ITS and Operations Support Analyst

Aquinas College • East Grand Rapids, MI

1d • Onsite

About The Position

Aquinas College is seeking a Technology Support & Operations Specialist to join their team. This role blends frontline technical support with administrative management of campus mail operations. The position involves solving technical challenges, mentoring student workers, and making a tangible impact on campus life.

Requirements

• An Associate’s degree (or equivalent from a two-year college or technical school) is preferred or an equivalent combination of education and hands-on experience will gladly be considered.
• Professional certifications (e.g., CompTIA A+, Network+, Help Desk Institute, or similar) are highly preferred.
• A strong general knowledge of technology systems, including proven experience with PC installation, printer support, and hardware/software troubleshooting.
• Demonstrate a commitment to empathetic, user-first customer service through clear, responsive, and professional communication.
• The ability to seamlessly pivot between technical troubleshooting and administrative tasks, including the physical stamina required for mailroom operations and IT equipment handling.
• Must be able to perform the essential functions of the job with or without reasonable accommodations.

Responsibilities

• Serve as the first point of contact for IT support, handling inquiries via phone, email, and in person with empathy, patience, and technical expertise.
• Utilize best practices in request, incident, and problem management to efficiently categorize, troubleshoot, and resolve hardware, software, and connectivity issues.
• Support, set up, configure, and troubleshoot the college desktop computing environment across offices and classrooms.
• Actively contribute to and maintain the internal IT knowledge base, producing clear operational guides to empower user self-service and improve team efficiency.
• Partner closely with broader IT teams, including Infrastructure and Application Services, to ensure a cohesive support experience.
• Oversee students who process all incoming and outgoing mail, including sorting, pick-up, delivery, bulk mailings, international mail, and pre-sorted services, while ensuring strict compliance with postal regulations.
• Hire, schedule, train, and supervise a team of student workers to handle daily mailroom operations smoothly and professionally.
• Maintain the operational integrity of all postage equipment, troubleshoot vendor issues, and accurately collect, record, and deposit postage monies.
• Regularly assess, refine, and improve both Helpdesk and Mailroom workflows to reduce costs, boost operational efficiency, and elevate user satisfaction.
• Perform other strategic duties as assigned to support the changing needs of the department and campus community.

Benefits

• Affordable medical, dental, and vision plans
• Generous paid vacation each year
• Paid sick time
• Short-term disability
• College-paid life and AD&D insurance
• Free tuition at Aquinas for employees and their dependents after one year of full-time employment

What This Job Offers

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