IT Support Specialist

The IT Support Specialist provides day-to-day technology assistance across NCUS, AAMWA, NCUS TEC, and AUS, supporting staff, faculty, scholars, and other approved users. This role focuses on resolving hardware, software, connectivity, account access, printing, audio-visual, and Microsoft 365 issues while maintaining clear service desk documentation.

Core Responsibilities

• Receive, document, prioritize, troubleshoot, resolve, and close technology support tickets according to established service expectations.
• Deliver courteous support by phone, email, remote-support tools, and in person for staff, faculty, scholars, and other approved users.
• Diagnose common issues across hardware, software, connectivity, printing, audio-visual, and account access.
• Communicate ticket status, next steps, expected user actions, and resolution details using plain language.
• Escalate unresolved, high-impact, security-related, or out-of-scope issues with complete troubleshooting notes.

Microsoft 365 and Endpoint Support

• Provide first-level operational support for Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint, and other approved Microsoft 365 services.
• Assist with routine user account, license, group membership, password, and access requests under approved procedures and assigned permissions.
• Support approved organizational applications and coordinate with application owners or vendors for complex issues.
• Help users adopt technology features through brief coaching and clear instructions.

Devices, Inventory, and Deployments

• Prepare, configure, deploy, replace, collect, and securely store laptops, desktops, tablets, phones, printers, and peripherals.
• Assist with device enrollment, standard software installation, updates, configuration, and basic compliance checks using approved management tools.
• Perform approved hardware upgrades and basic repairs, and coordinate warranty or vendor service when needed.
• Support technology setup for offices, classrooms, meetings, events, and temporary workspaces.
• Maintain accurate records for assigned equipment, accessories, users, locations, status, warranties, and lifecycle activity.
• Assist with physical inventory reviews, equipment labeling, stock organization, and reconciliation of missing or reassigned assets.
• Support equipment purchasing activities by collecting requirements, preparing standard requests, receiving shipments, and confirming delivery.
• Follow approved procedures for equipment reuse, return, secure data handling, and disposal.

Documentation, Training, and Service Improvement

• Create and update knowledge articles, checklists, setup instructions, frequently asked questions, and troubleshooting guides.
• Document repeat issues and share observations that may improve service, standardization, reliability, or the user experience.
• Provide basic one-on-one or small-group instruction on approved technology tools and safe computing practices.
• Participate in routine deployments, upgrades, testing, audits, and other technology projects within the role’s assigned scope.
• Apply a forward-thinking approach to identify, support, and deliver technology enhancements and innovation within the role.
• Consistently advance technology growth and department development by challenging current practices and positioning the department for ongoing improvement.

Security and Access Support

• Follow organizational requirements for identity verification, least-privilege access, data handling, account changes, and device security.
• Assist with approved onboarding, role changes, and offboarding tasks using established checklists.
• Recognize and promptly escalate suspected phishing, malware, unauthorized access, lost devices, data exposure, or other security concerns.
• Support security awareness efforts without independently investigating incidents or changing security controls unless specifically authorized.
• Assist with approved account, access, onboarding, offboarding, procurement, and lifecycle activities.

Required Qualifications

• Minimum of an Associate’s Degree, and a foundation along with 3 years experience in Information Technology.
• Proven experience as a help desk technician or other customer support role.
• Industry recognized credentials with a technology focus.
• Tech-savvy with working knowledge of office automation products, databases, and security practices.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• MS 365 Admin Center experience preferred.
• Exceptional communication and interpersonal skills, both formal and informal.

Technologies

• Outlook
• Teams
• OneDrive
• SharePoint
• Word
• Excel
• PowerPoint
• Microsoft 365
• MS 365 Admin Center