Technical Support Specialist

The Rollins College Information Technology Department is seeking a service and results-oriented Technical Support Specialist to join their team!

Providing our Community with Outstanding Experiences The Technical Support Specialist serve as the empathetic face of IT, delivering comprehensive technical support that prioritizes user confidence and academic continuity.

• Deliver a reassuring and skilled support experience by troubleshooting and resolving technical problems across hardware, software (Mac/Win), mobile devices, network access, and basic audio/visual assistance for classes and events
• Act as the welcoming and empathetic “front door” of IT by monitoring and triaging incoming calls, walk-ups, and tickets
• Prioritize support based on urgency and academic impact while setting clear expectations with every client
• Champion clear communication by leveraging our ITSM solution (TeamDynamix) to keep clients updated on their status, translating technical details into clear, understandable language, and routing complex issues to the right teams seamlessly
• Take ownership of the service lifecycle, responding promptly to requests and following up to ensure that solution actually solves the person’s core problem

Keeping our Technology Future Ready

Bridge the gap between current support needs and future technology standards by actively learning and testing solutions that keep our campus current

• Stay current with emerging technologies and industry best practices, applying new knowledge to improve campus-wide technology support and to inform the development of IT standards and policies
• Partner with the team to help plan, test, and launch campus-wide projects, including new installations and system upgrades

Building a Sustainable Team and Support Model

Foster a culture of shared knowledge and growth by mentoring student employees, documenting solutions, and collaborating across teams to build a sustainable support model

• Mentor and guide our student technicians, helping them build confidence and technical IT skills, in addition to soft skills
• Collaborate with the team to improve our Help Desk processes, with an emphasis on removing barriers and providing outstanding experiences to our campus in sustainable ways
• Leverage the team’s collective expertise by identifying complex issues early and pulling in backup, asking questions, and using our internal knowledge base
• Keep the team organized and connected by actively using our internal project, ticket, and communication platforms to document tasks, questions, and resolutions. Use reports and dashboards to manage workload and ensure everyone in the department stays on the same page
• Provide backup support to Event technicians, handling common support requests to ensure consistent service for our campus community

• At least one year of job-related experience and/or technical courses, certificates, training, or licenses, * Previous higher education technical support experience
• Familiarity with endpoint management solutions (SCCM, JAMF, Intune)
• ITSM/ITIL familiarity
• Familiarity with using ticketing systems for managing support requests
• Bachelor’s degree from an accredited University or College

Knowledge, Skills, & Abilities:

• Demonstrated customer service excellence
• Motivated self-starter, able to work both independently and collaboratively as part of a team
• Strong technical troubleshooting skills with hardware and software issues on Mac, Windows, and mobile devices, as well as related devices such as printers, scanners, webcams, etc.
• Patient and calm demeanor in stressful or high-pressure situations
• Excellent written and oral communication skills
• Strong attention to detail and time management skills

• This is a full-time appointment, scheduled to work 37.5 hours per week, 12 months per year, for a total of up to 1950 hours annually. Schedule will be discussed during the interview.
• Flexible schedules or overtime may be required to meet the demands of the academic calendars

Work Environment:

• This is a campus-based position working in Winter Park, FL
• Front-facing customer service position
• Primarily indoor environment which does require outdoor transit between buildings and occasional outdoor event support
• Physical activity includes walking across campus carrying or carting equipment, lifting up to 40 pounds, bending, stooping, stretching, and standing, * 15 Days - Paid Time Off (vacation, sick and personal time)
• 10 Days - Paid Holidays
• 5 Days - Paid College Closure Days
• Eligible for Medical, Prescription, Dental & Vision Insurances (within 30 days of hire)
• 100% Employer-Funded Health Reimbursement Account ($125+/month)
• 100% Employer-Paid Short & Long Term Disability Insurance
• Domestic Partner Benefits
• 11.5% Employer Retirement Contributions
• Discounted On-Campus Dining Meal Plans
• Free On-Campus Parking
• Free Access to Campus Amenities (gyms, pools, library, sporting events, and more)
• Free Full Tuition for Employees and their Families
• Pet Insurance
• 100% Employer-Funded Employee Assistance Program
• Flexible Spending Accounts
• Award-Winning Wellbeing Programs
• Plus More!

Additional Perks:

• Rollins College is conveniently located on multiple Lynx Bus Routes (Winter Park/Rosemont-9 & Winter Park/Springs Village-23) and within walking distance from the Winter Park SunRail Station
• Local & National Discount Programs, including Winter Park Locations (i.e. shops, restaurants, gift cards, and more)
• Free E-Training Courses & Professional Development Opportunities
• IT Software & Laptop Discounts (Apple, Lenovo, and more)
• College Bookstore Discounts
• Annual Service Awards & Recognition Programs
• Discover what it’s like to live in Orlando: Live, Work, Play and Learn
• Plus More!

Rollins offers a competitive hourly rate, along with our generous full-time benefits package!