT Service Desk Support Specialist delivers support through phone, walk-in, and ticket-based channels, resolving basic technology issues and ensuring timely service and device readiness. To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described.

Responsibilities

• Serves as the first point of contact for IT support via phone, email, ticketing system, and walk-in service desk
• Troubleshoots and resolves common hardware, software, and account-related issues
• Images and configures devices to replace damaged and malfunctioning devices for employees and update system device documentation
• Guides users through basic troubleshooting steps and usage of IT systems and devices
• Receives, documents, prioritizes, and resolves all service request interactions, issues, and resolutions in the ticketing system
• Collaborates with ITS personnel to resolve issues, fulfills requests, completes projects, develops processes and procedures, and develops and maintains documentation
• Maintains device readiness for quick turnaround at service desk locations
• Coordinates warranty repairs and vendor service requests for laptops and equipment
• Assists employees in utilizing technology, end user devices, and applications to conduct College business processes
• Contributes to the internal and external knowledgebase articles related to technology

Knowledge, Skills, and Abilities

• Foster an open, collaborative relationship with faculty, students, and staff to identify IT-related services and support needs
• Demonstrate a focus on customer service skills and possess the ability to understand and clearly communicate technical specifications and general components of software, operations, and security to a wide variety of audiences
• Possess the ability to troubleshoot and resolve technical problems related to end user device hardware, software applications, network infrastructure, operations, and other IT disciplines
• Demonstrates a strong commitment to customer service, analytical problem-solving, and collaborative teamwork, with the ability to communicate clearly and effectively across diverse audiences.
• Possess strong verbal and written communication skills including the ability to read, analyze, and interpret technical documentation
• Demonstrate a basic understanding of computer networking principles
• Ability to push, pull, lift, or carry up to 50 pounds of equipment
• Valid Driver's license and approval required by the College’s liability insurance carrier.
• Will require travel to various sites within their region

Minimum Requirements

• High school diploma and six months of experience in support of end user devices and software applications including installing, troubleshooting, and configuring

Preferred Qualifications

• Associate degree in an information technology discipline
• Two years experience supporting an enterprise's help desk operation
• A+ Certification
• Experience utilizing Microsoft and Apple IT support tools