Position: IT Support Specialist

Position Purpose: This entry-level position provides technical support under immediate supervision, with direction and coordination from the Director of Technology and Innovation. The role serves as the primary point of contact for reported incidents, service requests, and inquiries from staff, students, and faculty. The IT Support Specialist interacts with customers through multiple channels, including telephone, email, chat, and web. Additionally, this position provides administrative and operational support to the IT Services department.

Key Responsibilities:

1. Service Desk, Tier I Technical Support (40%)

2. Provide IT support services to all users, ensuring timely resolution of technical needs.

3. Resolve common incidents and fulfill service requests.

4. Collaborate with Service Desk members and IT staff for information sharing and incident resolution.

5. Identify recurring incidents and escalate for potential problem management.

6. Investigate and diagnose customer-reported issues.

7. Log all incidents and service request details in the ticketing system for seamless support by higher-tier technicians.

8. Communicate updates and progress to customers, adhering to service level agreements.

9. Develop specialized skills to achieve a high rate of first-contact resolutions.

10. Classroom and Lab Technology Support (30%)

11. Assist in the installation, troubleshooting, and maintenance of computer and A/V hardware and software.

12. Support A/V events, remote meetings, and equipment distribution.

13. Participate in regular preventative maintenance for various computer and A/V equipment.

14. Project Work (20%)

15. Complete assigned project tasks on time, collaborating with team members to meet project objectives.

16. Maintain Technology Skills and Knowledge (5%)

17. Continuously update skills by learning appropriate software and hardware used by the organization.

18. Maintain relevant industry certifications.

19. Other Duties as Assigned (5%)

20. Contribute to the smooth functioning of the department and the organization’s reputation as a business partner.

Knowledge, Skills, and Abilities:

Minimum Qualifications:

• Service/Help Desk and/or computer support experience.

• Experience using service management and ticketing software.

• Exceptional customer service and communication skills, with the ability to explain technical concepts to non-technical users via telephone, email, chat, or in person.

• Ability to multitask, troubleshoot, and prioritize tasks to minimize customer impact.

• 2-year degree in a related field or 3 years of relevant experience.

Preferred Qualifications:

• ITIL Foundations certification.

• Training or certification in Microsoft Windows, Linux, or Macintosh operating systems.

• Training or certification in Microsoft Office Suite.

• One year of IT experience in higher education.

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.