IT Support Specialist at Elms College

Job Summary: 

Responsible for new hardware installation, maintenance, and operational support of computer labs, classrooms, and offices on campus. Provide technical support for faculty, staff, and students on all aspects of technology used in a networked environment. Deliver quality customer service through first and second level support to users in person, via phone, or email.

Supervisory Responsibilities: 

None

Duties and Responsibilities:

• Provides level 1 and 2 technical support to faculty, staff, and


• Responds to requests for technical assistance in person, via phone and remotely; performs initial problem analysis, advises user on appropriate action and escalates problems to IT staff when necessary.


• Diagnoses and resolves technical hardware and software


• Provides follow up outreach on outstanding support requests to ensure satisfactory resolutions have been


• Perform routine installation and maintenance of computers, software, and


• Assists in the development and maintenance of operating system software and computer


• Performs computer imaging and deployments for end users, offices, and


• Assists in the development and implementation of service desk


• Follows standard service desk procedures, tracks and routes problems and requests, logs all service desk interactions, documents


• Assists in the coordination of repairs and services with outside vendors, ensures that services are properly


• Responsible for the creation and development of documentation, tutorials, and training materials for service desk and end


• Responsible for the development and facilitation of Information Technology trainings for the Elms College faculty, staff, and


• Provide assistance to the Multimedia Support Specialist II with projects and services at the direction of the Senior IT Operations


• Provide support for campus events and meetings at the direction of the Senior IT Operations


• Assists in user account


• Occasional evenings and weekend coverage


• Perform other duties as needed

Required Skills & Abilities:

• Demonstrated computer proficiency with Microsoft Suite, Windows OS, Google Apps, Active Directory and Microsoft's Cloud Environment.

• Experience supporting Windows network

• Excellent customer service and interpersonal

• Must be self-motivated and able to work independently, and to manage multiple, competing projects and deadlines

• Excellent troubleshooting, analytical, and problem-solving

• Ability to process and maintain strict confidentiality regarding employee, student/family

• Ability to use tact, discretion and diplomacy in responding to service desk requests and in providing technical assistance to faculty, staff, and Must be organized, detail-oriented, able to manage time efficiently and effectively, and respond to service desk requests in a courteous, prompt manner.

Education and Experience:

• Associate's degree in related field, or equivalent technical training and/or certification

• Minimum two (2) years' experience in computer operations, network communication systems, and familiarity with a variety of Microsoft OS software, hardware and enterprise software applications.

• Minimum two (2) years' experience in customer service or service desk support

• Experience in Higher Education preferred

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Use of general office equipment in an office


• Ability to travel between buildings on campus with exposure to inclement weather


• Support and maintenance of the campus computer equipment and network will require the lifting and transporting of computer (Ability to lift 50 lbs.)


• Network wiring and hardware maintenance will require the ability to climb a latter to heights, and crawl into and around tight/limited work


• Driving or traveling to locations in and outside of the area on college May require travel by car, train, bus, or plane.


• Occasional weekend and evening work may be


• May encounter stressful situations

Elms College’s diversity statement embodies the charism of the founders, the Sisters of St. Joseph, including embracing “the love of neighbor without distinction” and whose Catholic heritage guides our intellectual, social, educational, and community endeavors.

Elms College seeks applicants who demonstrate a commitment to justice, equity and inclusion and have experience working with diverse groups, proven through educational background, professional development and lived experience. For faculty positions, application materials must include a statement addressing past and/or potential contributions to diversity through teaching, research, professional activity and/or service. For staff positions, applicants are strongly encouraged to address past and/or potential contributions to diversity.

Elms College is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state or federal laws. 

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