Information Services Support Specialist

Augustana University • Sioux Falls, SD

4d • Onsite

About The Position

Augustana University invites applications for an Information Services Support Specialist. This position serves as a primary point of contact for technology support within the university’s Information Services team, providing friendly, responsive first-tier assistance to faculty, staff, students, and other campus partners.

Requirements

• High school diploma or equivalent required
• Experience providing customer service, technical support, help desk support, or similar first-tier assistance.
• Working knowledge of common operating systems, productivity software, printers, peripheral devices, account and password support, and basic troubleshooting practices.
• Strong communication and customer service skills, including the ability to assist non-technical users and accurately document support work.

Nice To Haves

• Associate’s degree, technical coursework, certification, or equivalent experience preferred.
• Two or more years of technology support, customer support, service desk, or similar experience is preferred.
• Experience with ticketing systems, knowledge bases, inventory systems, or service-management workflows is preferred.
• CompTIA A+, Google, Microsoft, Apple, customer service, or comparable training or certification is preferred.

Responsibilities

• Serve as a welcoming first point of contact for technology support, responding to walk-up, phone, email, and ticket-based requests.
• Troubleshoot and resolve routine issues involving computers, mobile devices, software, accounts, passwords, printers, classroom technology, phones, peripherals, and basic network connectivity.
• Create and maintain accurate support tickets, document troubleshooting efforts, monitor outstanding requests, and communicate with customers through resolution or escalation.
• Identify issues requiring additional technical expertise, gather appropriate diagnostic information, and route requests to the appropriate Information Services team member.
• Create and maintain user-facing help resources, FAQs, internal documentation, training materials, and approved automated support tools.
• Train, guide, and coordinate student assistants in customer service, documentation, basic troubleshooting, and escalation practices.
• Identify recurring technology issues and trends to support service improvements and expanded self-service resources.
• Build positive working relationships across campus and provide clear, approachable support to users with varying levels of technical experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED