Technical Support Specialist (Full-time, Onsite)

Wilson College is seeking a service-oriented and technically skilled Technical Support Specialist to provide technology support to faculty, staff, and students across the College. The Technical Support Specialist plays an important role in ensuring reliable access to campus technology by providing responsive helpdesk support, troubleshooting computing and audiovisual technologies, and supporting the deployment and maintenance of endpoint devices.

This position oversees the College’s technology helpdesk and student helpdesk employees while working collaboratively with other Technology and Library Services staff to provide high-quality technology services. The successful candidate will be a resourceful problem-solver with strong technical and customer service skills who enjoys working directly with users and supporting a variety of technology needs in a higher education environment.

Essential Responsibilities

The Technical Support Specialist will:

• Oversee the Wilson College technology helpdesk and ensure appropriate coverage during established service hours.

• Provide telephone, remote, and onsite technical support to faculty, staff, and students, including troubleshooting computer hardware, software, peripherals, and audiovisual technologies.

• Deploy, configure, maintain, and support endpoint technology, including laptops, desktop computers, monitors, printers, mobile devices, peripherals, and related equipment.

• Assist with network-based endpoint deployment, imaging, software updates, patches, and security processes.

• Diagnose hardware issues and coordinate warranty service and repairs with vendors as appropriate.

• Provide classroom, meeting, and event technology support when the AV and Classroom Technology Specialist is unavailable or when additional IT support is required.

• Recruit, train, schedule, and supervise student helpdesk employees.

• Develop and maintain training resources and procedures for student helpdesk employees.

• Promote high standards of customer service, timely response, effective problem resolution, and overall user satisfaction.

• Participate in planning, budgeting, lifecycle management, and inventory activities related to endpoint devices and peripherals.

• Collaborate with Technology and Library Services colleagues and other campus partners to provide reliable and effective technology services.

• Participate as an active member of cross-functional teams, projects, and campus initiatives as assigned.

• Provide occasional evening and weekend technology support for campus events as needed.

• Perform other duties as assigned.

Competencies

• Technical Support & Troubleshooting: Ability to diagnose and resolve hardware, software, peripheral, connectivity, and other end-user technology issues in a timely and effective manner.

• Endpoint Technology: Working knowledge of PC and Mac hardware, Windows and macOS operating systems, printers, mobile devices, peripherals, and related endpoint technologies.

• Customer Service: Demonstrated commitment to providing responsive, professional, and effective technology support to users with varying levels of technical knowledge.

• Communication Skills: Strong verbal, written, and interpersonal communication skills, with the ability to explain technical information clearly to non-technical users.

• Helpdesk Operations: Ability to organize and prioritize support requests, maintain appropriate service coverage, and promote timely and consistent resolution of technology issues.

• Student Employee Supervision: Ability to train, schedule, supervise, and provide direction to student helpdesk employees.

• Organization & Time Management: Ability to manage multiple support requests, projects, priorities, and deadlines while maintaining accuracy and responsiveness.

• Collaboration & Teamwork: Ability to work effectively with Technology and Library Services colleagues and other campus partners to support College technology needs.

• Technology & Adaptability: Ability to learn and support evolving technologies, including Microsoft 365, web-based collaboration tools, audiovisual technologies, and generative AI applications.

• Initiative & Problem-Solving: Ability to work independently, exercise appropriate judgment, identify solutions, and escalate technical issues when necessary.

Position Type & Expected Hours of Work

• Full-time, 12-month, non-exempt position.

• Regular work schedule is generally Monday through Friday, 7:30 a.m. to 4:00 p.m.

• Some evening and weekend hours may be required to support campus events and other technology needs.

• The position may require occasional schedule flexibility based on departmental and campus needs.

Education & Experience

• Associate degree or equivalent education and experience, preferably in a computer-related field.

• Minimum of two years of experience providing endpoint, desktop, helpdesk, or related technical support.

• Experience supporting PC and Mac hardware and Windows and macOS operating systems.

• Experience with Microsoft Office/Microsoft 365, web browsers, web-based collaboration tools, and other commonly used end-user applications.

• Experience supporting instructional or audiovisual technology, including classroom presentation systems, projectors, and video conferencing systems, preferred.

• Experience with learning management systems preferred.

• Higher education experience or familiarity with higher education technology environments preferred.

An equivalent combination of education and relevant experience may be considered.

Working at Wilson College

At Wilson College, we value our employees and are proud to offer a comprehensive benefits package designed to support your health, well-being, and professional growth. Full-time, on-site employees enjoy:

• Robust Health Benefits: Including medical, dental, and vision coverage, plus college-paid basic life and long-term disability insurance.

• Spending Account Options: Access to employee-funded Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) for both healthcare and dependent care needs.

• Retirement Planning: A Defined Contribution Retirement Plan with TIAA to help you plan for the future.

• Educational Benefits: Tuition remission for employees and their families for undergraduate, graduate, and certificate programs, as well as access to Tuition Exchange scholarships through a national consortium of colleges.

Wilson fosters a supportive, collegial work environment that prioritizes work-life balance. Employees benefit from:

• Flexible dining options and free access to our on-campus fitness center.

• An Employee Assistance Program (EAP) offering confidential support and resources.

As a qualified 501(c)(3) nonprofit employer, Wilson College employees may also be eligible for the Public Service Loan Forgiveness (PSLF) program.