IT Desktop Support Specialist

Job Title: IT Desktop Support Specialist 

Reporting Relationship: Assistant Dir of Endpoint Mgmt & Security

Unit: Central Administration

Department: IT Infrastructure-Central Administration

Campus Location: Maxwell Center, Marion, IN

Summary of Position:    The Desktop Support Specialist is a one (1) year term position which provides advanced technical support and operational coordination for university endpoints, shared-use devices, applications, peripherals, connectivity, and related technology services. The position performs advanced troubleshooting and service restoration, coordinates issues across IT teams and vendors, analyzes recurring incidents and service dependencies, and maintains technical procedures and standards that support reliable service delivery. The Desktop Support Specialist exercises independent judgment within university standards and may serve as the designated technical point person for assigned locations, technologies, or service areas while participating in shared team coverage and cross-training.
Applicants for this position must: Possess a valid driver's license and be able to carry 40 lbs. regularly.

NOTE: This position is a one (1) year term position which would include benefits.

Duties and Responsibilities

• Serve as the technical point person for assigned locations, technologies, or services while supporting team coverage and cross-training
• Deploy, configure, maintain, repair, replace, and retrieve endpoints, shared devices, peripherals, and related technologies 
• Diagnose advanced and non-routine technical issues, determining appropriate restoration, escalation, and follow-up actions
• Support operating systems, applications, access, connectivity, printing, scanning, and other user technology services
• Coordinate complex issues with IT teams, vendors, and University stakeholders when work crosses service boundaries 
• Coordinate operational technology projects by organizing work, monitoring progress, adapting processes, resolving technical issues, and communicating recommendations 
• Monitor assigned technology services and respond to outages, degradation, and recurring operational issues 
• Analyze incident and support trends, then recommend and implement improvements that increase reliability and reduce repeat issues
• Develop and adapt technical procedures, device standards, service dependencies, escalation paths, and repeatable solutions in alignment with university security and lifecycle requirements 
• Exercise independent judgment in troubleshooting, service restoration, escalation, prioritization, and modification of defined support procedures 

Qualifications: According to Indiana Wesleyan University employment policy all employees must possess a strong Christian commitment and adhere to the standards outlined in the IWU Community Lifestyle Statement.

Education

• Associate's degree and over five (5) years of related field experience, or equivalent combination of education and experience, such as a bachelor’s degree and four (4) years of related experience

Experience

• Four or more (4+) years providing technical support in an enterprise or similarly complex technology environment
• Two or more (2+) years providing customer service or front-line support to varied user populations
• Experience troubleshooting multiple platforms, including Microsoft 365, Windows, macOS, and SaaS or cloud services
• Experience supporting interconnected endpoint, application, access, connectivity, and vendor-dependent services
• Experience identifying recurring technical issues, documenting support patterns, and recommending service or process improvements
• Experience coordinating with technical teams, vendors, and operational stakeholders to resolve issues that cross support boundaries

Required Skills

• Advanced troubleshooting and diagnostic skills across endpoint, application, access, peripheral, and connectivity issues
• Ability to exercise independent judgment and prioritize competing project and operational demands with limited supervision
• Ability to analyze recurring issues, service dependencies, and support patterns and recommend operational improvements
• Strong process development, technical documentation, and procedure adaptation skills within defined University standards
• Ability to translate non-technical user needs into technical requirements and practical solutions
• Excellent written and verbal communication skills, including the ability to explain technical information to non-technical users
• Ability to coordinate work across IT teams, vendors, and University stakeholders
• Ability to train and coach others in individual and small-group settings
• Ability to rapidly learn new technologies and support services
• Positive, servant-leader attitude

IWU Kingdom Diversity Statement

IWU, in covenant with God's reconciling work and in accordance with the Biblical principles of our historic Wesleyan tradition, commits to build a community that reflects Kingdom diversity.  We will foster an intentional environment for living, teaching and learning, which exhibits honor, respect, and dignity.  Acknowledging visible or invisible differences, our community authentically values each member's earthly and eternal worth.  We refute ignorance and isolation and embrace deliberate and courageous engagement that exhibits Christ's commandment to love all humankind.

LIMITATIONS AND DISCLAIMER

As a religious educational institution operating under the auspices of The Wesleyan Church, Indiana Wesleyan University is permitted and reserves the right to prefer employees on the basis of religion (42 U.S.C., Sections 2000e-1 and 2000e-2).

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Employees will be required to follow other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.