IT Client Support Specialist

IT Client Support Specialist

Information Technology & Network Services (ITNS) supports the mission of education, research, and advisory services at William & Mary's Batten School for Coastal and Marine Sciences and VIMS by delivering reliable technology infrastructure, tools, and client support to faculty, staff, and students. The IT Client Support Specialist provides technical support to the Batten School and VIMS community to ensure effective and efficient use of information technology resources. The position resolves complex IT issues, evaluates client needs, and recommends appropriate hardware and software solutions. This role supports installation, configuration, troubleshooting, and maintenance of IT systems, while utilizing the ITNS Service Portal to track incidents and communicate status updates. The position also supports network and telecommunications troubleshooting and may serve as backup for telecommunications and instructional technology services. The role delivers high-quality customer service and collaborates with IT staff to improve system configurations, support processes, and overall client experience.

Required Qualifications

• Bachelor's degree or equivalent combination of education, training, and experience
• Valid driver's license

Experience

• Experience installing, troubleshooting, and maintaining Windows and Mac systems in a networked environment
• Experience providing advanced technical support and resolving complex IT issues
• Experience working in a customer-focused IT environment

Competencies

• Strong technical troubleshooting skills across hardware, software, and networks
• Ability to install and maintain network and telecommunications systems
• Strong analytical and problem-solving skills
• Ability to communicate technical concepts to non-technical users
• Strong customer service orientation and collaboration skills
• Ability to manage multiple priorities and deadlines

Preferred Qualifications

• Bachelor's degree in Information Sciences or related field
• Experience managing software licensing and deployments
• Experience with Unix systems and enterprise software (e.g., Adobe, ArcGIS, web-based tools)
• Experience supporting cross-platform environments
• Experience with wired and wireless network infrastructure

Conditions of Employment

• Non-exempt position eligible for overtime in accordance with FLSA
• Occasional overtime required based on operational needs
• Must maintain a valid driver's license and be able to operate a state vehicle
• Requires administrative access to institutional systems and adherence to information security policies and standards

Salary: Up to $68,000.00 commensurate with experience.

Duties & Responsibilities

1. Technical Support – 35%

• Install and configure desktop, laptop, and computer systems including hardware, software, and operating systems
• Troubleshoot and resolve hardware, software, and system issues
• Evaluate client requirements and recommend technology solutions aligned with ITNS standards
• Perform quality checks and security measures including license verification and antivirus compliance
• Support endpoint management tools for deployment, security, and remote management
• Provide procurement recommendations for hardware and software
• Collaborate with IT team members to standardize configurations and improve support services
• Serve as backup for telecommunications services as needed

2. Client Services & Support – 35%

• Track, document, and manage incidents and service requests in the ITNS Service Portal
• Prioritize and assign requests based on urgency and impact
• Communicate status updates to clients and ensure timely resolution
• Provide user support, guidance, and basic training on IT systems
• Maintain documentation including software licensing, configurations, and network diagrams
• Assist in developing and documenting standard operating system configurations
• Serve as backup for instructional technology support

3. Network & Facilities Support – 25%

• Diagnose and resolve wired and wireless network issues
• Support telecommunications systems and infrastructure
• Install and maintain voice and data cabling (copper, twisted pair, fiber optic)
• Maintain network schematics and infrastructure documentation
• Identify network performance issues and recommend improvements

4. Other Responsibilities – 5%

• Participate in special projects and departmental initiatives
• Perform other duties as assigned

Job Profile: JP0829 - Information Technology Specialist II - Nonexempt - Salary - S11

Compensation Grade: S11

Recruiting Start Date: 2026-04-03

Review Date: 2026-04-17

EEO is the Law. Applicants can learn more about William & Mary's status as an equal opportunity employer by viewing the "Know Your Rights" poster published by the U.S. Equal Employment Opportunity Commission.

Background Check: William & Mary is committed to providing a safe campus community. W&M conducts background investigations for applicants being considered for employment. Background investigations include reference checks, a criminal history record check, and when appropriate, a financial (credit) report or driving history check.

Remote Work Disclaimer: Remote work eligibility is not guaranteed and is subject to approval. Employee eligibility depends on the likelihood of the employee succeeding in a remote work arrangement and the supervisor's ability to manage remote workers. Departments and/or Human Resources may amend, alter, change, delete, or modify eligibility.