IT Support Specialist

7 days ago

Hamilton, United States Gordon-Conwell Theological Seminary Full time
Job Title: IT Technician Level II

Gordon-Conwell Theological Seminary is seeking a highly skilled and motivated IT Technician Level II to join our Technology Services team. As a key member of our team, you will provide primary support to our Hamilton-based users, ensuring they receive exceptional technical assistance and outstanding institutional support.

Key Responsibilities:
  • Respond to user inquiries in a timely manner and troubleshoot issues to resolution, addressing hardware, operating systems, applications, printing, and network systems.
  • Communicate effectively with users and IT staff regarding solutions, escalations, and prioritizing customer experience.
  • Document communication and resolutions in the ticketing system for future reference and trend analysis.
  • Provide training to end users on basic system usage, best practices, and other IT-related topics.
Systems Support and Service Management:
  • Routinely manage, document, and maintain accurate records of system configurations, equipment inventory, incidents, and service requests.
  • Create and maintain relevant instructional and knowledge documentation.
  • Engage in communications process for IT projects.
Ticketing System Administration:
  • Oversee the support request queue from open to resolution of issues, escalating when necessary.
  • Work with other support and system administrators to create resources, including documentation, governance, and standards.
  • Engage with stakeholders across departments to discuss support system usage and opportunities, assisting in partnership projects as needed.
  • Automate IT tasks via integrated support tools and reduce inefficiency.
Requirements:
  • Ability to systematically diagnose and solve complex problems in a timely manner.
  • Ability to quickly adapt to different situations and changing priorities.
  • Commitment to customer service by building and maintaining positive relationships and user experiences.
  • Ability to work with various technologies, including operating systems (Windows and Mac), business applications, printers, and basic networking (Wi-Fi, ethernet, line tracing).
  • Proactive and self-motivated professional able to work independently and part of a team.
  • Time and location: Position requires general on-site availability during normal work hours, with the potential for remote work based on coverage after 90 days with manager approval. Once monthly (or as needed) travel to our Boston campus along with other IT technicians is also a requirement.
  • Physical: Able to lift 40lbs and work from a ladder.
Education and Experience:
  • Minimum three years of previous relevant experience in technology support, including help desk, operating systems, business applications, printers, and troubleshooting.
  • Associates degree or higher in a relevant program or equivalent training and experience.
  • Experience with MS 365, FreshService, and Papercut helpful.
  • Experience in higher education, learning technology, and edtech environments is helpful.
  • Awareness of Student Information Systems (SIS) and Learning Management Systems (LMS) is helpful.
  • Active industry credentials or certifications desired.

Please apply through Gordon-Conwell's Career Center available here: https://www.gordonconwell.edu/employment/

Please include these documents in either Microsoft Word or PDF formats:

  • A formal resume/CV.
  • A cover letter explaining your interest in the position.

No hard copy materials, please. Opportunities to interview will be made available at the search committee's initiative. Applications will be accepted until the position is filled.

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