Technical Support Specialist

Rollins College’s Information Technology Department is hiring a Technical Support Specialist to deliver front-facing IT support that keeps academic work moving. In this onsite role in Winter Park, Florida, you will triage requests, troubleshoot a range of technology issues, and use ITSM workflows to manage the full service lifecycle.

The position is designed for someone who combines calm customer service with hands-on technical problem solving, while helping strengthen campus-wide support standards and ongoing projects.

What you will do

• Troubleshoot and resolve problems across hardware, software (Mac and Windows), mobile devices, network access, and provide basic audio visual assistance for classes and events
• Serve as the “front door” of IT by monitoring and triaging incoming calls, walk-ups, and tickets
• Set clear expectations with clients while prioritizing support based on urgency and academic impact
• Use TeamDynamix to manage service status updates, translate technical details into clear language, and route complex issues to the right teams
• Own request follow-through by responding promptly and following up to confirm the core problem is actually solved
• Bridge current support needs with future technology standards by actively learning, testing, and applying solutions that keep the campus current
• Stay up to date on emerging technologies and industry best practices to improve campus-wide support and inform IT standards and policies
• Partner with the team to plan, test, and launch campus-wide projects, including new installations and system upgrades
• Mentor and guide student technicians, supporting both technical IT skills and soft skills
• Support process improvement for the Help Desk with a focus on removing barriers and delivering outstanding experiences sustainably
• Identify complex issues early, pull in backup, ask targeted questions, and use the internal knowledge base
• Keep the department aligned by using internal project, ticket, and communication platforms to document tasks, questions, and resolutions, and by using reports and dashboards to manage workload
• Provide backup support to Event technicians for common support requests

Required experience and skills

• At least 1 year of job-related experience and/or technical courses, certificates, training, or licenses
• Demonstrated excellence in customer service
• Motivated self-starter who can work independently and collaboratively as part of a team
• Strong troubleshooting skills across hardware and software on Mac, Windows, and mobile devices, including related devices such as printers, scanners, and webcams
• Patient, calm demeanor in stressful or high-pressure situations
• Excellent written and oral communication skills
• Strong attention to detail and time management skills
• Front-facing customer service position

Technology you will work with

• Mac
• Windows
• TeamDynamix
• SCCM
• JAMF
• Intune

Work schedule and environment

• Full-time appointment scheduled for 37.5 hours per week, 12 months per year, for up to 1950 hours annually; schedule will be discussed during the interview
• Flexible schedules or overtime may be required to meet academic calendar demands
• Campus-based role in Winter Park, FL (onsite)
• Primarily indoor environment with occasional outdoor transit between buildings and support for events
• Physical activity includes walking across campus while carrying or carting equipment, lifting up to 40 pounds, bending, stooping, stretching, and standing

Preferred qualifications

• Previous higher education technical support experience
• Familiarity with endpoint management solutions such as SCCM, JAMF, and Intune
• ITSM/ITIL familiarity
• Familiarity with using ticketing systems to manage support requests
• Bachelor’s degree from an accredited University or College

Benefits

• 15 Days - Paid Time Off (vacation, sick, and personal time)
• 10 Days - Paid Holidays
• 5 Days - Paid College Closure Days
• Eligible for Medical, Prescription, Dental & Vision Insurances within 30 days of hire
• 100% Employer-Funded Health Reimbursement Account ($125+/month)
• 100% Employer-Paid Short & Long Term Disability Insurance
• Domestic Partner Benefits
• 11.5% Employer Retirement Contributions
• Discounted On-Campus Dining Meal Plans
• Free On-Campus Parking
• Free Access to Campus Amenities (gyms, pools, library, sporting events, and more)
• Free Full Tuition for Employees and their Families
• Pet Insurance
• 100% Employer-Funded Employee Assistance Program
• Flexible Spending Accounts
• Award-Winning Wellbeing Programs

How to apply

• Submit an application and upload: Resume, and (optional) Cover Letter
• Provide three reference names and email addresses on the application

Service months: 12. FLSA status: Non-Exempt.

Additional notes for local life: Rollins College is on multiple Lynx Bus Routes (Winter Park/Rosemont-9 and Winter Park/Springs Village-23) and within walking distance from the Winter Park SunRail Station. Rollins also offers local and national discount programs, free e-training courses and professional development opportunities, IT software and laptop discounts, bookstore discounts, and annual service awards and recognition programs.