|Title:||Information Technology Support Specialist|
Support Specialist – Systems and Support Services assists with the end user support operations of the IT department. This specialty covers planning and delivery of customer support services including installation, troubleshooting, user assistance, and training. Additional responsibilities include the support and coordinating the use of campus Audio/Visual resources. Overview of the helpdesk ticketing system and user account management are addressed at this level. This position is expected to work closely with the Associate Director of IT – Enterprise Infrastructure to provide timely communication related to enterprise network or computing resource issues from a user support perspective.
Maintain and generate regular reports on the usage of the helpdesk ticketing system.
Create and maintain user accounts for employees and students.
Participate in the development of effective processes and procedures for the department.
Assist in the creation and deployment of self-service training materials for employees and students.
Support the access of LaGrange College resources through BYOD and College owned mobile devices.
- Remain competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses required by the Chief Information Officer.
- Contribute to the overall success of the Office of Instructional and Information Technology by performing all other duties as assigned.
A Bachelor’s degree in Computer Science, Information Technology, Management Information Systems, or similar is preferred.
Experience: Two to five years of experience with desktop PC support and maintenance is required. Experience working in an end-user support role is preferred. Experience working in a college or university environment is preferred.
Knowledge, Skills and Abilities:
The successful candidate will contribute enthusiasm, creativity, diligence, hard-work and a goal-centered results-driven focus to the support organization of LaGrange College Information Technology. Strong oral and written communication, organizational, and planning skills are required. candidate must be able to effectively communicate and collaborate with diverse constituencies with varying levels of technical knowledge. Effective interpersonal, organizational, and team-building skills are required. Must be motivated to continually gather and explore new information on technologies to further expand the service offerings provided to campus constituencies. candidate should be knowledgeable of and proficient with the following list of technologies:
Microsoft Windows desktop systems
Mac OSX / macOS
Microsoft Office suite (including Office 365)
Windows Server systems
Microsoft Active Directory
Reporting and Supervision:
Support Specialist – Systems and Support Services is supervised by the Chief Information Officer. This position may also supervise LaGrange College student workers.