IT Services and Support Specialist

Hood College

Full-time - Entry Level

Educational Services

About the position

The IT Services and Support Specialist plays a crucial role in the Department of Information Technology (IT) at Hood College, providing essential administrative support under the direct supervision of the Chief Information Officer. This position is responsible for managing all purchasing requirements for IT, which includes verifying, maintaining, and archiving budgeting records. Additionally, the specialist assists in providing level-one help desk support for campus constituents, ensuring that IT services are delivered efficiently and effectively. The role requires a strong analytical mindset, problem-solving abilities, and troubleshooting skills to promptly isolate issues and implement solutions. The IT Services and Support Specialist must be detail-oriented and well-organized, capable of multitasking in a fast-paced environment. This individual will work closely with team members, end users, and solution providers, necessitating strong interpersonal, collaboration, and communication skills. The specialist is expected to effectively schedule time, prioritize tasks, and work independently as well as within teams. Reliability, initiative, and a strong work ethic are essential traits for success in this role. The position is divided into two main areas of responsibility: Administrative Support and Helpdesk Support, each accounting for 50% of the role. In the Administrative Support capacity, the specialist will provide support for all IT units and information systems, track and process financial documents, monitor service-level agreements, and manage IT records. In the Helpdesk Support capacity, the specialist will assist in answering helpdesk inquiries, provide first-level support for common IT issues, and assist with various IT-related tasks across campus. This dual focus ensures that the IT department operates smoothly and that users receive the assistance they need in a timely manner.

Responsibilities

• Provide administrative support for the Chief Information Officer and IT units.
• Track and process price quotes, credit card statements, invoices, and purchase orders.
• Monitor and maintain the IT Purchasing email account.
• Maintain solution provider profiles and service-level agreements.
• Accept and verify receipt of delivered merchandise and update records.
• Process warranty returns and manage IT records systematically.
• Assist in answering the IT helpdesk phone line and creating helpdesk work tickets.
• Provide first-level end user support for common IT issues.
• Assist students, faculty, and staff with password issues.
• Support multifunction devices (MFDs) and manage printer repairs.
• Assist with special projects and provide support for the VOIP / TEAMS Cloud network.

Requirements

• High School diploma or equivalent required; bachelor's degree preferred.
• Strong organizational skills and ability to work collaboratively.
• Proficient in MS Office tools (Word, Excel, PowerPoint), email, and Internet.
• Strong oral and written communication skills.
• Proficient with statistical and financial concepts.

Nice-to-haves

• Experience in a higher education and/or an information technology setting is a plus.