"Technical Support Specialist"

Technical Support Specialist

Job Summary:

The Rollins College Information Technology Department is seeking a service and results-oriented Technical Support Specialist to join their team! The position is part of the Support & Outreach team, specifically focused on Help Desk operations. The priority for the Help Desk is to triage and quickly address or accurately route incoming issues and requests while providing an excellent customer service experience. The Technical Support Specialist provides weekday and weekend support (see work hours for details) for both in-person and remote clients, including students, faculty, and staff. Success in this role requires technical troubleshooting skills across a broad range of hardware and software, strong teamwork, attention to detail, and exemplary written and verbal communication.

Primary Responsibilities

• 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.
• Assist with 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.
• Support and mentor Tier 1 student staff in collaboration with the student supervisor lead.
• 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
• Share management of Help Desk operational tools such as phones, monitoring and alerting applications, and other systems that facilitate support, ensuring all have a lead and backup tech.
• 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.

Minimum Qualifications & Education:

• A minimum of two years of experience providing technical support to end users.
• Familiarity with using ticketing systems for managing support requests.

Preferred Qualifications:

• Bachelor's degree from an accredited University or College.
• IT technical support experience working in a higher education environment.
• Familiarity with endpoint management solutions (SCCM, JAMF, Intune).
• Familiarity with ITSM/ITIL.

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, with strong attention to detail.

Work Schedule:

The Technical Support Specialist role is a full-time 12-month appointment, scheduled to work 7.5 hours/day, 37.5 hours per week.
Schedule: Sunday - Thursday Shift: Sunday from 8 AM to 9 PM; Monday through Thursday from 8 PM to 4 PM.** Flexible schedules or overtime may be required to meet the demands of the academic calendars.

Work Environment:

Campus-based, 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 40lbs, bending, stooping, stretching, and standing

Instructions to Applicants:

To apply, please submit an application and upload the following materials:
1. Cover Letter
2. Resume
3. Provide three reference names and email addresses on application