IT Support Specialist

About the position

The specialist, reporting to the college's Director of IT, will provide comprehensive technical support to end users within the College of Architecture, Arts, and Design. This role involves installing, configuring, updating, and maintaining macOS, Windows, and some Linux computers, as well as supporting software installations and peripherals. The technician will collaborate with the AAD IT support team to address service calls and provide professional customer service. This position will be eligible for a hybrid work arrangement of up to one day of remote work every week following a fully onsite onboarding period (estimated to be 180 days) to support successful training and transition.

Responsibilities

• Provide technical support to end users within the College of Architecture, Arts, and Design.
• Install, configure, update, and maintain macOS, Windows, and some Linux computers.
• Support software installations and peripherals.
• Collaborate with the AAD IT support team to address service calls.
• Deliver professional customer service.

Requirements

• Experience with Windows, Mac, and Linux operating systems.
• Experience installing, operating, and troubleshooting computer hardware and software.
• Ability to interface with end users over the telephone, via email, or in person.
• Good interpersonal, customer support, verbal, and technical writing skills tailored to the intended audience.

Nice-to-haves

• Experience with backup systems like OneDrive, Google Drive, Time Machine, etc.
• Knowledge of endpoint management frameworks including HCL BigFix, JAMF, or Microsoft Intune.
• Experience with ticketing systems such as ServiceNow.
• Experience working with computers in an Active Directory/Group Policy environment.
• Experience in an IT support or help desk environment or related role.
• Experience with 3D printing technology.
• Experience with VR and AR headsets in a learning environment.