IT Support Specialist

POSITION OVERVIEW 

The IT Support Specialist troubleshoots, maintains, and administers Apple Macintosh computing environment, including

computer hardware, systems software, applications software, and all configurations.

PRIMARY DUTIES & RESPONSIBILITIES 

• Install, maintain, and administer all (Mac OSX and Windows) desktops, laptops, projectors, interactive whiteboards, TVs, printers, iPads with specialized software, payroll clock system, copy machine database, bus security hard drives, and other peripherals.

• Troubleshoots and resolves desktop support issues relating to hardware, software, and

connectivity.

• Installs network printers and drivers as well as troubleshoots, maintains, and

resolves printer-related issues.

• Install, configure, and maintain Apple desktop, ethernet networks, network

cabling, peripherals, interactive projectors, video conference camera, classroom audio system, TV, and other related equipment.

• Inventory and assist in purchasing all computer-related equipment (ie, iMacs, printers & ink, classroom audio system, document cameras, interactive projector, etc.).

• Manage and maintain backups for the desktop.

• Manage and maintain the identification system using badging software on HP desktop and badge printer.

• Respond and complete all helpdesk tickets, e-mail, voicemail, radio, and verbal requests. throughout the day as needed by prioritizing and maintaining the best customer service possible.

  • Investigate user problems, identify their source, determine possible solutions, test and implement solutions.

  • Work on tickets to resolve customer issues.

• Perform and/or oversee software and application development, installation, and

upgrades.

• Create and test desktop images using MDM and/or imaging software

• Ensure timely user notification of maintenance requirements and effects on system

availability.

SECONDARY DUTIES & RESPONSIBILITIES 

• Monitors and troubleshoots DHCP, DNS, and various other network services under the

supervision of Systems Administrator, Network Administrator, and/or IT Director.

• Assists Systems and Network Administrators with troubleshooting connectivity issues on LAN segments and internet connectivity throughout the network.

• Collaborate on and implement projects independently or with other IT staff.

• Document desktop problems and resolutions for future reference.

• Assist personnel of other departments as a computer resource.

  • Provide basic instructions and guidance to all staff (either individual or groups) in software, peripherals, A/V aides, and/or hardware

• Be a backup person to Systems and Network Administrators.

• Serve as a backup to your teammates in the Information Technology (IT) Department as the need arises

• Attend relevant conferences, webinars, lectures, and seminars to ensure continuous development in the field

• Organize and keep up-to-date with all paperwork, filing, and database updates.

• Other duties as assigned.

QUALIFICATIONS/EDUCATION/EXPERIENCE 

• Associate of Science preferred.

• 3-5 years of relevant IT work experience is preferred.

• Extensive knowledge and experience supporting macOS / iOS / iPadOS/ Linux /

Windows; software and hardware for the desktop environment; cross-platform integration

issues.

• Experience with printer support including driver installation, setup, and configuration,

as well as, basic maintenance.

• Familiarity with imaging concepts, imaging software, and MDM.

• Working knowledge and experience with TCP/IP, DHCP, DNS, and LDAP.

SKILLS & ABILITIES 

• Able to work effectively with colleagues throughout the organization.

• Sharp analytical abilities and proven problem-solving skills.

• Strong sense of ownership, urgency, and drive.

• Must have strong customer service and organization skills.

• Excellent written and verbal communication skills.

• Must be able to pass a background check.

WORK ENVIRONMENT

• Office setting

• Tending to technical needs across campus physically and virtually

PHYSICAL REQUIREMENTS

• Ability to walk to other locations on campus 

• Prolonged periods of sitting at a desk and working on a computer

• Must be able to lift up to 50lbs, stoop, climb ladders, and bend

OTHER

• Responsibilities may require evening, weekend, and/or holiday work in response to the needs of the systems being supported.