IT Support Specialist

National Center for Urban Solutions • Columbus, OH

5d

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 and 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 on complex technology needs.

Requirements

• At least an Associate’s degree and a foundation in Information Technology, along with 3 years of experience in Information Technology.
• Proven experience as a help desk technician or in another customer support role.
• Industry-recognized, technology-focused credentials.
• 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 formal and informal communication and interpersonal skills.

Nice To Haves

• Experience with the Microsoft 365 Admin Center.

Responsibilities

• Receive, document, prioritize, troubleshoot, resolve, and close technology support tickets in line with established service expectations.
• Provide courteous support by phone, email, remote-support tools, and in person to 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.
• Coach users and provide clear instructions to help them adopt available technology features.
• 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 of 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 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, FAQs, 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 assigned scope.
• Identify, support, and deliver technology enhancements and innovation within the role, and contribute to ongoing department improvement.
• Follow organizational requirements for identity verification, least-privilege access, data handling, account changes, and device security.
• 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
• Education Level: Associate degree