Information Technology Support Specialist I - Part-Time

The IT Support Specialist I serve as the primary point of contact for technical support across the institution, delivering timely resolution of routine issues related to computer systems, software, and user access. This role is responsible for ticket intake, triage, and resolution of common technical problems while ensuring effective escalation of complex issues to Tier 2 support., Serve as the primary point of contact for all Help Desk requests, delivering prompt, professional, and customer-focused technical support to students, faculty, and staff. Essential Job Function Log, categorize, prioritize, and manage service requests using Help Desk software, ensuring accurate documentation, timely response, and adherence to established service levels. Essential Job Function Troubleshoot and resolve common technical issues related to user accounts, desktop and laptop systems, standard applications, printers, and basic audiovisual equipment. Essential Job Function Perform initial hardware diagnostics and basic repairs for systems within educational computer labs and administrative offices, coordinating external repair services or escalation when necessary. Essential Job Function Install, configure, and maintain standard software applications, operating systems, and peripheral devices, ensuring compatibility with information systems and infrastructure. Essential Job Function Provide the setup, installation, and maintenance of instructional media hardware and classroom technologies, ensuring proper integration with supported software and systems. Essential Job Function Provide frontline support for audiovisual systems and specialized equipment, assisting with basic troubleshooting and operational functionality. Essential Job Function Maintain and support operating systems and applications, including applying updates, performing system reimaging when necessary, and ensuring preservation of user data when applicable. Essential Job Function Maintain accurate and detailed documentation of technical issues, resolutions, and processes to support knowledge sharing and service continuity. Essential Job Function Escalate unresolved or complex technical issues to Tier 2 support, providing thorough documentation and context to facilitate efficient resolution. Essential Job Function Contribute to the development and ongoing improvement of a technical knowledge base to enhance support efficiency and consistency. Essential Job Function Assist in maintaining inventory records for hardware and software assets, ensuring proper tracking and lifecycle awareness. Essential Job Function Participate in basic quality control activities, including verifying system functionality and adherence to deployment standards. Essential Job Function Perform additional duties and responsibilities as assigned in support of departmental operations and information objectives.

• Associate's degree in a computer-related field
• Minimum of one to two years of experience in a help desk or customer support role
• Proficiency with Microsoft Active Directory, Windows OS environments, Microsoft Office / Microsoft 365 Suite, and Google Workspace
• Basic understanding of networking concepts (LAN/WAN, TCP/IP, DNS, DHCP)
• Strong communication and customer service skills
• Experience supporting A/V systems
• Ability to work collaboratively with technical and non-technical users

Desired Qualifications

• Experience in an educational environment
• Entry-level industry certifications (CompTIA A+, ITIL Foundation, or equivalent)