Learning Commons & IT Support Specialist

The Learning Commons is the integrated hub for library, technology, and tutoring services at Delaware County Community College. The Learning Commons & IT Support Specialist provides front-line technology support at the Downingtown campus, including helpdesk assistance, equipment lifecycle work, audiovisual setup, and account support. The role also supports library circulation, reference triage, and test proctoring, and serves as a designated Test Proctor for placement exams, make-up testing, and accommodated testing. The position requires the ability to work independently with limited direct supervision, as well as part of a team. The Learning Commons IT Support & Customer Service Representative helps maintain a productive, respectful, and academically honest environment while keeping students and staff productive on College technology.

The Learning Commons & IT Support Specialist reports to the to the Senior Director of Learning Commons and participates in divisional activities, events, meetings, and trainings as necessary., IT Support and Technical Operations

1. Provide helpdesk support to students and staff via in-person, phone, chat, and video sessions, including password resets, Duo MFA enrollment, and basic account troubleshooting;
2. Image, configure, and prepare laptops and desktops for distribution and return, including BIOS updates and secure data wiping of returned equipment;
3. Set up and troubleshoot audiovisual equipment for classrooms, workshops, meetings, and campus events, including projectors, conferencing systems, microphones, presentation software, and hybrid learning technology;
4. Document all support activity in the College's IT service management platform and contribute to knowledge base articles and procedural guides;
5. Assist users with phishing awareness, multi-factor authentication, and protection of institutional data;
6. Escalate issues that require deeper troubleshooting, system access, or specialist knowledge to OIT;
7. Provide basic troubleshooting across Windows 11, macOS, iOS, and Android.

Equipment and Loaner Program Support

1. Issue and recover student loaner laptops and other technology equipment;
2. Maintain accurate inventory records and prepare returned equipment for redeployment.

Student Support and Reference Triage

1. Provide preliminary reference assistance, help students navigate academic databases, and answer informational inquiries;

2. Direct patrons in the location and use of library materials using the Library of Congress classification system;

3. Process official student identification cards in accordance with College security protocols. Circulation and Collection Maintenance

4. Check materials and equipment in and out using the College's Integrated Library System;

5. Shelve materials accurately and conduct regular shelf-reading audits;

6. Monitor and enforce Learning Commons policies to maintain a safe and equitable study environment.

Test Proctoring and Academic Integrity

1. Administer placement examinations, make-up exams, and accommodated testing, confirming testing hardware and software are functional before each session;
2. Coordinate accommodated testing in line with ADA requirements and faculty instructions;
3. Verify student identity and authorized materials;
4. Monitor testing environments to protect exam content and results.

General Operations

1. Participate in interactive, on-site meetings during normal business hours and on a regular basis; regular on-site Learning Commons office hours;
2. Adhere to regular and predictable attendance at work;
3. Performs other duties as assigned.

Do you have experience in In-person customer service?, Do you have a High school diploma or GED?, Minimum Experience: 1+ years' experience providing customer service to students in a school, library, or higher education setting, some prior experience of IT helpdesk, desktop support, or equivalent hands-on technology support.

Minimum Education: High School diploma from an accredited college or university in a related a field of study or an equivalent combination of related experience and education, training, or industry certifications; bachelor's degree preferred.

Pulled from the full job description

• Tuition reimbursement
• 403(b)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Flexible spending account, DCCC offers a great competitive salary, with an outstanding benefits package which includes: Medical, Dental, Vision, and Prescription Drug for all benefit eligible employees; College Paid Disability and Life Insurance; Flexible Spending Accounts; 403(b) Defined Contribution Retirement Plans (5% Employee Mandatory Contribution and a 10% Match by the College); Generous PTO, Holiday and Winter Break Schedule; Tuition Waiver & Tuition Reimbursement; and a Four (4) Day Work Week Each Summer; Professional Development Opportunities; and a Supportive Work/Life Balance Campus Environment. (Temporary and Grant-funded employees are not eligible for tuition reimbursement unless the specific grant supports such funding for these purposes.)