IT Desktop Support Specialist

The IT Desktop Support Specialist provides advanced technical support and helps coordinate day-to-day IT operations for university endpoints, shared-use devices, applications, peripherals, connectivity, and related technology services. This one (1) year term role includes advanced troubleshooting, cross-team and vendor coordination, and ongoing improvements to service reliability.

Location

Marion, IN (onsite)

Position Summary

This one (1) year term position supports reliable service delivery across assigned technologies and locations. The role serves as an escalation point for complex issues, analyzes recurring incidents, and maintains procedures and standards to support dependable technology operations for the university.

Key Responsibilities

• Act as the technical point person for assigned locations, technologies, or services while supporting team coverage and cross-training
• Deploy, configure, maintain, repair, replace, and retrieve endpoints, shared devices, peripherals, and related technologies
• Diagnose advanced and non-routine technical issues, determining restoration, escalation, and follow-up actions
• Support operating systems and applications, access and connectivity services, and printing and scanning support for user technology needs
• Coordinate complex issues with IT teams, vendors, and University stakeholders when work spans multiple service boundaries
• Coordinate operational technology projects by organizing work, monitoring progress, adapting processes, resolving technical issues, and communicating recommendations
• Monitor assigned technology services and respond to outages, degradation, and recurring operational issues
• Analyze incident and support trends, then recommend and implement improvements to increase reliability and reduce repeat issues
• Develop and adapt technical procedures, device standards, service dependencies, escalation paths, and repeatable solutions aligned with university security and lifecycle requirements
• Use independent judgment in troubleshooting, service restoration, escalation, prioritization, and modifications of defined support procedures

Minimum Qualifications

• Associate's degree and over five (5) years of related field experience, or an equivalent combination of education and experience (for example, a bachelor's degree and four (4) years of related experience)
• Four or more (4+) years providing technical support in an enterprise or similarly complex technology environment
• Two or more (2+) years providing customer service or front-line support to varied user populations
• Experience troubleshooting multiple platforms, including Microsoft 365, Windows, macOS, and SaaS or cloud services
• Experience supporting interconnected endpoint, application, access, connectivity, and vendor-dependent services
• Experience identifying recurring technical issues, documenting support patterns, and recommending service or process improvements
• Experience coordinating with technical teams, vendors, and operational stakeholders to resolve issues that cross support boundaries
• Advanced troubleshooting and diagnostic skills across endpoint, application, access, peripheral, and connectivity issues
• Ability to exercise independent judgment and prioritize competing project and operational demands with limited supervision
• Ability to analyze recurring issues, service dependencies, and support patterns and recommend operational improvements
• Strong process development, technical documentation, and procedure adaptation skills within defined University standards
• Ability to translate non-technical user needs into technical requirements and practical solutions
• Excellent written and verbal communication skills, including the ability to explain technical information to non-technical users
• Ability to coordinate work across IT teams, vendors, and University stakeholders
• Ability to train and coach others in individual and small-group settings
• Ability to rapidly learn new technologies and support services
• Positive, servant-leader attitude
• Possess a valid driver's license and be able to carry 40 lbs. regularly
• All employees must possess a strong Christian commitment and adhere to the standards outlined in the IWU Community Lifestyle Statement

Technologies

• Microsoft 365
• Windows
• macOS
• SaaS
• Cloud services

Benefits

• This position is a one (1) year term position which would include benefits

Religious Commitment and Diversity Statement

IWU Kingdom Diversity Statement: IWU, in covenant with God's reconciling work and in accordance with the Biblical principles of the historic Wesleyan tradition, commits to build a community that reflects Kingdom diversity. The university will foster an intentional environment for living, teaching, and learning that exhibits honor, respect, and dignity, valuing each member's earthly and eternal worth while embracing deliberate inclusion.

Limitations and Disclaimer

As a religious educational institution operating under the auspices of The Wesleyan Church, Indiana Wesleyan University is permitted and reserves the right to prefer employees on the basis of religion (42 U.S.C., Sections 2000e-1 and 2000e-2).

The job description is intended to describe the general nature and level of work being performed and is not exhaustive. Employees may be required to follow other job-related instructions and perform additional job-related duties requested by their supervisor in compliance with Federal and State Laws.