IT Support Specialist

2 weeks ago


Swarthmore, Pennsylvania, United States InsideHigherEd Full time
Job Summary

The IT Support Specialist is a critical role within our Information Technology Services Department, responsible for providing exceptional technical support to faculty, staff, and students. This position requires a strong understanding of IT infrastructure, operating systems, software, and cloud services, as well as excellent communication and problem-solving skills.

Key Responsibilities
  • Provide technical support for a variety of hardware, software, and endpoint-related services, including macOS, Windows, cloud-based applications, and other college-related software.
  • Diagnose and resolve endpoint computing issues, including device, printing, and mobile connection problems, as well as imaging and deploying endpoints via MDM.
  • Identify and troubleshoot account and access-related issues, including password changes, identity verification, and account permissions.
  • Ensure accurate inventory tracking and data integrity by following established procedures.
  • Track, document, and manage incidents and service requests from initiation to resolution, ensuring timely follow-ups and providing status updates and feedback throughout the process.
Requirements
  • Bachelor's Degree with at least 3-5 years of experience or equivalent combination of education and experience.
  • Knowledge of ITIL service methodology, including incident, problem, change, asset, and inventory management.
  • Proficiency in IT Service Management (ITSM) and experience using tools for handling incidents, requests, changes, projects, and inventory.
  • Solid understanding of IT infrastructure, operating systems, software, cloud services, and multi-factor authentication services.
Preferred Qualifications
  • Experience configuring an ITSM and ESM solution like Freshservice or ServiceNow, using APIs, Web-hooks, and similar methodologies.
  • ITIL certification is a plus.
What We Offer

We offer a competitive salary, excellent benefits, and a collaborative work environment. As a member of our team, you will have the opportunity to work with a talented group of professionals who are passionate about delivering exceptional support services to our community.


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