IT Support Specialist

National Center for Urban Solutions • Columbus, OH

4d

About The Position

The IT Support Specialist provides day-to-day technology support across NCUS, AAMWA, NCUS TEC, and AUS. The role resolves hardware, software, connectivity, account access, printing, audiovisual, and Microsoft 365 issues for staff, faculty, scholars, and other approved users. Support is delivered in person, by phone, by email, through remote-support tools, and through Microsoft Teams, with clear ticket documentation and timely communication.

The position supports device setup, deployment, maintenance, troubleshooting, inventory tracking, asset record updates, equipment organization, and basic technology training. It also assists with approved account, access, onboarding, offboarding, procurement, and lifecycle activities; documents recurring issues; recommends service improvements; and collaborates with internal application specialists, the IT Manager, and external vendors to escalate and resolve more complex technology needs.

The role follows organizational requirements for identity verification, least-privilege access, data handling, account changes, and device security. It supports security awareness and escalates suspected security concerns, but does not independently investigate incidents or change security controls unless specifically authorized.

Requirements

• Minimum of an Associate’s Degree.
• A foundation in Information Technology along with 3 years of experience.
• Proven experience as a help desk technician or in another customer support role.
• Industry-recognized technology-focused credentials.
• Tech-savvy, with working knowledge of office automation products, databases, and security practices.
• Good understanding of computer systems, mobile devices, and other technology products.
• Ability to diagnose and resolve basic technical issues.
• Exceptional communication and interpersonal skills, both formal and informal.

Nice To Haves

• Microsoft 365 Admin Center experience preferred.

Responsibilities

• Receive, document, prioritize, troubleshoot, resolve, and close technology support tickets in accordance with established service expectations.
• Provide courteous support by phone, email, remote-support tools, and in person for staff, faculty, scholars, and other approved users.
• Diagnose common hardware, software, connectivity, printing, audiovisual, and account-access issues.
• Communicate ticket status, next steps, expected user actions, and resolution details in plain language.
• Escalate unresolved, high-impact, security-related, or out-of-scope issues with complete troubleshooting notes.
• Provide first-level operational support for Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint, and other approved Microsoft 365 services.
• Assist with routine user account, license, group membership, password, and access requests under approved procedures and assigned permissions.
• Support approved organizational applications and coordinate complex issues with application owners or vendors.
• Help users adopt available technology features through brief coaching and clear instructions.
• Prepare, configure, deploy, replace, collect, and securely store laptops, desktops, tablets, phones, printers, and peripherals.
• Assist with device enrollment, standard software installation, updates, configuration, and basic compliance checks using approved management tools.
• Perform approved hardware upgrades and basic repairs, and coordinate warranty or vendor service when needed.
• Support technology setup for offices, classrooms, meetings, events, and temporary workspaces.
• Maintain accurate records for assigned equipment, accessories, users, locations, status, warranties, and lifecycle activity.
• Assist with physical inventory reviews, equipment labeling, stock organization, and reconciliation of missing or reassigned assets.
• Support equipment purchasing activities by collecting requirements, preparing standard requests, receiving shipments, and confirming delivery.
• Follow approved procedures for equipment reuse, return, secure data handling, and disposal.
• Create and update knowledge articles, checklists, setup instructions, frequently asked questions, and troubleshooting guides.
• Document recurring issues and share observations that may improve service, standardization, reliability, or the user experience.
• Provide basic one-on-one or small-group instruction on approved technology tools and safe computing practices.
• Participate in routine deployments, upgrades, testing, audits, and other technology projects within the role’s assigned scope.
• Identify, support, and deliver technology enhancements and innovation within the role; challenge current practices and contribute to ongoing department development.
• Assist with approved onboarding, role changes, and offboarding tasks using established checklists.
• Recognize and promptly escalate suspected phishing, malware, unauthorized access, lost devices, data exposure, or other security concerns.
• Support security awareness efforts without independently investigating incidents or changing security controls unless specifically authorized.

What This Job Offers

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