IT Support Specialist I

Overview Serves as the first line of support for the entire Clarkson University Community. This person is the primary point of contact for inquiries to the University’s OIT Helpdesk (walk‑up, phone, webform and email). Provides first‑tier support for computer technology, telephone, and media issues within the Office of Information Technology (OIT) organization. Escalates issues as needed to appropriate OIT personnel and delegates all other issues to the appropriate department or team. Pay Range USD $19.00 – $19.82 /hr. Responsibilities Deliver fast, empathetic, friendly, and effective support to Clarkson students, faculty and staff. Serve as the first point of contact between the community and OIT, always prioritizing the information technology needs of the individual. Ensure that all issues are logged in the OIT ticketing system. Escalate or delegate issues to OIT teams or other departments as needed. Respond promptly to requests made via walk‑up, telephone, webform, and email. Primary Areas of Responsibilities Support for troubleshooting, password changes, printer accounting, quota increases, media needs, telephone services, and computer sales and services. Secondary Areas of Responsibilities Support for troubleshooting, onboarding of new accounts, and account deactivation. Triage computer repair issues. Diagnose faculty, staff, and student computer problems; create a trouble ticket, tag the unit with appropriate tracking information, and route it to the proper repair channel. Create and maintain tutorial documentation for the community. Engage as a team member to identify opportunities for continuous improvement. Perform other appropriate functions incidental to the described work. Qualifications Education: Minimum: High School Diploma or equivalent. Preferred: Associate’s Degree in Computer Science or related field. Experience Minimal: 1 year relevant experience. Preferred: 2+ years of relevant experience. #J-18808-Ljbffr