Information Technology Support Specialist

West Piedmont Higher Education Center’s mission is to be a premier center of learning that provides access to academic degrees, credentials and professional learning experiences in high-quality learning environments to prepare students for regional and statewide career opportunities and participation in collaborative, positive community change, promoting regional economic prosperity and community transformation., The primary goal of this entry-level position is to provide professional, timely, and high-quality technical support to all users, including staff, customers, partners, and students, while ensuring a positive customer experience., * Respond to Help Desk and Level 1 technical support requests from users.

• Troubleshoot hardware and peripherals, including laptops, desktops, monitors, printers, phones, keyboards, mice, and docking stations.
• Install, configure, and maintain software and perform routine security updates.
• Analyze and resolve operating system issues in Windows and macOS environments.
• Resolve basic network and Wi-Fi connectivity issues.
• Set up and configure agency-owned laptops, desktops, and mobile devices.
• Set up and maintain user profiles, email accounts, passwords, and access.
• Assist with documenting IT processes and procedures.
• Document technical incidents, troubleshooting steps, and resolutions.
• Escalate complex technical issues to senior IT team members or the IT Director in a timely manner.
• Perform other duties as assigned by the supervisor or IT Director.

Work Hours: Part-time wage position, limited to a maximum of 29 hours per week. Monday-Friday: 12:00 p.m.-5:00 p.m. Saturday: Emergency coverage as needed.

• Technical proficiency with Windows and macOS operating systems.
• Proficiency with Microsoft 365 applications, including Word, Excel, PowerPoint, Outlook, Teams, OneDrive, and SharePoint.
• Experience troubleshooting hardware, software, and peripheral issues.
• Experience installing, configuring, and maintaining software.
• Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi troubleshooting.
• Familiarity with directory services, such as Active Directory.
• Knowledge of IP security and desktop security best practices.
• Ability to analyze, research, and resolve technical problems effectively.
• Strong problem-solving and critical-thinking skills.
• Ability to provide professional, positive customer service.
• Effective verbal and written communication skills, including the ability to explain technical concepts clearly to nontechnical users. Ability to work independently and collaboratively as part of a team. *

Additional Considerations

• One to two years of hands-on technical support or Help Desk experience is preferred.
• Experience supporting Linux operating systems.
• Relevant technical certifications, such as CompTIA A+ or IT service management (ITSM) certifications.