IT Support Specialist I-III

REPORTS TO: IT Manager

WORK SCHEDULE: Monday through Friday 7:30am - 4:00pm

COMPENSATION:  $31.51 - $36.47/hour + DOE + Benefits, Non-Exempt Regular Full-Time Position

CLOSING DATE: Until Filled

Ilisagvik College is rooted in the ancestral homeland of the Iñupiat. As an institution, we are “Unapologetically Iñupiaq.” This means exercising the sovereign inherent freedom to educate our community through and supported by our Iñupiaq worldview, values, knowledge, and protocols. The Iñupiaq way of life is woven into our curriculum, programs, activities, and daily interactions within Ilisagvik College and our community partners.

SUMMARY OF POSITION: 

The IT Systems & Support Specialist is responsible for planning, coordinating, implementing, troubleshooting, and maintaining the College’s electronic office systems and infrastructure. This includes support for client endpoints, servers, network connectivity, printers, fax, electronic mail, software applications, local area network (LAN), and integration with online and Internet resources. The Specialist provides direct user support, helps define and uphold standards and best practices, and contributes to ongoing improvements and projects.

This role exists in three levels (I, II, III), with increasing responsibility, autonomy, technical complexity, project leadership, and mentoring.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Provide helpdesk/Call Center operations: receive, prioritize, track, and resolve technical tickets (hardware, software, network, peripherals).
  
• Provide first, and as appropriate second or third level support for Microsoft Office, operating systems, and common software applications.
  
• Diagnose and resolve user issues with PCs, printers, VoIP, mobile devices, and peripheral hardware.
• Maintain and perform upgrades, patches, and updates on systems and software.
  
• Assist users with connectivity and network environment issues (wired, wireless, VPN).
  
• Maintain documentation: knowledge-based articles, user guides, repair logs, network diagrams, inventory records.
  
• Track, tag, and manage hardware/software assets throughout their lifecycle, including procurement, deployment, and decommissioning.
  
• Assist in developing, enforcing, and updating automation and systems standards, policies, and best practices.
  
• Provide end-user training and “office system literacy” support (how to best use software tools and workflows).
  
• Maintain communication with users about issue status, resolutions, and best practices.
  
• Coordinate with or escalate to other IT groups (network, systems, security) when necessary.
  
• Provide support for classroom / event technology (projectors, AV, conference systems) as needed.
  
• Assist in special projects: system migrations, upgrades, rollouts, lab or office reconfigurations.
  
• Perform additional duties as required by IT management or institutional leadership.
  
• Complies with College policies, procedures and administrative directives, as well as state, federal, and local laws, regulations, and ordinances.                                                      
  
• Performs other related duties as required.
  

For Level II / III, includes:

• Lead or coordinate small to medium projects (hardware refresh, software rollouts).
• Mentor and train lower-level staff or student workers.
• Assist in planning for infrastructure upgrades and future technology needs.
• Provide input on budgets, purchasing, vendor evaluation, and licensing.
• Conduct root‑cause analysis for recurrent issues and propose process improvements.
• Act as escalation point for complex technical issues.

KNOWLEDGE/SKILLS/ABILITIES:

• Strong familiarity with PC hardware, software, diagnostics, repair.
  
• Working knowledge of Microsoft applications and operating systems; ability to learn and support additional OS (macOS, Linux) as needed.
  
• Basic networking knowledge (TCP/IP, DNS, DHCP, VLANs, wireless) and ability to troubleshoot connectivity issues.
  
• Experience or aptitude in image deployment, configuration management, and automated deployment tools.
  
• Ability to explain technical issues in plain language to non-technical users.
• Good oral, written, and interpersonal communication skills.
  
• Excellent customer service orientation and ability to work under pressure
  
• Demonstrated ability to interact effectively in a multicultural environment.
  
• Ability to pass a pre-employment background check.
  
• Demonstrated knowledge in one or more of the following areas: post-secondary educational systems, North Slope Borough [NSB] institutions and organizations; Iñupiat culture, language, values, and traditions.
  
• Ability to interpret and represent North Slope community values, customs, and beliefs for the College.
  
• Ability to interpret and represent College actions and western institutions to the North Slope community.
  
• Ability to support Iḷisaġvik College’s mission.

EDUCATION/CERTIFICATES/EXPERIENCE [Required/Preferred]:

Required (Level I):

• High school diploma or equivalent.
• Relevant IT certification (e.g. Microsoft, Cisco, CompTIA A+ / Network+).
• 1–2 years of customer service or technical support experience.

Preferred (Level II / III):

• Associate degree (or higher) in Information Technology, Computer Science, or related field.
• Advanced certifications (e.g. Microsoft Certified, Cisco CCNA, CompTIA Server+, etc.).
• Experience in an educational or nonprofit environment.
• Valid driver’s license.

Promotion / Advancement Conditions:

• Meeting performance benchmarks (ticket resolution, customer satisfaction, project assignments).
• Acquisition of additional certifications or training.
• Demonstrated ability to lead projects, mentor staff, take initiative, and expand technical scope.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to sit, stand, walk, use hands to finger, handle or feel objects, tools, controls, and reach with hands and arms. The employee is frequently required to stoop, kneel, crouch, or crawl and talk and hear; The employee is occasionally required to climb or balance, and may occasionally drive a vehicle. The employee must be able to lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

ENVIRONMENTAL CONDITIONS: The environmental conditions described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and the employee is regularly required to work indoors with a usually moderate noise level in the work environment.

BENEFITS:

Leave - 16 paid holidays and up to 36 days of paid leave

Retirement - Ilisagvik College is a public employer whose employees contribute to the State of Alaska, Public Employees Retirement System.

Health Insurance - Ilisagvik College is self-insured and Meritain Health is the health insurance third party administrator. Ilisagvik College offers health insurance to our employees with a no cost premium, and $50/pay period for each additional dependent and a low cost annual deductible of $200 for employee only and $600 for family.

Life Insurance - Ilisagvik College offers Life Insurance and Accidental Death & Dismemberment coverage through Guardian Life to employees at no cost to the employee in the amount of $100,000/per benefit.

Additional supplemental or voluntary retirement, life insurance, disability benefits offered. 

If any questions, please contact jobs@ilisagvik.edu

Ilisagvik College is a Drug Free Workplace and Equal Opportunity Employer