IT Support Specialist

Monday-Friday, 8:00am to 5:00pm; occasional evening or weekend support for technology issues may be requested. General Description: The IT Support Specialist provides comprehensive hardware and software support for faculty, staff, and students at PLU. Core duties include the installation, maintenance, and upgrading of campus-wide technology in labs, classrooms, and offices, as well as resolving campus copier and printing issues. This role reports to the User Support Team Manager. Essential Functions and Responsibilities:

• Diagnose and solve problems with university-owned Windows and Apple computer equipment, including devices used in classrooms, labs and meeting spaces.
• Work with the User Support team to provide general user support for help desk tickets as needed.
• Support and maintain the campus printers/copiers, including driver installation, network configuration management, and coordinating repairs.
• Manage classrooms and lab computers, providing both hardware and software support when necessary. This includes providing updated asset information to appropriate staff in order to maintain hardware and software inventory as needed.
• Coordinate and provide both security and software patches (preventative maintenance) on all classrooms and labs as needed.
• Diagnose, research, and resolve installation and implementation problems with all supported software or equipment.
• Develop, maintain, and improve training materials, handouts and reference guides.
• Attend User Support weekly meetings and discuss ongoing issues/projects.
• Perform other user support duties as assigned by User Support Team Manager.

• Strong customer service skills.
• Excellent communication (written and oral), organization, and conflict-resolution skills.
• Ability to remain calm during times of increased activity and stress.
• Ability to prioritize assigned tasks, use critical thinking and problem solving skills.
• Knowledge of and commitment to diversity, equity, and inclusion.
• Ability to work both independently and with a team.
• Ability to quickly learn and problem solve in a constantly changing software environment.
• Ability to diagnose and resolve problems utilizing technical resources available on web and in print.
• Familiarity with operating systems including Windows and MacOS.
• Basic understanding of computer networks and related hardware and software., * Bachelor’s degree OR two years job related experience in software support on both Windows and Apple computers in a networked environment. Education may substitute for some experience.
• High school diploma or GED.
• Final applicants must satisfactorily complete a pre-employment background check., * Bachelor’s degree with coursework in computer science or business.
• Experience with working with a help desk ticket tracking system.
• Experience working in Windows Active Directory environment.
• Experience working in Jamf & PDQ mobile device management environment.
• Relevant software and OS certifications for working with Microsoft Windows and Apple products.
• Experience in higher education supporting students, faculty, and staff.

PLU is a small, private university where caring means more than kindness and consideration - it means a bold commitment to expanding well-being, opportunity, and justice. Because PLU is a community committed to the creation and advancement of knowledge through diversity and inclusion, the university actively recruits a diverse faculty, staff, and student body. PLU is an equal opportunity employer and welcomes applications from members of historically underrepresented and minoritized groups, women, veterans, persons with disabilities, and others who would bring broadly diverse perspectives, experiences, and backgrounds in educational, research or other work activities.

PLU offers an excellent benefits package including tuition remission for employees and their dependents, retirement plan, medical, dental, paid vacation and sick leave, major holidays off (including Christmas/New Year’s break), additional flexible time off, and many other great university benefits. PLU is a qualifying employer under the Public Service Loan Forgiveness Program as a 501©(3) tax-exempt organization.