IT Support Specialist

Description

THE IT SUPPORT SPECIALIST PROVIDES DAY-TO-DAY TECHNOLOGY SUPPORT ACROSS NCUS, AAMWA, NCUS TEC, AND AUS BY RESOLVING HARDWARE, SOFTWARE, CONNECTIVITY, ACCOUNT ACCESS, PRINTING, AUDIOVISUAL, AND MICROSOFT 365 ISSUES FOR STAFF, FACULTY, SCHOLARS, AND OTHER APPROVED USERS. THIS ROLE DELIVERS RESPONSIVE SUPPORT IN PERSON, BY PHONE, BY EMAIL, THROUGH REMOTE-SUPPORT TOOLS, AND THROUGH MICROSOFT TEAMS WHILE MAINTAINING CLEAR TICKET DOCUMENTATION AND TIMELY COMMUNICATION WITH USERS. THE POSITION SUPPORTS DEVICE SETUP, DEPLOYMENT, MAINTENANCE, TROUBLESHOOTING, INVENTORY TRACKING, ASSET RECORD UPDATES, EQUIPMENT ORGANIZATION, AND BASIC TECHNOLOGY TRAINING. THE ROLE ALSO ASSISTS WITH APPROVED ACCOUNT, ACCESS, ONBOARDING, OFFBOARDING, PROCUREMENT, AND LIFECYCLE ACTIVITIES; DOCUMENTS RECURRING ISSUES; RECOMMENDS SERVICE IMPROVEMENTS; AND COLLABORATES WITH INTERNAL APPLICATION SPECIALISTS, THE IT MANAGER, AND EXTERNAL VENDORS TO ESCALATE AND RESOLVE MORE COMPLEX TECHNOLOGY NEEDS.

ESSENTIAL DUTIES AND RESPONSIBILITIES

SERVICE DESK AND USER SUPPORT

• Receive, document, prioritize, troubleshoot, resolve, and close technology support tickets in accordance with established service expectations.
• Provide courteous support by phone, email, remote-support tools, and in person for staff, faculty, scholars, and other approved users.
• Diagnose common hardware, software, connectivity, printing, audio-visual, and account-access issues.
• Communicate ticket status, next steps, expected user actions, and resolution details in plain language.
• Escalate unresolved, high-impact, security-related, or out-of-scope issues with complete troubleshooting notes.

MICROSOFT 365 AND APPLICATION SUPPORT

• Provide first-level operational support for Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint, and other approved Microsoft 365 services.
• Assist with routine user account, license, group membership, password, and access requests under approved procedures and assigned permissions.
• Support approved organizational applications and coordinate complex issues with application owners or vendors.
• Help users adopt available technology features through brief coaching and clear instructions.

ENDPOINT AND DEVICE SERVICES

• Prepare, configure, deploy, replace, collect, and securely store laptops, desktops, tablets, phones, printers, and peripherals.
• Assist with device enrollment, standard software installation, updates, configuration, and basic compliance checks using approved management tools.
• Perform approved hardware upgrades and basic repairs, and coordinate warranty or vendor service when needed.
• Support technology setup for offices, classrooms, meetings, events, and temporary workspaces.

ASSET AND INVENTORY SUPPORT

• Maintain accurate records for assigned equipment, accessories, users, locations, status, warranties, and lifecycle activity.
• ASSISTS with physical inventory reviews, equipment labeling, stock organization, and reconciliation of missing or reassigned assets.
• Support equipment purchasing activities by collecting requirements, preparing standard requests, receiving shipments, and confirming delivery.
• Follow approved procedures for equipment reuse, return, secure data handling, and disposal.

DOCUMENTATION, TRAINING, AND CONTINUOUS IMPROVEMENT

• Create and update knowledge articles, checklists, setup instructions, frequently asked questions, and troubleshooting guides.
• Document repeat issues and share observations that may improve service, standardization, reliability, or the user experience.
• Provide basic one-on-one or small-group instruction on approved technology tools and safe computing practices.
• Participate in routine deployments, upgrades, testing, audits, and other technology projects within the role’s assigned scope.

TECHNOLOGY INNOVATION

• Apply a forward-thinking approach to identify, support, and deliver technology enhancements and innovation within the role.
• Consistently advance technology growth and department development by challenging current practices and positioning the department for ongoing improvement.

SECURITY AND ACCESS SUPPORT

• Follow organizational requirements for identity verification, least-privilege access, data handling, account changes, and device security.
• Assist with approved onboarding, role changes, and offboarding tasks using established checklists.
• Recognize and promptly escalate suspected phishing, malware, unauthorized access, lost devices, data exposure, or other security concerns.
• Support security awareness efforts without independently investigating incidents or changing security controls unless specifically authorized.

Requirements

• Minimum of an Associate’s Degree, and a foundation along with 3yrs experience in Information Technology
• Proven experience as a help desk technician or other customer support role
• Industry Recognized Credentials technology focused
• Tech-savvy with working knowledge of office automation products, databases, and Security Practices
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• MS 365 Admin Center Experience preferred
• Exceptional communication and interpersonal skills, both formal and informal

ADDITIONAL NOTES

REPORTING TO THE IT MANAGER, THE IT SUPPORT SPECIALIST IS RESPONSIBLE FOR PROVIDING IN-PERSON AND REMOTE TROUBLESHOOTING SUPPORT TO RESOLVE END-USER HARDWARE AND SOFTWARE ISSUES. TO ENSURE EFFECTIVE SERVICE, THIS ROLE WORKS CLOSELY WITH THE IT MANAGER, INTERNAL APPLICATION SPECIALISTS, AND THIRD-PARTY SUPPORT PROVIDERS. THE POSITION ALSO SUPPORTS IT INVENTORY AND ASSET RECORD MAINTENANCE, AS WELL AS HARDWARE PLANNING AND PROCUREMENT.