Classification/FLSA Status: Level II (Full time I Non-exempt)
Primary function: Under general supervision, provide technical software, hardware, and network support to all Sherman College employees and students. The IT Support Specialist receives and responds to inquiries and requests in a timely manner and resolves the issue or communicates with the IT team to find a resolution. Basic management of the iPad environment and Digital Signage when necessary.
Key Responsibilities:
- Serve as the initial point of contact for users seeking technical assistance with IT-related concerns.
- Diagnose and resolve issues related to workstations, network connectivity, and printing devices efficiently.
- Accurately document and track issues from reporting to resolution, contributing to the enhancement of the internal knowledge base.
- Offer personalized training sessions to staff and students as needed, ensuring a clear understanding of the software and hardware tools available.
- Conduct regular inventories of hardware and software resources to ensure optimal functionality and compliance with asset management standards.
- Oversee the setup, operation, and troubleshooting of audio/visual (AV) equipment during events to ensure a seamless presentation and interaction, while also addressing any technical issues promptly to minimize disruptions and enhance the overall event experience.
- Execute imaging of PCs using Microsoft Deployment Workbench and facilitate the integration of PCs into the Active Directory infrastructure.
- Administer the JAMF mobile device management platform, aiding employees, and students in leveraging iPad functionality effectively.
- Maintain and update the Digital Signage for Sherman College as needed.
- Engage actively in Showcase Sherman events and the annual Lyceum program, representing the IT department professionally.
- Adapt to varying work schedules including overtime and weekends as necessitated by projects and/or special events.
- Offer robust support to college policies and foster a collaborative work environment, especially in student-facing scenarios.
- Undertake additional duties as delegated by the IT Director, demonstrating a proactive and team-oriented approach.
Basic Qualifications:
- Exceptional customer service acumen with a proven ability to address user needs effectively.
- Innovative problem-solving capabilities with a keen analytical mindset.
- Strong interpersonal skills and the ability to cultivate positive working relationships.
- High level of attention to detail, ensuring accuracy and consistency in task execution.
- Proficiency with Microsoft Windows 10 and familiarity with common troubleshooting techniques.
- Comprehensive knowledge of Microsoft Office and its application in a professional setting.
- Familiarity with Apple products including iPhone, iPad, and Mac, and the ability to provide support for these devices.
- Basic understanding of Audio/Visual hardware and its integration within a modern IT infrastructure.
Preferred Qualifications:
- Associates Degree
- 2 years of experience in an IT support role
- A+ certification
Physical demands and work environment:
Physical Demands: While performing the duties of this job, the employee is occasionally required to walk, stand/sit; use hands to finger, handle or feel objects or controls; reach with hands and arms; talk and hear; running, dragging, drawing, pulling cable in confined spaces, ceilings or suitable spaces as needed; climbing, ascending or descending ladders; lifting computers, speakers, and other peripherals, raising objects from a lower to a higher position or moving objects horizontally from position-to-position. Specific vision abilities required by the job include close vision, distance vision, and the ability to adjust focus.
Mental Stresses:Multi-task & challenging demands
Work environment: While performing the duties of this job the employee works in a controlled work environment and the noise level in the work environment is usually minimal.
