IT Support Specialist

Catawba College - Salisbury, NC

Full-time - Entry Level

Salisbury, NC

1,001-5,000 employees

Educational Services

About the position

The IT Support Specialist serves as the first point of contact for technology needs and concerns at Catawba College. This role is essential in supporting the IT Department's mission by assisting students and employees with their technology-related issues, ensuring effective communication, and providing hardware and software support.

Responsibilities

• Serve as the first point of contact for IT support needs, including servicing walk-up traffic at the IT Help Desk.
• Respond to and appropriately assign tickets to IT personnel through the college's ticketing system.
• Effectively prioritize and escalate service requests based on urgency.
• Answer the main IT office phone line and communicate with customers who have active tickets.
• Provide hardware and software support and initial diagnosis of issues related to auxiliary college systems.
• Assist in onboarding and offboarding employees with their physical technology products.
• Train the campus community on technology updates and usage.
• Assign duties to student support workers and monitor various reporting services for outages.
• Update the status page as necessary and act as the contact for vendors servicing copiers and recycling.
• Perform other duties and responsibilities as assigned.

Requirements

• Bachelor's degree or equivalent combination of education and experience.
• Excellent communication skills, both verbal and written.
• Current knowledge of technology with a commitment to ongoing research and training.
• Enthusiastic about helping people use computer and classroom technology successfully.
• Patient, friendly, empathetic, and professional attitude.
• Comfortable with PC/peripheral/printer and classroom technology setup and configuration.
• In-depth knowledge of the Windows operating system and Microsoft Office applications.
• Knowledge of Apple devices, Mac OS, and iOS.
• Strong problem-solving skills and creative thinking to solve challenges.
• Ability to research, organize, and retain technical information and learn new hardware and software products independently.
• Ability to work both independently and collaboratively.