Technical Support Specialist II

Job Description Summary The Technical Support Specialist II provides first-level IT and audiovisual support for Saint Leo University students, faculty, and staff. This role is responsible for resolving service requests, troubleshooting hardware and software issues, supporting Microsoft 365 and endpoint-managed devices, and assisting with classroom and conference room technology. The position delivers exceptional customer service, manages support tickets according to service level agreements (SLAs). Documents solutions and escalates complex issues when necessary. This is an on-site position in St. Leo, Florida and is not eligible for remote work. Applicants must be legally authorized to work in the United States for any employer. Saint Leo University does not provide visa sponsorship for this position, now or in the future. Saint Leo University participates in E-Verify and will confirm the work authorization of all newly hired employees through the federal E-Verify system. Employment is contingent upon successful completion of a background check conducted in accordance with applicable law. Job Description DUTIES AND TASKS: Provide technical support via phone, email, remote sessions, and onsite visits. Troubleshoot and resolve hardware, software, network, and account-related issues. Manage and document incidents, service requests, and escalations through the IT service management system. Support Microsoft 365, Microsoft Entra ID, Exchange Online, and user account administration. Deploy, configure, and support Windows, macOS, mobile devices, printers, and peripherals. Assist with endpoint management using Microsoft Intune or similar platforms. Support classroom and conference room AV systems, videoconferencing technologies, and hybrid learning environments. Maintain technical documentation, knowledge base articles, and asset inventory records. Participate in root cause analysis and recommend service improvements. Assist with routine system maintenance, testing, and technology implementations.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

High school diploma or equivalent required; Associate degree in a technical field preferred. 1–3 years of experience in desktop support, help desk, or IT operations. Experience supporting Windows, Microsoft 365, Entra ID, Endpoint management platforms, and common networking technologies. Knowledge of audiovisual systems and videoconferencing platforms is preferred. Strong customer service, communication, troubleshooting, and problem-solving skills. Ability to manage multiple priorities in a fast-paced environment and adapt to new technologies.

ENVIRONMENT:

The work environment characteristics described here are a representation of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The term “qualified individual with a disability” means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of this position. While performing the duties of this job, the employee is regularly required to communicate professionally in person, over the telephone, through email and other electronic means, move about the office and University, handle various types of media and equipment, and visually or otherwise identify, observe and assess. The employee is occasionally required to lift up to 10 pounds unless otherwise specified in the job description.

NOTICE:

This job description intends to provide a representation of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total specific duties and responsibilities of any position. Employees may be directed to perform job-related tasks other than those specifically presented in this description. Saint Leo University is an Equal Opportunity Employer and embraces diversity as a critical step in ensuring employee, student, and graduate success. Why Work at Saint Leo? What it’s Like to Work Here:Ask our employees and the one word they’d use to describe working at Saint Leo University is “Community.” Our team members all share the Saint Leo core values, positive attitudes, and problem-solving abilities, enabling them to provide excellent student centered service. Our mission is educating and preparing students for life and leadership in a challenging world. Thank you for your interest in joining the Saint Leo PRIDE! We are committed to providing our employees with the support they need. At Saint Leo, we offer an array of medical, dental, and vision packages as well as several add-on perks to make your benefits package truly customizable to you and your family needs. Available benefits based on employment status (Full Time vs Part Time). FREE Tuition - Employee, Spouse, and Dependents* Tuition Exchange Opportunity - Dependent of Employees* Generous Paid Leave - Sick, Vacation, and Holidays Comprehensive Group Health Plan (Medical, Dental, and Vision) Group Medical Plan includes Teledoc, Surgery Plus, Wellness Incentive Program and more! 100% Employer-Funded Health Reimbursement Account 100% Employer-Paid Short Term Disability Insurance 100% Employer-Funded Employee Assistance Program (healthcare and dependent options) Employer-provided life insurance Discounted On-Campus Dining Meal Plans Nationwide Pet Insurance Flexible Spending Accounts 403b Retirement Plan Wellness Center *Eligibility based on meeting required service period 2025 ICUBA Benefits Guide_St Leo #J-18808-Ljbffr Saint Leo University Brasil