IT Support Specialist

Caldwell University IT Support Specialist

In this role, you'll provide hands-on technology support to students, faculty, and staff while helping maintain reliable IT services across campus, including end-user support, systems troubleshooting, and audio/visual technology support for meetings, classes, and events.

This role exists to deliver exceptional customer and managed IT services at Caldwell University by supporting PC, Mac, server, LAN, software, end-user, and audio/visual technology needs while ensuring issues are resolved accurately, professionally, and in alignment with established processes.

What You'll Do:

Communication & Professionalism

• Maintain excellent customer service and professional communication in all interactions — face to face, phone, email, and chat.
• Be accountable for seeing assigned cases and tasks through to completion by providing detailed documentation of troubleshooting steps taken for each support request.
• After completion, ensure user expectations are met and the issue is fully resolved.
• Ensure productivity metrics are achieved and standardized processes are followed.
• Ensure professional and courteous communication is maintained in all interactions.
• Adhere to and enforce company and client information security policies.
• Reduce risk of theft, fraud, or misuse of information assets by acting as the data steward for the application(s) you administer.

Technical Support

• Maintain and support a mixed PC and Mac technology environment.
• Diagnose and repair telecom and networking infrastructure, partnering with the Network team for guidance.
• Partner with other ITSS staff and leadership to develop Standard Operating Procedures, FAQs, and maintain knowledgebase content.
• Support user accounts within Windows Active Directory, Microsoft 365, and Microsoft Exchange.
• Participate in and maintain real-time inventory controls of assets, including procurement, deployment, and decommissioning of equipment.
• Actively participate in departmental and client meetings.
• Be available in the event of outages and urgent needs, which may include after-hours support.
• Adhere to and enforce the appropriate information security policies based on the sensitivity of company data and report any security-related issues.
• When applicable, assist other teams such as the Personal Support Center, Network, and Server administration teams on additional duties as assigned.

Audio/Visual Support (Specialized Contribution)

• Serve as the campus resource for AV setup, operation, and troubleshooting for meetings, classes, and University events.
• Set up, operate, and retrieve audio/visual equipment including projectors, screens, audio mixers, microphones, cameras, and video conferencing systems.
• Schedule, launch, and troubleshoot web conferencing platforms (Microsoft Teams, Zoom, Webex, and others).
• Assist with AV-related inventory maintenance and support the implementation of new AV equipment or technologies as needed.
• Develop and maintain AV-related knowledgebase content and SOPs in partnership with ITSS staff and leadership.

What You'll Bring: Experience & Skills

• Minimum 2 years' experience supporting Windows and Mac operating systems in a corporate or campus environment.
• Thorough knowledge of Windows desktop operating systems and basic office applications.
• Experience administering user and group objects in Active Directory.
• Experience administering Office 365/Exchange mailboxes.
• Experience with desktop imaging tools (SCCM/WinPE preferred).
• Ability to provide after-hours support.
• Strong interpersonal and communication skills.
• Attention to detail, with a focus on process adherence and organizational skills.
• Strong analytical and problem-solving skills.
• Self-starter with the ability to work independently as well as within a team environment.
• Periodic travel may be required to remote sites for on-site support.

Preferred Skills:

• Experience supporting Office 365 and Windows server platforms.
• Experience working with Active Directory, PowerShell scripting, and SCCM.
• Experience supporting Cisco IP phones and Call Manager.
• Demonstrated experience setting up and operating AV equipment including projectors, audio systems, cameras, and video conferencing hardware.

Education & Certifications:

• Two-year degree or higher preferred, or equivalent work experience.
• Microsoft, CompTIA A+, or other technical certificates desired.

Work Environment & Schedule:

This role is based at Caldwell University and provides on-site technology support to students, faculty, staff, and campus events. The support department operates 24x7x365, and the IT Support Specialist may be required to provide support during off hours or at off-site locations. Assignments, duties, and daily tasks may change on a regular basis based on campus needs, outages, events, and service priorities.

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