ITS Service Desk Tier I Technical Support Specialist

Hillsdale College is seeking an ITS Service Desk Tier I Technical Support Specialist to support faculty, staff, students, and guests with day-to-day technology needs. The role is centered on the Hillsdale, MI campus, with remote coverage for the Washington, DC campus, and it emphasizes fast, organized resolution of incidents and service requests.

Working within ITIL-aligned service desk processes, you will help keep enterprise systems running, troubleshoot common hardware and connectivity issues, and maintain clear communication with users throughout the support lifecycle.

What you’ll do

• Act as the first point of contact for IT issues, managing incidents and service requests for the Washington, DC campus remotely while supporting users on the Hillsdale campus.
• Troubleshoot and resolve problems across Windows and macOS systems, iOS/Android mobile devices, printers, and basic networking.
• Support the deployment and use of enterprise applications, including Microsoft 365, Google Workspace, Box, and video conferencing tools such as Zoom and Teams.
• Provide account and access support, including permissions help in Active Directory and cloud-based systems.
• Contribute to IT knowledgebase articles and self-service documentation to reduce repeat questions.
• Follow ITIL-aligned processes for incident management, service request fulfillment, and problem management.
• Log, categorize, and prioritize requests in the Service Desk system, keeping documentation accurate and resolutions timely.
• Coordinate with IT teams and vendors to resolve more complex issues and improve service delivery.
• Explain technical solutions to non-technical audiences with a focus on user satisfaction.
• Support continuous improvement efforts to streamline service desk operations and increase efficiency.
• Identify recurring issues and trends, collaborate with peers on root-cause investigation, and recommend long-term fixes.
• Document resolutions and procedures to reduce repeated incidents and improve resolution times.
• Support change enablement by reviewing and testing IT changes to minimize service disruption.

What you’ll need

• Associate’s or Bachelor’s degree in Information Systems, Computer Science, or a related field preferred, or equivalent professional experience.
• Minimum 2 years of experience in a service desk or technical support role.
• ITIL Foundation certification desirable but not required.
• CompTIA A+ or similar certification desirable.
• Customer service training or experience highly desirable.
• Proficiency in Windows and macOS administration, installation, configuration, and troubleshooting.
• Working knowledge of TCP/IP networking and modern Wi-Fi connectivity.
• Experience with Microsoft 365, Google Workspace, Box, and help desk tracking software.
• Familiarity with account administration in Active Directory and cloud-based identity management systems.
• Awareness of cybersecurity risks and mitigation best practices.
• Excellent communication, customer service, and documentation skills.
• Ability to manage multiple requests, prioritize effectively, and adapt to new technologies.
• Flexible work hours may occasionally be required.
• Commitment to Hillsdale College’s mission and values.

Technologies you’ll work with

• Windows, macOS, iOS, Android
• Microsoft 365, Google Workspace, Box
• Zoom, Teams
• Active Directory, TCP/IP, Wi-Fi
• Service Desk system, cloud-based systems, cloud-based identity management systems

Physical demands

• Ability to operate and install technology (hardware, software).
• Must be able to crawl under desks, lift or move up to 25 pounds, and carry equipment as needed.
• Ability to walk, stoop, crouch, or climb during installations.

Location: Hillsdale, MI (onsite). Remote support is provided for the Washington, DC campus.

Open until filled: Yes