IT Support Specialist, Operations

The IT Support Specialist - Operations supports the delivery of technology services across academic and administrative environments within a higher education institution. This role ensures that classroom and conference room technology is fully functional, oversees a student-run help desk, and manages the deployment and inventory of computing equipment. The position plays a key role in supporting teaching, learning, and campus operations through reliable and responsive IT services., Classroom & Academic Technology Support:

· Ensure all classroom technology including projectors, displays, instructor workstations, and peripherals is operational and ready for instruction.

· Provide support for instructional technology used by faculty during classes and events.

· Troubleshoot and resolve issues with audiovisual (A/V) systems in classrooms, lecture halls, and conference rooms.

· Ensure all software in labs is properly licensed and installed

· Perform routine inspections and preventative maintenance of classroom technology.

· Collaborate with faculty and academic departments to address technology needs and improve the classroom experience.

A/V & Conference Room Technology:

· Maintain and support A/V systems in conference rooms, meeting spaces, and event venues.

· Assist with setup and support for campus events requiring A/V technology.

· Coordinate repairs, upgrades, and replacements of A/V equipment as needed.

Student Help Desk Operations:

· Manage the day-to-day operations of the student-run IT help desk.

· Recruit, train, mentor, and schedule student employees to ensure consistent coverage.

· Develop student staff technical and customer service skills.

· Supervise ticket intake, triage, and resolution processes, ensuring service levels are met.

· Serve as an escalation point for complex or sensitive issues.

Hardware Deployment & Asset Management:

· Inventory, tag, and track incoming IT equipment, including computers and peripherals.

· Configure and deploy new employee workstations (faculty and staff), ensuring timely onboarding.

· Maintain accurate asset management records and documentation.

· Coordinate lifecycle management, including refresh, redeployment, and disposal of equipment.

End User Support:

· Provide technical support to faculty, staff, and students for hardware, software, and classroom technology.

· Troubleshoot issues related to desktops, laptops, mobile devices, and peripherals.

· Support onboarding of new employees by ensuring their technology is fully functional on day one.

· Create and maintain user documentation and knowledge base articles.

· Associate’s or Bachelor’s degree in Information Technology, Educational Technology, or a related field (or equivalent experience).

· Experience supporting end users, desktop systems, and A/V technology.

· Strong troubleshooting, organizational, and time management skills.

· Excellent interpersonal, communication, and customer service skills.

Supplemental Information

· Experience working in a higher education or academic environment.

· Experience supervising or mentoring student employees.

· Familiarity with classroom technologies (e.g., lecture capture, learning spaces, hybrid/Zoom-enabled rooms).

· Experience with help desk ticketing systems and asset management tools.