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.