Technical Support Specialist II

The Technical Support Specialist II delivers first-level IT and audiovisual support to Saint Leo University students, faculty, and staff. This onsite role focuses on resolving service requests, troubleshooting technology issues across endpoints and AV systems, and managing support activity through the university’s ticketing workflow under applicable SLAs.

Onsite Location and Work Authorization

This position is onsite in Saint Leo, FL and is not eligible for remote work. Applicants must be legally authorized to work in the United States and Saint Leo University does not provide visa sponsorship for this role now or in the future. The university participates in E-Verify and will confirm work authorization for newly hired employees through the federal E-Verify system. Employment is also contingent upon successful completion of a background check conducted in accordance with applicable law.

Responsibilities

• Provide technical support through phone, email, remote sessions, and onsite visits.
• Troubleshoot and resolve hardware, software, network, and account-related issues.
• Manage and document incidents, service requests, and escalations using the IT service management system.
• Support Microsoft 365, Microsoft Entra ID, Exchange Online, and user account administration.
• Deploy, configure, and support Windows, macOS, mobile devices, printers, and related peripherals.
• Assist with endpoint management using Microsoft Intune or similar platforms.
• Support classroom and conference room AV systems, videoconferencing technologies, and hybrid learning environments.
• Maintain technical documentation, knowledge base articles, and asset inventory records.
• Participate in root cause analysis and recommend service improvements.
• Assist with routine system maintenance, testing, and technology implementations.

Required Qualifications

• High school diploma or equivalent is required; an Associate degree in a technical field is preferred.
• 1–3 years of experience in desktop support, help desk, or IT operations.
• Experience supporting Windows, Microsoft 365, Entra ID, endpoint management platforms, and common networking technologies.
• Knowledge of audiovisual systems and videoconferencing platforms is preferred.
• Strong customer service, communication, troubleshooting, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment and adapt to new technologies.

Technologies

• Microsoft 365
• Microsoft Entra ID
• Exchange Online
• Microsoft Intune
• Windows
• macOS
• Mobile devices
• Printers
• Videoconferencing platforms

Benefits

• FREE Tuition for employees, spouses, and dependents*
• Tuition Exchange Opportunity for dependents of employees*
• Generous Paid Leave including sick, vacation, and holidays
• Comprehensive Group Health Plan (Medical, Dental, and Vision)
• Group medical plan includes Teledoc, Surgery Plus, Wellness Incentive Program, and more!
• 100% Employer-Funded Health Reimbursement Account
• 100% Employer-Paid Short Term Disability Insurance
• 100% Employer-Funded Employee Assistance Program (healthcare and dependent options)
• Employer-provided life insurance
• Discounted on-campus dining meal plans
• Nationwide pet insurance
• Flexible Spending Accounts
• 403b Retirement Plan
• Wellness Center
• Eligibility based on meeting required service period

Work Environment and Physical Requirements

• The listed work environment characteristics are a representation of conditions encountered while performing essential functions.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.
• Professional communication is regularly required in person, over the telephone, through email, and via other electronic means.
• Employee may need to move about the office and University and handle various types of media and equipment, including the ability to visually or otherwise identify, observe, and assess.
• Occasional lifting of up to 10 pounds may be required unless otherwise specified in the job description.

Additional Job Notice

This job description is intended to provide a representation of duties and responsibilities and should not be construed as a declaration of all specific duties. Employees may be directed to perform job-related tasks other than those specifically presented. Saint Leo University is an Equal Opportunity Employer and embraces diversity as a critical step in ensuring employee, student, and graduate success.