IT Support Specialist, Operations
Position Description
The IT Support Specialist – Operations supports the delivery of technology services across academic and administrative environments within a higher education institution. This role ensures that classroom and conference room technology is fully functional, oversees a student-run help desk, and manages the deployment and inventory of computing equipment. The position plays a key role in supporting teaching, learning, and campus operations through reliable and responsive IT services.
Job Responsibilities
Classroom & Academic Technology Support:
- Ensure all classroom technology including projectors, displays, instructor workstations, and peripherals is operational and ready for instruction.
- Provide support for instructional technology used by faculty during classes and events.
- Troubleshoot and resolve issues with audiovisual (A/V) systems in classrooms, lecture halls, and conference rooms.
- Ensure all software in labs is properly licensed and installed
- Perform routine inspections and preventative maintenance of classroom technology.
- Collaborate with faculty and academic departments to address technology needs and improve the classroom experience.
A/V & Conference Room Technology:
- Maintain and support A/V systems in conference rooms, meeting spaces, and event venues.
- Assist with setup and support for campus events requiring A/V technology.
- Coordinate repairs, upgrades, and replacements of A/V equipment as needed.
Student Help Desk Operations:
- Manage the day-to-day operations of the student-run IT help desk.
- Recruit, train, mentor, and schedule student employees to ensure consistent coverage.
- Develop student staff technical and customer service skills.
- Supervise ticket intake, triage, and resolution processes, ensuring service levels are met.
- Serve as an escalation point for complex or sensitive issues.
Hardware Deployment & Asset Management:
- Inventory, tag, and track incoming IT equipment, including computers and peripherals.
- Configure and deploy new employee workstations (faculty and staff), ensuring timely onboarding.
- Maintain accurate asset management records and documentation.
- Coordinate lifecycle management, including refresh, redeployment, and disposal of equipment.
End User Support:
- Provide technical support to faculty, staff, and students for hardware, software, and classroom technology.
- Troubleshoot issues related to desktops, laptops, mobile devices, and peripherals.
- Support onboarding of new employees by ensuring their technology is fully functional on day one.
- Create and maintain user documentation and knowledge base articles.
Requirements
- Associate’s or Bachelor’s degree in Information Technology, Educational Technology, or a related field (or equivalent experience).
- Experience supporting end users, desktop systems, and A/V technology.
- Strong troubleshooting, organizational, and time management skills.
- Excellent interpersonal, communication, and customer service skills.
Supplemental Information
- Experience working in a higher education or academic environment.
- Experience supervising or mentoring student employees.
- Familiarity with classroom technologies (e.g., lecture capture, learning spaces, hybrid/Zoom-enabled rooms).
- Experience with help desk ticketing systems and asset management tools.
10
Unlock this job opportunity
View more options below
View full job details
See the complete job description, requirements, and application process
