IT Support Representative

The IT Support Representative is responsible for providing technical support for staff, faculty, and campus operations across all campuses by ensuring all computer systems, hardware, software, and technology resources remain fully operational. Serving as the primary point of contact for technical issues, this role handles troubleshooting, diagnostic, repair, and preventative maintenance to prevent disruptions to essential technology services. By effectively managing tasks through a centralized ticketing system, the IT Support Representative delivers timely, professional assistance that ensures reliable technology performance and supports the institution's daily operations.

Responsibilities

• Provide first-level technical support for employees, instructors, and administrative staff.
• Troubleshoot Windows desktops, laptops, printers, scanners, phones, and other office technology.
• Respond to IT support requests, document issues, and follow tickets through completion.
• Assist users with Microsoft Office applications, Microsoft 365, Google Workspace, email, file access, and common software issues.
• Provide remote and in-person support while maintaining excellent customer service.
• Follow up with users to confirm problems are fully resolved.
• Set up, configure, deploy, and maintain Windows workstations and laptops.
• Install and update approved software applications.
• Troubleshoot hardware issues including monitors, docking stations, keyboards, printers, and peripherals.
• Assist with computer replacements, upgrades, and equipment inventory tracking.
• Perform basic preventative maintenance, Windows updates, and system troubleshooting.
• Assist with creating, updating, disabling, and troubleshooting user accounts.
• Support password resets, login problems, account permissions, and access issues.
• Provide support for Microsoft 365 environments, including Outlook / Exchange Online, Teams, OneDrive, SharePoint, and Office applications.
• Provide support for Google Workspace environments, including Gmail, Google Drive, Shared Drives, user account troubleshooting, and basic Google Admin Console tasks.
• Maintain proper security practices when handling accounts, passwords, and sensitive information.
• Assist with basic Microsoft Windows Server troubleshooting and maintenance.
• Perform basic Active Directory tasks including user account troubleshooting, password resets, group membership changes, and permission troubleshooting.
• Understand basic server concepts including file shares, network drives, print services, and server connectivity issues.
• Perform basic troubleshooting of wired and wireless network connectivity.
• Understand basic networking concepts including IP addressing, WiFi connectivity, DNS/DHCP basics, network printers, and internet connectivity troubleshooting.
• Identify when issues need to be escalated to higher-level technical resources.
• Assist with classroom and office technology needs.
• Maintain accurate records of IT requests, repairs, and completed work.
• Document troubleshooting steps and solutions.
• Communicate clearly with both technical and non-technical users.
• Maintain confidentiality when working with staff, students, and business information.

• Minimum 1-2 years of IT support, help desk, computer repair, or related technical experience.
• Strong troubleshooting skills with Windows 10/11 computers.
• Experience supporting Microsoft Office, Microsoft 365, and/or Google Workspace environments.
• Basic familiarity with Windows Server and Active Directory environments.
• Understanding of user accounts, permissions, and password troubleshooting.
• Basic understanding of computer hardware and peripherals.
• Basic networking knowledge including WiFi, IP addresses, DNS, DHCP, printers, and internet connectivity.
• Ability to diagnose problems instead of only following scripts.
• Strong customer service skills and patience when assisting users.
• Ability to prioritize multiple requests in a busy environment.
• Dependable, organized, and able to work independently.

Preferred Qualifications

• CompTIA A+, Network+, Microsoft, Google, or similar certifications.
• Active Directory administration or user account management.
• Windows Server environments.
• Microsoft 365 Admin Center.
• Google Admin Console.
• Remote support tools.
• Help desk ticketing systems.
• Computer imaging/deployment.
• Antivirus and endpoint security tools.
• Backup systems.
• VoIP phone systems., * Help desk: 1 year (Preferred)
• Windows: 2 years (Preferred)

Pulled from the full job description

• Health insurance
• Vision insurance
• Dental insurance
• Life insurance, * Dental insurance
• Health insurance
• Life insurance
• Vision insurance