"IT Support Specialist I"

Job Description

The Campus Support, Support Specialist's primary responsibilities are technical support and customer service. Support Specialists provide a point of contact for end-users to receive technology support for supported university-owned and personally-owned equipment. Support Specialist’s ensure end users can accomplish business and education tasks by helping them resolve technical issues. Support Specialists receive, prioritize, document, and ultimately resolve end user computer related help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, remote troubleshooting, and/or software installation. Support specialists coordinate with other IT departments to ensure that reported issues are being resolved.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Receive, prioritize, document, and ultimately resolve end user computer related help requests.
• Maintain repair metrics at required level.
• Maintain call and chat support metrics at required level when assigned Remote Support duties.
• Escalate tasks due to need for higher level of technical ability or customer service skills required.
• Hardwaresoftware diagnosis and repairs
• AV and Classroom equipment troubleshooting and diagnosis.
• Utilize help request system to document work and customer interaction.
• Ability to obtain position-specific certifications, including but not limited to Apple, Dell, HP, and Lenovo Hardware certifications, LU Certified Driver certification, CompTIA IT Fundamentals, CompTIA A+, and other technical certifications as required.
• Strictly adheres to Liberty University policies, representing the University in an exemplary manner.
• Works effectively as a team member, embracing and fostering LU’s Christian model and Mission – Training Champions for Christ.

QUALIFICATIONS AND CREDENTIALS

Education and Experience

Minimum Qualifications

• Ability to drive with a clean driving record to commute to the assigned on-campus work location and obtain the LU Certified Driver certificate.
• Familiarity with computer hardware, software, operations, and common problems.
• Ability to learn new technologies and concepts quickly.
• Strong customer service, interpersonal, and communication skills.
• Previous education or professional certifications may be considered in lieu of work experience.
• Must possess or be able to obtain: CompTIA A+ certification, Vendor Hardware Repair certifications (Dell, HP, Lenovo, Apple), Must be 21 and have a clean driving record in order to obtain the LU Certified Driver certificate, Other technical certifications as required.

Tier 1

• Two-year college degree, with a concentration in Computer Science or related discipline or equivalent work experience.
• A minimum of one year of experience in computer troubleshooting or a similar technical field.

ABILITIES AND COMPETENCIES ESSENTIAL TO THE FUNCTION OF THE JOB

Communication and Comprehension

• Ability to effectively communicate both verbally and in writing to convey clear, well articulated information.
• Ability to understand, speak, and write English in order to convey messages and correspond in an articulate and professional manner.
• Possess public communication skills that allow professional representation of Liberty University.
• Ability to effectively communicate technical issues in laymen’s terms.
• Strong organizational skills.
• Excellent computer skills.

Problem Solving

• Intuitively able to reason, analyze information and events, and apply judgment in order to solve problems of both a routine and complex nature.

Physical and Sensory Abilities

• Occasionally required to travel to campus locations and off campus locations by vehicle.
• Frequently required to sit to perform deskwork or type on a keyboard.
• Regularly required to hear and speak in order to effectively communicate orally.
• Regularly required to stand, walk, and climb stairs to move about the building.
• Handle materials, reach overhead, kneel or stoop in order to conduct business.
• Regularly lift 50 or fewer pounds.

WORKING CONDITIONS

Work Environment

This position requires 40 hours per week, with duties performed on campus in an office environment. The regular work setting is a climate-controlled, well-lit office with a moderate noise level. The specific schedule will be based on current staffing needs. General office hours are Monday to Friday, 7:30 AM – 5:00 PM, with occasional evening and weekend shifts as required.

Driving Requirements

Use of one’s personal vehicle (or LU vehicles) is required for travel in the performance of the essential functions of this position. Proof of a valid Virginia driver’s license, an acceptable DMV record, and liability insurance is required.

Target Hire Date: 2025-09-01