IT Support Specialist

The IT Support Specialist at Hollins University delivers hands-on technical assistance for faculty, staff, and students across the campus computing environment. This onsite role focuses on troubleshooting hardware and software, supporting classroom technology, and maintaining reliable access to IT services through multiple support channels.

Location and Schedule

• Work location: Roanoke, VA (onsite)
• Work hours: Ability and willingness to work evenings and weekends as needed for critical issues or special events

Compensation

• Hourly pay range: USD 18 - 21 per hour
• Salary range: $18.62-$21.28/hour
• Pay basis: Pay offered will be based on the selected candidate’s experience and qualifications

Responsibilities

• Install, configure, troubleshoot, and maintain end-user workstations, including desktops, laptops, and peripherals
• Support sophisticated and interrelated software products and systems
• Diagnose and resolve hardware and software issues for macOS, Windows, iOS, and Microsoft Office environments
• Perform system imaging, software installations, and hardware upgrades
• Provide support in-person, by phone, by email, and through a ticketing system
• Document all support activities and resolutions in the IT ticketing system
• Maintain computer labs to support reliable operation for academic classes
• Respond to classroom technology issues and provide on-site support as needed
• Assist with technology setup for events and special projects
• Keep Help Desk staff informed of ongoing issues, outages, or trends that may impact support volume
• Follow up with users to confirm issues are fully resolved
• Monitor and respond to voicemail and email in a timely manner

Required Qualifications

• Education: High school diploma or equivalent
• Experience: Minimum of one year of relevant experience
• Working knowledge of macOS, Windows, iOS, and the Microsoft Office suite
• Ability to learn new technologies and systems quickly
• Strong customer service orientation with patience and empathy for users
• Excellent verbal and written communication skills
• Ability to explain technical concepts to non-technical users in a patient and professional manner
• Strong problem-solving skills, with ability to research and follow through on technical issues
• Ability to make sound judgments and decisions
• Strong organizational skills, with ability to prioritize support requests based on urgency and impact
• Ability to self-motivate, work independently and collaboratively, and effectively in a demand-driven environment with minimal supervision
• Ability to lift and move equipment up to 50 pounds
• Ability to travel between campus buildings on foot and via a golf cart
• United States driver’s license with minimal violations

Preferred Qualifications

• Associate’s degree in information technology, computer science, or a related field
• Previous experience in a technical support or help desk role
• Ability to occasionally use a ladder for equipment installation or cable management

Technology Environment

• macOS
• Windows
• iOS
• Microsoft Office
• Microsoft Office suite

Application Process

• Submit a cover letter and resume to [email protected]
• Review of applications will begin immediately and will continue until the position is filled
• Semi-final candidates will be asked to submit contact information for three references
• Once the selected candidate accepts a contingent employment offer, a motor vehicle background check will be conducted
• Previous applicants need not apply