IT Support

Stanbridge University is seeking a skilled, service-oriented End-User Desktop Support Technician to provide responsive, hands-on technical support to faculty, staff, and students across the university environment. This position serves as a frontline resource for desktop, classroom, audiovisual, hardware, software, and connectivity support while helping ensure reliable day-to-day technology operations across campus.

About the Role

This is a highly hands-on position that combines traditional end-user support with technology deployment, equipment installation, cabling, classroom and office setup, audiovisual support, and facility technology projects. The successful candidate will be comfortable moving between troubleshooting at a workstation and physically installing or relocating technology equipment. The ideal candidate is technically capable, dependable, customer-focused, and willing to take ownership of both routine support requests and the physical work required to maintain and deploy technology throughout a university campus.

Responsibilities

• Provide timely, professional technical support to faculty, staff, and students through phone, email, support tickets, and in-person requests.
• Install, configure, maintain, and troubleshoot desktop and laptop computers, monitors, docking stations, keyboards, mice, printers, phones, and other end-user peripherals.
• Diagnose and resolve hardware, software, operating system, application, connectivity, and system-performance issues.
• Support Windows 10/11, Microsoft 365 applications, Google Workspace/Admin environments, Chrome OS, Zoom, Box, and other university-supported technology.
• Troubleshoot basic network and connectivity issues, including TCP/IP, IP addressing, wired and wireless connectivity, and network-connected devices.
• Deploy and maintain standardized Windows images using Windows Deployment Services (WDS) or comparable imaging and deployment technologies.
• Perform hardware upgrades, replacements, and repairs, including memory installation, peripherals, workstation components, and other system enhancements.
• Support Microsoft Active Directory functions related to user accounts, computer accounts, permissions, and basic access management.
• Install, configure, deploy, relocate, and troubleshoot computers, monitors, printers, phones, audiovisual equipment, cameras, displays, and other technology equipment across university facilities.
• Set up and support classroom audiovisual and instructional technology, including displays, presentation equipment, conferencing technology, cameras, and related systems.
• Perform hands-on technology installation and infrastructure support, including running, routing, organizing, securing, labeling, and troubleshooting network, telephone, audiovisual, and other low-voltage cabling.
• Assist with technology build-outs, office moves, classroom setups, workstation deployments, and new facility installations.
• Set up and configure employee workstations, offices, classrooms, conference rooms, and other university spaces.
• Assist with large-scale technology deployments and facility transitions, including equipment staging, unpacking, installation, testing, troubleshooting, inventory, cable management, and post-installation support.
• Move, unpack, assemble, install, and organize computers, monitors, peripherals, cabling, and other technology equipment as required.
• Assist with inventory management, equipment tracking, preparation, deployment, collection, and distribution of university technology assets.
• Document incidents, troubleshooting steps, resolutions, equipment activity, and other support information in accordance with IT procedures.
• Manage assigned incidents and service requests from initial intake through resolution or appropriate escalation.
• Escalate complex technical issues to appropriate IT team members while maintaining clear communication with end users.
• Maintain clean, organized, and safe technology workspaces, equipment storage areas, cabling installations, and deployment areas.
• Collaborate with IT team members on technology deployments, upgrades, maintenance activities, campus projects, and other departmental initiatives.
• Perform other related duties as assigned.

Requirements

• 1–2 years of hands-on desktop support, help desk, technical support, end-user computing, or comparable IT experience preferred.
• Strong working knowledge of Windows 10/11 operating systems.
• Proficiency with Microsoft 365, including Outlook, Word, PowerPoint, and Excel.
• Experience troubleshooting desktop and laptop hardware, peripherals, operating systems, and common business applications.
• Familiarity with Microsoft Active Directory, including basic user and computer account administration.
• Experience supporting common hardware platforms, including Dell, Lenovo, and Chromebooks.
• Working knowledge of TCP/IP, IP addressing, wired and wireless connectivity, and basic network troubleshooting.
• Familiarity with Google Workspace/Google Admin, Chrome OS, Zoom, and Box preferred.
• Experience with Windows Deployment Services (WDS) or comparable device imaging and deployment technologies preferred.
• Experience with classroom technology, audiovisual systems, cameras, cabling, or workstation deployments is preferred.
• CompTIA A+, Network+, or comparable technical certifications preferred; equivalent practical experience will be considered.
• Strong analytical, diagnostic, and problem-solving skills.
• Ability to prioritize multiple support requests and manage incidents through resolution.
• Strong written and verbal communication skills with a demonstrated commitment to customer service.
• Ability to explain technical information clearly and professionally to users with varying levels of technical proficiency.
• Ability to work collaboratively as part of an IT team while independently managing assigned responsibilities.
• Ability and willingness to perform hands-on installation, deployment, cabling, equipment movement, and other physical technology support responsibilities.
• Ability to work effectively in a fast-paced academic environment with changing priorities and frequent interruptions.

Schedule

This is an onsite position requiring regular physical presence on campus.

• Typical shifts may include 6:00 a.m.–3:00 p.m. or 10:00 a.m.–7:00 p.m., with shift assignments and schedules varying based on departmental and university operational needs.
• Flexibility in scheduling is required. Shift start and end times may vary depending on technology support needs, projects, deployments, and campus operations.
• Early mornings, evenings, and weekend work may be required for technology deployments, maintenance, campus events, facility projects, office or classroom moves, and other operational needs.
• Overtime may be required during periods of increased activity, major technology deployments, facility transitions, or other university operational needs.
• Reliable and punctual attendance is essential due to the position's responsibility for onsite technology support and scheduled deployment activities.

Pay

$21.00–$23.00 per hour. Compensation is based on education, experience, technical expertise, and internal equity considerations.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Exciting university events
• Seasonal motivational health and wellness challenges
• Work/Life Balance initiatives
• Onsite wellness program / Staff Chiropractor

Work Environment

• Work is performed across office, classroom, lab, conference room, technology storage, and other campus environments.
• This is a hands-on technical support position requiring regular movement throughout university facilities and is not limited to work performed at a desk or computer workstation.
• Duties may involve working around desks, workstations, equipment racks, cabling, audiovisual equipment, cameras, computers, and other technology infrastructure.
• Work may include technology installations, office and classroom moves, equipment deployments, cable management, equipment staging, workstation setup, and other physical technology activities.
• The position may periodically work in areas associated with facility build-outs, moves, installations, or technology deployments where dust, equipment, packaging materials, and construction-related activity may be present.
• Work may require moving between multiple campus areas throughout the workday to respond to technical support needs.
• Subject to frequent interruptions, changing priorities, support requests, equipment noise, and demanding project timelines.

Physical Demands

• Regularly sits, stands, walks, bends, kneels, crouches, reaches, and works in and around desks, workstations, classrooms, offices, and technology equipment.
• Physical ability to perform hands-on installation, maintenance, troubleshooting, deployment, and relocation of computers and other technology equipment.
• Ability to access cabling, equipment, and technology components located under desks, behind workstations, above or below standard working heights, and in other installation areas.
• Ability to safely lift, carry, push, pull, position, and/or move computers, monitors, printers, audiovisual equipment, boxes, and other technology equipment weighing up to 50 pounds as needed.
• Ability to run, route, organize, secure, and manage network, telephone, audiovisual, and other technology cabling.
• Ability to use electronic keyboards, standard office equipment, basic hand tools, and equipment commonly used for technology installation and support.
• Effective verbal communication via phone and in person.
• Ability to read equipment labels, technical documentation, and fine print; operate computers and related equipment; and understand verbal communication in environments with normal workplace background noise.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.