The Technical Support Specialist provides front-line technology support for students, faculty, and staff at the university’s Help Desk. Serving as the first point of contact for IT services, this position is responsible for troubleshooting and resolving issues related to hardware, software, classroom technology, networking, and user accounts. The specialist also assists with workstation and lab maintenance, supervises and trains student technicians, and develops training and documentation resources for the campus community. Strong customer service skills, technical knowledge, and the ability to communicate effectively with users of all skill levels are essential to success in this role.
ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:
· Respond to requests via phone, email, ticketing system, and walk-ins, ensuring timely and customer-focused service.
· Diagnose and resolve issues with university-owned hardware, software, user accounts, and basic network access.
· Escalate complex problems to the appropriate IT staff while maintaining communication with the user.
· Install, configure, and maintain university-owned workstations, classroom teacher stations, general access labs, and printers.
· Ensure devices are updated with current software and security patches.
· Manage equipment inventory, recycling, and organization of storage and work areas.
· Create, manage, and support end-user accounts and file storage permissions.
· Assist users with connecting personal devices to the university network and email
· Train and supervise student workers, including onboarding and performance guidance.
· Provide training for new and existing employees, faculty, and students on basic services, technology, and software.
· Create and maintain knowledge base articles, guides, and documentation for IT resources.
· Partner with other IT staff to support campus-wide initiatives.
· Participate in projects and departmental initiatives as assigned.
SUPERVISORY RESPONSIBILITIES: This position does not have supervisory responsibilities in accordance with the organization’s policies and applicable laws but may provide daily direction and assistance to student employees.
QUALIFICATIONS: To perform this job successfully, an individual must be able to succeed in a result-driven professional organization. Maintaining professional performance, demeanor, team-approach and focus on results while working under pressure in a dynamic environment. Customer, budget, quality and delivery conscious mindset. Ability to establish priorities, work independently with minimal supervision and facilitate teamwork. Highly organized, with the ability to plan, execute and multitask to meet deadlines with accuracy and attention to detail.

MINIMUM EDUCATION AND/OR EXPERIENCE

Required:
· Associate’s degree in Information Technology or related field, or equivalent technical experience.
· Strong proficiency with Windows and macOS environments, including hardware and software troubleshooting.
· Knowledge of the Microsoft 365 apps, including but not limited to Microsoft Teams, OneDrive, Outlook, Excel, and Word.
· Strong problem-solving, organizational, and multitasking skills.
· Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.
Preferred:
· Bachelor’s degree in Information Technology or related field.
· Prior experience in a technical support role.
· Some network experience.
· Familiarity with work order systems.
· Experience training or supervising others.
Qualified applicants should submit a cover letter, resume, and contact information of three professional references to millikin.edu/employment. Review of applications will begin immediately and continue until the position is filled. Employment and first day of work is contingent upon successful completion of a background check. Millikin University is an equal opportunity employer. Candidates from traditionally underrepresented groups in this field are encouraged to apply. Beyond meeting fully its legal obligations for non-discrimination, Millikin University is committed to building a diverse and inclusive community where members from all backgrounds can live, learn, and thrive. Millikin offers a competitive salary and full benefit package, including eligibility for tuition waiver. To view Millikin’s benefits, please go to https://millikin.edu/about/administration/human-resources/benefits.
Job Type: Full-time
Pay: $21.25 - $23.90 per hour
Expected hours: 37.5 per week

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Work Location: In perso

Please refer the Job description for details