"Technical Support Specialist - Device Management"

Job Summary:

The Rollins College Information Technology Department is seeking a service oriented Technical Support Specialist - Device Management to join their team! As a technical Support Specialist with an emphasis on device management, you'll play a key role in making sure classes, events, and shared spaces run smoothly, helping the campus community feel confident with technology, and keeping our systems moving forward. This work not only strengthens the support experience but also contributes to a modern, sustainable IT environment for everyone at Rollins.

Providing our Community with Outstanding Experiences

• Provide dependable, skilled, hands-on IT support to troubleshoot and resolve problems in a range of contexts including hardware and software (Mac, Windows), mobile devices, printers, network and account access, and other technical areas as they arise.
• Leverage the ITSM solution (TeamDynamix) in daily work to coordinate individual and Help Desk support, route issues and requests to other teams in IT, and communicate regularly with clients.
• Respond promptly to service requests and maintain high customer satisfaction standards.
• Ensure classroom computer and lab spaces are clean, organized, and presentable for community members.
• Ensure loaner devices are regularly wiped, updated, and ready to be deployed.
• Take lead on the imaging, deployment, and management of Mac and Windows computers used by employees and in academic spaces across campus.
• Provide basic in-person audio/visual assistance and troubleshooting for classes and events.
• Monitor and triage incoming calls, walkups, tickets, and reporting systems to prioritize support.

Keeping our Technology Future Ready

• Stay current with emerging technologies and industry best practices, applying new knowledge to improve campus-wide technology support and to inform the development of IT standards and policies.
• Proactively monitor and update classroom and lab computers, and their associated software.
• Assist in the research, testing, and deployment of new hardware and software.
• Assist in the planning, testing, and implementation of campus-wide projects including new installations and system upgrades.

Building a Sustainable Team and Support Model

• Work with student technicians, IT peers, and community members to build skills and confidence in IT system use and troubleshooting.
• Work alongside team members to document and refine key Help Desk processes, in close collaboration with other team members with an emphasis on improving the service experience for both clients and IT staff.
• Work with other IT teams to ensure that the Help Desk has devices and peripherals on hand and ready to deploy.
• Leverage the ITSM and MDM solutions (TeamDynamix, JAMF, Intune) in coordination with other IT teams to manage assets, as well as identify and correct inconsistencies in asset records.
• Provide backup support to Event technicians, handling common support requests to ensure consistent service for our campus community.
• Use TeamDynamix to handle and route requests, collaborating with IT teams and providing regular updates to clients.
• Coordinate with departments to manage devices for incoming and outgoing faculty and staff.

Minimum Qualifications & Education:

• Two years of experience providing technical support and customer service; or equivalent certifications/degrees
• Familiarity with using ticketing systems for managing support requests

Preferred Qualifications:

• Previous higher education technical support experience
• Familiarity with endpoint management solutions (SCCM, JAMF, Intune)
• ITSM/ITIL familiarity
• Bachelor's degree from an accredited University or College

Knowledge, Skills, & Abilities:

• Demonstrated customer service excellence
• Motivated self-starter, able to work both independently and collaboratively as part of a team
• Strong technical troubleshooting skills with hardware and software issues on Mac, Windows, and mobile devices, as well as related devices such as printers, scanners, webcams, etc.
• Patient and calm demeanor in stressful or high-pressure situations
• Excellent written and oral communication skills
• Strong attention to detail and time management skills

Work Schedule:

• Full-time schedule Saturday to Wednesday, 8:30 AM to 5:00 PM, 37.5 hours per week
• Flexible schedules or overtime may be required to meet the demands of the academic calendars

Work Environment:

• This is a campus-based position working in Winter Park, FL
• Front-facing customer service position
• Primarily indoor environment which does require outdoor transit between buildings and occasional outdoor event support
• Physical activity includes walking across campus carrying or carting equipment, lifting up to 40 pounds, bending, stooping, stretching, and standing

Instructions to Applicants:

To apply, please submit an application and upload the following materials:

1. Cover Letter (optional)
2. Resume
3. Provide three reference names and email addresses on application

Benefits & Perks:

• 15 Days - Paid Time Off (vacation, sick and personal time)
• 10 Days - Paid Holidays
• 5 Days - Paid College Closure Days
• Eligible for Medical, Prescription, Dental & Vision Insurances (within 30 days of hire)
• 100% Employer-Funded Health Reimbursement Account ($125+/month)
• 100% Employer-Paid Short & Long Term Disability Insurance
• Domestic Partner Benefits
• 11.5% Employer Retirement Contributions
• Discounted On-Campus Dining Meal Plans
• Free On-Campus Parking
• Free Access to Campus Amenities (gyms, pools, library, sporting events, and more)
• Free Full Tuition for Employees and their Families
• Pet Insurance
• 100% Employer-Funded Employee Assistance Program
• Flexible Spending Accounts
• Award-Winning Wellbeing Programs
• Plus More!