IT Support Technician / Help Desk Specialist | Hocking College

Ellucian•Nelsonville, OH

1d•Onsite

About The Position

This is an hourly position requiring five days a week onsite at Hocking College, with hours from 8:00 AM to 5:00 PM ET. The IT User Services team is looking for an exceptional Support Technician at Hocking College in Nelsonville, OH to work on and support hardware and software issues being experienced by our faculty, staff, student, and community users. The ideal candidate will add value by owning, managing, and resolving problems. You will be critical to the success of the team. A Support Technician specializes in troubleshooting technical issues for end users. These issues could be either hardware or software related, and it’s the Support Technician’s job to diagnose where the problem is and implement a solution for the user. A successful Support Technician will be comfortable communicating with users and educating them on systems and services. This position involves working with other technical support staff and mentoring student workers while maintaining a strong commitment to high-quality customer service. You will also provide consultative support on business operations, academic systems, and AV technologies while contributing to IT service improvement efforts.

Requirements

2–5 years of relevant IT support experience
Experience supporting Windows 11 and macOS 14/15 systems
Demonstrated experience with Google Workspace and Microsoft 365 applications and cloud collaboration tools
Experience supporting enterprise print management and desktop support environments
Strong understanding of AV software and instructional technology platforms
Excellent communication skills, both verbal and written, with ability to engage diverse stakeholders
Demonstrated analytical and problem-solving skills, with the ability to work independently and as part of a team
Experience with ITSM ticketing platforms (e.g., OSTicket, ServiceNow)
A+ Certification or equivalent technical certification (e.g., CompTIA ITF+, MTA, etc.)

Nice To Haves

Experience with MDM tools and imaging
Familiarity with cybersecurity best practices and compliance standards (FERPA, HIPAA)
Exposure to ITIL practices or formal IT service delivery frameworks

Responsibilities

Perform advanced troubleshooting and remediation for end-user devices, software, network connectivity, and printing systems using diagnostic tools, both remotely and in person.
Provide technical support for hybrid and remote learning environments, including video conferencing systems, and cloud platforms.
Participate in the deployment and lifecycle management of hardware and software, including imaging, configuration, and decommissioning of institutional assets.
Maintain and support academic computer labs, public workstations, and collaborative learning spaces.
Assist with setup, operation, and maintenance of audiovisual equipment including Crestron, Polycom, document cameras, and digital projectors.
Supervise and mentor student technicians, delegating tasks and ensuring quality of service delivery.
Document, escalate, and resolve support tickets within established SLAs using IT service management (ITSM) tools such as OSTicket or ServiceNow.
Assist in evaluating new software and hardware for compatibility, efficiency, and security compliance.
Support mobile device management (MDM) and endpoint protection platforms (e.g., Intune, Jamf, Sophos).
Promote cybersecurity awareness and assist in implementing and supporting endpoint security protocols.
Participate in IT on-call rotation and respond to high-priority or sensitive incidents, escalating as appropriate.
Coordinate with cross-functional IT members including Network Services, and Application Support for issue resolution.
Maintain accurate documentation of processes, standard operating procedures (SOPs), and system configurations.
Contribute to a culture of continuous improvement by identifying opportunities to enhance services and participating in ongoing professional development.

Benefits

Comprehensive health coverage: medical, dental, and vision
Flexible time off
Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests
401k w/ match & BrightPlan - to help you save for the future
Parental Leave
5 charitable days to support the community that supports us
Telemedicine
Wellness
Headspace Care (mental health)
Wellbeats (virtual fitness classes)
RethinkCare & Wellthy– caregiver support
Diversity and inclusion programs which provide access to internal employee resource groups
Employee referral bonuses to encourage the addition of great new people to the team
Education Assistance Program
Professional development opportunities