Information Technology Support Specialist

Classification/FLSA Status:  Level II (Full time I Non-exempt)

Primary function:     Under general supervision, provide technical software, hardware, and network support to all Sherman College employees and students. The IT Support Specialist receives and responds to inquiries and requests in a timely manner and resolves the issue or communicates with the IT team to find a resolution. Basic management of the iPad environment and Digital Signage when necessary.

Key Responsibilities:

1. Serve as the initial point of contact for users seeking technical assistance with IT-related concerns.
2. Diagnose and resolve issues related to workstations, network connectivity, and printing devices efficiently.
3. Accurately document and track issues from reporting to resolution, contributing to the enhancement of the internal knowledge base.
4. Offer personalized training sessions to staff and students as needed, ensuring a clear understanding of the software and hardware tools available.
5. Conduct regular inventories of hardware and software resources to ensure optimal functionality and compliance with asset management standards.
6. Oversee the setup, operation, and troubleshooting of audio/visual (AV) equipment during events to ensure a seamless presentation and interaction, while also addressing any technical issues promptly to minimize disruptions and enhance the overall event experience.
7. Execute imaging of PCs using Microsoft Deployment Workbench and facilitate the integration of PCs into the Active Directory infrastructure.
8. Administer the JAMF mobile device management platform, aiding employees, and students in leveraging iPad functionality effectively.
9. Maintain and update the Digital Signage for Sherman College as needed.
10. Engage actively in Showcase Sherman events and the annual Lyceum program, representing the IT department professionally.
11. Adapt to varying work schedules including overtime and weekends as necessitated by projects and/or special events.
12. Offer robust support to college policies and foster a collaborative work environment, especially in student-facing scenarios.
13. Undertake additional duties as delegated by the IT Director, demonstrating a proactive and team-oriented approach.

Basic Qualifications:

1. Exceptional customer service acumen with a proven ability to address user needs effectively.
2. Innovative problem-solving capabilities with a keen analytical mindset.
3. Strong interpersonal skills and the ability to cultivate positive working relationships.
4. High level of attention to detail, ensuring accuracy and consistency in task execution.
5. Proficiency with Microsoft Windows 10 and familiarity with common troubleshooting techniques.
6. Comprehensive knowledge of Microsoft Office and its application in a professional setting.
7. Familiarity with Apple products including iPhone, iPad, and Mac, and the ability to provide support for these devices.
8. Basic understanding of Audio/Visual hardware and its integration within a modern IT infrastructure.

Preferred Qualifications:

• Associates Degree
• 2 years of experience in an IT support role
• A+ certification

Physical demands and work environment:

Physical Demands: While performing the duties of this job, the employee is occasionally required to walk, stand/sit; use hands to finger, handle or feel objects or controls; reach with hands and arms; talk and hear; running, dragging, drawing, pulling cable in confined spaces, ceilings or suitable spaces as needed; climbing, ascending or descending ladders; lifting computers, speakers, and other peripherals, raising objects from a lower to a higher position or moving objects horizontally from position-to-position.   Specific vision abilities required by the job include close vision, distance vision, and the ability to adjust focus.

Mental Stresses:Multi-task & challenging demands

Work environment:  While performing the duties of this job the employee works in a controlled work environment and the noise level in the work environment is usually minimal.