IT Support Specialist – NEW!

Job Details

Hollins University, a private, liberal arts university in Roanoke, Virginia that is recognized as one of the oldest institutions of higher education for women in the United States, invites applications from qualified candidates for the position of IT Support Specialist.

About the Role

Dually reporting to the Chief Information Officer and User Support Services Manager, the IT Support Specialist provides technical support to faculty, staff, and students across the university’s computing environment. This role focuses on troubleshooting hardware and software issues, maintaining computer labs and classroom technology, and ensuring end users receive timely, effective technical assistance. The position works closely with the Help Desk team to resolve issues through in-person support, phone, email, and remote assistance tools.

Technical Support

• Install, configure, troubleshoot, and maintain end-user workstations, including desktops, laptops, and peripherals
• Support sophisticated and interrelated software products and systems
• Diagnose and resolve hardware and software issues for macOS, Windows, iOS, and Microsoft Office environments
• Perform system imaging, software installations, and hardware upgrades
• Provide support through multiple channels: in-person, phone, email, and ticketing system
• Document all support activities and resolutions in the IT ticketing system

Lab, Classroom, and Other Support

• Maintain computer labs to ensure reliable operation for academic classes
• Respond to classroom technology issues and provide on-site support as needed
• Assist with technology setup for events and special projects

Collaboration and Communication

• Keep Help Desk staff informed of ongoing issues, outages, or trends that may impact support volume
• Follow up with users to ensure issues are fully resolved
• Monitor and respond to voicemail and email in a timely manner

Position Qualifications

Successful applicants will have the following qualifications and experience:

• High school diploma or equivalent
• Minimum of one year of relevant experience
• Working knowledge of macOS, Windows, iOS, and Microsoft Office suite
• Ability to learn new technologies and systems quickly
• Strong customer service orientation with patience and empathy for users
• Excellent verbal and written communication skills
• Ability to explain technical concepts to non-technical users in a patient and professional manner
• Strong problem-solving skills and ability to research and follow through on technical issues
• Ability to make sound judgments and decisions
• Strong organizational skills and ability to prioritize support requests based on urgency and impact
• Abilities to self-motivate, work independently and collaboratively, with minimal supervision, and effectively in a demand-driven environment
• Ability to lift and move equipment up to 50 pounds
• Ability to travel between campus buildings on foot and via a golf cart
• United States driver’s license with minimal violations
• Ability and willingness to work evenings and weekends as needed for critical issues or special events

Preferred candidates will have the following:

• Associate’s degree in information technology, computer science, or related field
• Previous experience in a technical support or help desk role
• Ability to occasionally use a ladder for equipment installation or cable management

Application Process

Qualified candidates should submit a cover letter and resume to hollinshr@hollins.edu. Candidates are encouraged to comment in their cover letter on how their contributions will further the university’s efforts to ensure student academic success and engagement. Review of applications will begin immediately and will continue until the position is filled. Semi-final candidates will be asked to submit contact information for three references. Once the selected candidate accepts a contingent employment offer, a motor vehicle background check will be conducted.