IT Support Specialist

Collegis • Caldwell, NJ

3d • Onsite

About The Position

In this role, you’ll provide hands-on technology support to students, faculty, and staff while helping maintain reliable IT services across campus, including end-user support, systems troubleshooting, and audio/visual technology support for meetings, classes, and events. This role exists to deliver exceptional customer and managed IT services at Caldwell University by supporting PC, Mac, server, LAN, software, end-user, and audio/visual technology needs while ensuring issues are resolved accurately, professionally, and in alignment with established processes.

Requirements

• Minimum 2 years’ experience supporting Windows and Mac operating systems in a corporate or campus environment.
• Thorough knowledge of Windows desktop operating systems and basic office applications.
• Experience administering user and group objects in Active Directory.
• Experience administering Office 365/Microsoft Exchange mailboxes.
• Experience with desktop imaging tools (SCCM/WinPE preferred).
• Ability to provide after-hours support.
• Strong interpersonal and communication skills.
• Attention to detail, with a focus on process adherence and organizational skills.
• Strong analytical and problem-solving skills.
• Self-starter with the ability to work independently as well as within a team environment.
• Periodic travel may be required to remote sites for on-site support.
• Two-year degree or higher preferred, or equivalent work experience.

Nice To Haves

• Experience supporting Office 365 and Windows server platforms.
• Experience working with Active Directory, PowerShell scripting, and SCCM.
• Experience supporting Cisco IP phones and Call Manager.
• Demonstrated experience setting up and operating AV equipment including projectors, audio systems, cameras, and video conferencing hardware.
• Microsoft, CompTIA A+, or other technical certificates desired.

Responsibilities

• Maintain excellent customer service and professional communication in all interactions — face to face, phone, email, and chat.
• Be accountable for seeing assigned cases and tasks through to completion by providing detailed documentation of troubleshooting steps taken for each support request.
• Ensure user expectations are met and the issue is fully resolved.
• Ensure productivity metrics are achieved and standardized processes are followed.
• Ensure professional and courteous communication is maintained in all interactions.
• Adhere to and enforce company and client information security policies.
• Reduce risk of theft, fraud, or misuse of information assets by acting as the data steward for the application(s) you administer.
• Maintain and support a mixed PC and Mac technology environment.
• Diagnose and repair telecom and networking infrastructure, partnering with the Network team for guidance.
• Partner with other ITSS staff and leadership to develop Standard Operating Procedures, FAQs, and maintain knowledgebase content.
• Support user accounts within Windows Active Directory, Microsoft 365, and Microsoft Exchange.
• Participate in and maintain real-time inventory controls of assets, including procurement, deployment, and decommissioning of equipment.
• Actively participate in departmental and client meetings.
• Be available in the event of outages and urgent needs, which may include after-hours support.
• Adhere to and enforce the appropriate information security policies based on the sensitivity of company data and report any security-related issues.
• When applicable, assist other teams such as the Personal Support Center, Network, and Server administration teams on additional duties as assigned.
• Serve as the campus resource for AV setup, operation, and troubleshooting for meetings, classes, and University events.
• Set up, operate, and retrieve audio/visual equipment including projectors, screens, audio mixers, microphones, cameras, and video conferencing systems.
• Schedule, launch, and troubleshoot web conferencing platforms (Microsoft Teams, Zoom, Webex, and others).
• Assist with AV-related inventory maintenance and support the implementation of new AV equipment or technologies as needed.
• Develop and maintain AV-related knowledgebase content and SOPs in partnership with ITSS staff and leadership.

Benefits

• The support department operates 24x7x365, and the IT Support Specialist may be required to provide support during off hours or at off-site locations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree