ITS Support Specialist

Highland Community College•Freeport, IL

4d•Onsite

About The Position

Highland Community College seeks an ITS Support Specialist to join our Information Technology Services team. This full-time position plays a critical role in supporting the College's technology infrastructure by providing technical assistance, troubleshooting hardware and software issues, and ensuring faculty, staff, and students have access to reliable technology resources. If you enjoy solving technical challenges and delivering exceptional customer service in a collaborative educational environment, we encourage you to apply!

Requirements

Associate's degree in Information Technology and three (3) years of related work experience; OR an equivalent combination of education and experience that provides the required knowledge, skills, and abilities.
Knowledge of computer hardware, operating systems, peripheral equipment, and networked environments.
Knowledge of desktop, server, and network technologies, including security devices and software implementation.
Understanding of hardware and software troubleshooting techniques and best practices.
Ability to install, configure, maintain, and repair computers, peripherals, and mobile devices.
Strong analytical and problem-solving skills with the ability to identify effective technical solutions.
Ability to learn and support new technologies, systems, and applications.
Excellent customer service, communication, and interpersonal skills.
Ability to communicate technical information clearly to users with varying levels of technical expertise.
Strong organizational skills with the ability to prioritize multiple projects and deadlines.
Ability to establish and maintain effective working relationships with a diverse population of students, faculty, staff, and community members.
Ability to use data and information to support informed decision-making.
A+ Certification required within six (6) months of hire.

Nice To Haves

Experience supporting technology in a higher education environment is preferred.
Network+ Certification preferred.

Responsibilities

Provide technical support to faculty, staff, and students by researching and resolving hardware, software, network connectivity, and related technology issues.
Respond to and manage campus technology support requests through the ITS service desk, including telephone, email, and ticketing system communications.
Evaluate, test, and assist with deployment of operating systems and software applications across campus computers.
Create and maintain end-user computing environments, including operating system setup, application deployment, group policy configuration, and client device management.
Administer department-specific systems and software, including setup, configuration, training, and ongoing support.
Install, configure, and support wireless devices such as laptops, smartphones, tablets, and other mobile technologies.
Track, document, and resolve support requests using the ticket management system and contribute to the ITS knowledge base.
Provide technology training and technical instruction to faculty, staff, and students.
Obtain technology-related quotes, create purchase orders, and order computer components and equipment as needed.
Maintain accurate inventory records for college-owned technology equipment.
Provide backup support for media systems, telecommunications, and security remediation efforts.
Perform other duties as assigned.