Technical Support Specialist II

The Technical Support Specialist I provides first-level IT and audiovisual support for Saint Leo University students, faculty, and staff. This role is responsible for resolving service requests, troubleshooting hardware and software issues, supporting Microsoft 365 and endpoint-managed devices, and assisting with classroom and conference room technology. The position delivers exceptional customer service, manages support tickets according to service level agreements (SLAs). Documents solutions and escalates complex issues when necessary., * Provide technical support via phone, email, remote sessions, and onsite visits.

• Troubleshoot and resolve hardware, software, network, and account-related issues.

• Manage and document incidents, service requests, and escalations through the IT service management system.

• Support Microsoft 365, Microsoft Entra ID, Exchange Online, and user account administration.

• Deploy, configure, and support Windows, macOS, mobile devices, printers, and peripherals.

• Assist with endpoint management using Microsoft Intune or similar platforms.

• Support classroom and conference room AV systems, videoconferencing technologies, and hybrid learning environments.

• Maintain technical documentation, knowledge base articles, and asset inventory records.

• Participate in root cause analysis and recommend service improvements.

• Assist with routine system maintenance, testing, and technology implementations.

• High school diploma or equivalent required; Associate degree in a technical field preferred.

• 1-3 years of experience in desktop support, help desk, or IT operations.

• Experience supporting Windows, Microsoft 365, Entra ID, Endpoint management platforms, and common networking technologies.

• Knowledge of audiovisual systems and videoconferencing platforms is preferred.

• Strong customer service, communication, troubleshooting, and problem-solving skills.

• Ability to manage multiple priorities in a fast-paced environment and adapt to new technologies.

ENVIRONMENT:

The work environment characteristics described here are a representation of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The term “qualified individual with a disability” means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of this position.

While performing the duties of this job, the employee is regularly required to communicate professionally in person, over the telephone, through email and other electronic means, move about the office and University, handle various types of media and equipment, and visually or otherwise identify, observe and assess. The employee is occasionally required to lift up to 10 pounds unless otherwise specified in the job description.

Pulled from the full job description

• Pet insurance
• 403(b)
• Health insurance
• Vision insurance
• Dental insurance
• Flexible spending account
• Life insurance, We are committed to providing our employees with the support they need. At Saint Leo, we offer an array of medical, dental, and vision packages as well as several add-on perks to make your benefits package truly customizable to you and your family needs. Available benefits based on employment status (Full Time vs Part Time).
• FREE Tuition - Employee, Spouse, and Dependents*
• Tuition Exchange Opportunity - Dependent of Employees*
• Generous Paid Leave - Sick, Vacation, and Holidays
• Comprehensive Group Health Plan (Medical, Dental, and Vision)
• Group Medical Plan includes Teledoc, Surgery Plus, Wellness Incentive Program and more!
• 100% Employer-Funded Health Reimbursement Account
• 100% Employer-Paid Short Term Disability Insurance
• 100% Employer-Funded Employee Assistance Program (healthcare and dependent options)
• Employer-provided life insurance
• Discounted On-Campus Dining Meal Plans
• Nationwide Pet Insurance
• Flexible Spending Accounts
• 403b Retirement Plan
• Wellness Center