Pr. IT Campus Support Specialist (VNY)

Vanderbilt University•New York, NY

22h•Onsite

About The Position

The Principal IT Campus Support Specialist serves as the primary, onsite IT resource for Vanderbilt University’s New York Campus, delivering hands‑on technical support to faculty, staff, students, and campus partners. This role is accountable for the reliable day‑to‑day operation of end‑user computing, classroom and instructional technologies, and select local infrastructure components. Operating with a high level of autonomy, the Principal Specialist applies advanced professional judgment to independently resolve routine, non-routine, and complex issues, ensure instructional and administrative continuity, and coordinate escalations with centralized IT teams when appropriate. The Principal Specialist models service excellence while proactively identifying risks, service gaps, and improvement opportunities affecting the New York Campus. This position plays a critical role in aligning local execution with university IT standards, enhancing service maturity, and delivering a consistent, high‑quality campus IT experience with limited supervision.

Requirements

High school diploma or GED is necessary
6-8 years of relevant, progressive experience is necessary
Advanced experience supporting Windows, macOS, mobile platforms, and enterprise applications is necessary
Proven expertise supporting classroom AV and instructional technologies in live academic environments is necessary
Strong working knowledge of networking fundamentals, infrastructure troubleshooting, and escalation coordination is necessary
Demonstrated experience mentoring or guiding junior staff, peers, or student employees is necessary
Exceptional communication, judgment, and stakeholder management skills are necessary
Demonstrated commitment to customer service, documentation quality, and continuous improvement is necessary
Demonstrated commitment to VUIT’s Guiding Principles is necessary

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, or a related field; or an equivalent combination of education and experience is strongly preferred
Industry certifications such as CompTIA A+, Network+, AVIXA CTS, or similar preferred
1-2 years of day-to-day operations oversight is preferred

Responsibilities

Operates as the zone lead for Vanderbilt’s New York Campus, setting day-to-day priorities and ensuring coverage for routine and non-routine support needs.
Provides hands-on support across routine, non-routine, and complex technical issues, including hardware, software, peripherals, mobile devices, and standard enterprise applications.
Independently assesses ticket, request, and/or issue severity, determines appropriate resolution paths, and balances urgency, user impact, and service quality.
Documents solutions and identifies recurring issues or opportunities for user education, operational refinement, or service improvement.
Delivers full spectrum support for classroom, instructional, and event technologies, ranging from routine daily classroom readiness to complex, high visibility academic and administrative events.
Performs onsite setup, testing, troubleshooting, and live support for lectures, hybrid instruction, meetings, and special events.
Leads response efforts for non-routine or complex event issues, including technology failures, last minute changes, or multi-system coordination.
Monitors equipment condition and usage patterns, recommending lifecycle replacements or enhancements to improve reliability and supportability.
Builds trusted relationships with faculty, staff, students, and campus leadership through consistent, responsive, and professional engagement.
Communicates clearly during routine requests, service disruptions, and complex incidents, setting expectations and providing timely updates.
Proactively keeps the Executive Director informed of operational conditions, emerging issues, risks, and significant IT‑related developments at the New York Campus.
Represents Customer Engagement and VUIT values while serving as the primary local IT presence at the New York campus.
Performs routine and non-routine hands-on support for local network components, including switches, access points, patch panels, cabling, and network rooms.
Troubleshoots connectivity issues of varying complexity, validating physical connections, hardware status, and environmental conditions before escalating to central teams.
Coordinates resolution of complex infrastructure issues by documenting findings, partnering with enterprise teams, and following through to closure.
Identifies and reports trends, risks, or facility related concerns that may impact network stability.
Maintains and enhances documentation for routine procedures and complex problem resolution to support operational continuity.
Analyzes incident trends across all complexity levels to recommend service improvements or standardization opportunities.
Ensures adherence to university IT policies, security standards, and operational best practices.