IT Support Specialist

IT SUPPORT SPECIALIST

SUMMARY

The IT Support Specialist provides hands-on technical support to students, faculty, and staff to ensure the reliable operation of campus technology systems and services. The position includes work at both the Cleveland and Fairlawn campus locations. Experience supporting educational environments, LMS platforms (e.g., Moodle), device imaging and deployment, printers, and basic networking (Wi-Fi, switches, access points) is highly desirable. The role requires proficiency with Windows operating systems, Office 365 administration, learning management platforms such as Moodle, and foundational networking skills, including Wi-Fi troubleshooting and basic support of routers, switches, and access points. Familiarity with printer management, camera systems, and basic IT infrastructure is preferred. The position requires strong problem-solving abilities, clear and professional communication, and the capacity to work independently or collaboratively while upholding strict confidentiality and privacy standards.

RESPONSIBILITIES & DUTIES

Device and System Management

• Diagnose and resolve a wide range of hardware, software, and connectivity issues.
• Supports daily technology needs, resolves system issues, and contributes to a reliable, student-centered learning environment.
• Maintain, repair, and upgrade computer systems, laptops, printers, and related peripherals.
• Handle Wi-Fi connectivity issues and troubleshoot campus camera systems.
• Manage requests and deployment of new laptops for incoming staff and faculty.
• Configure and set up laptops for new staff and faculty, including onboarding support.
• Oversee daily library printing operations (10:30 AM - 12:30 PM), including troubleshooting printers, replacing toner, and ordering supplies.
• Import Moodle shells for the Veterinary Department at the start of each block.
• Oversee laptop carts, ensuring devices are organized, fully charged, and ready for use (with assistance from DFI for distribution).
• Maintain, repair, and upgrade IT networking, including, but not limited to routers, switches, firewalls, and access points.

Student Onboarding and Training

• Set up Moodle passwords for all incoming students.
• Provide Moodle troubleshooting support, including password resets.
• Develop Orientation training resources for students for Moodle navigation and usage
• Develop Orientation training resources for students for Campus Portal setup.
• Develop Orientation training resources for students for email configuration.
• Develop Orientation training resources for students for Microsoft Office tools and best practices.

Helpdesk Support

• Respond to technical support requests from staff, faculty, and students promptly and professionally.
• Troubleshoot laptop, desktop, and software issues.
• Provide training and guidance on technology usage, security, and best practices.
• Document recurring issues and propose long-term solutions.
• Manage and promote the use of ticketing system.

Software Support

• Support educational and administrative applications (e.g., Office 365, Moodle, student information systems).
• Ensure software tools remain up-to-date and fully functional.

Professional Development

• Develop professional development (self-development and professional growth) plan.
• Provide support documentation that demonstrates the professional development plan has been executed.
• Attend departmental/committee meetings and participate in professional development and compliance training activities.

Other Duties as assigned

JOB SPECIFICATIONS

Competencies

• Professional Communication.
• Detail-Oriented and Organized.
• Critical Thinking and Problem Solving.
• Ethical Conduct.
• Confidentiality and Discretion.
• Independent and Collaborative Work.
• Emotional Intelligence.

Supervisory Responsibility

This position does not have direct supervisory responsibilities and collaborates with the staff and faculty to support student success.

Work Environment & Physical Requirements

This position operates within a professional higher education environment, which may include office, classroom, laboratory, clinical, remote, and other work settings as required by the position. The role involves regular interaction and engagement with members of the College community. Employees routinely use computers, real-time communication systems, and other tools, technology, and equipment necessary to perform the responsibilities of the position. The employee must be able to:

• Remain seated, standing, or move around for extended periods to perform job duties.
• Maintain sufficient visual acuity to read, review, and prepare documents.
• Perform physical tasks associated with the responsibilities of the position, which may include moving, positioning, lifting and carrying, reaching, bending, stooping, or handling materials and equipment.

Travel

It may require occasional travel to a different campus site (Cleveland/Fairlawn), off-site work-related locations such as professional development events, or campus events. This position requires travel between the Cleveland and Fairlawn campuses.

Position Type/Expected Hours of Work

The position is a non-exempt, full-time, hourly position. It is an onsite position. Standard business hours are Monday through Thursday, 8:00 a.m. to 5:00 p.m., and Friday, 8:00 a.m. to 3:00 p.m. Occasional evening or weekend work may be required as job duties demand.

Requirements: Education, Licensing, Prior Work Experience & Other

• Education: Preferred: Associate degree or higher in Information Technology, Computer Science or related field.
• Licensure: No Requirements. Nationally recognized certifications such as CompTIA A+, CompTIA Network+, or current Microsoft certifications Microsoft 365/ modern desktop are strongly preferred.
• Prior Work Experience: Preferred: if college credentials are baccalaureate or higher: a minimum of two (2) years of hands-on IT support experience required (help desk, desktop support, or end-user technology support). If the college credential is an associate degree (or another credential): a minimum of five (5) or more years of relevant practical experience.

Supervisory Control

Direct Report: Campus Management.

Oversight: Vice President of Academic Administration and IT.

May receive collaborative direction from the Director of Information Technology (IT) and campus management to support institutional goals.

The job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee. They may change, or new ones may be assigned at any time with or without notice.