Technology Support Specialist

Technology Support Specialist

The Technology Support Specialist exists to enhance the educational experience for students and teammates by configuring, deploying, and supporting both internal technology systems and student-facing technology systems. This role is vital in helping everyone thrive in their academic and spiritual development through reliable access to learning technologies, support tools, and device management. The position directly supports the mission of the Office of Educational Technology to facilitate instruction and learning through purposeful and strategic use of technology.

Specific Duties and Responsibilities:

• Serve on the front lines of the Technology Help Desk, responding to technical issues with urgency, clarity, and care to minimize disruption to teammate workflow and student learning.
• Provide support for core academic and administrative platforms, including Microsoft 365; enterprise student systems (Student Information System and Student Portal, Reach CRM, Apply, Succeed, Engage, and Portfolio); and instructional tools such as Respondus, Turnitin, and VitalSource.
• Collaborate with Technology Solutions teammates to ensure proactive maintenance and support of all student-facing hardware and software.
• Maintain clear and accurate records of support tickets, resolutions, and recurring trends to inform continuous improvement of student technology services.
• Develop and share clear, user-friendly documentation or training resources when common student issues emerge, supporting teammate and student independence and effective technology use.
• Engage teammates and students with professionalism, respect, integrity, and Christ-like character in every interaction.
• Support for teammate and student devices in alignment with established device management systems, security standards, and college policies.

Other Duties:

• Participate in ministry at Church of the Highlands and Highlands College by leading small groups.
• Affirm and uphold the Statement of Faith and the Core Values and DNA of the College, exemplifying all by word and lifestyle.
• Provide technical expertise to other team members and departments.
• Influence outcomes by recommending improvements based on data and systems knowledge.
• Collaborate on cross-functional projects that enhance the technology environment college-wide.

Qualifications:

Personal Characteristics:

• Demonstrates a genuine interest in supporting students and enabling their success through proactive, solution-focused interactions.
• Positive, composed, and flexible under pressure or ambiguity.
• Strong sense of ownership and a desire to grow both personally and professionally.
• Models a servant-hearted mindset and Christ-centered values.

Essential Traits:

• Customer-focused.
• Reliable and self-motivated.
• Attention to detail.
• Teachable with a growth mindset.

Abilities & Skills:

• Clearly communicate technical processes and solutions in simple language.
• Diagnose and resolve basic hardware/software problems with efficiency.
• Manage multiple tasks and maintain composure in fast-paced environments.
• Work independently while collaborating effectively with teammates.

Knowledge:

• Familiarity with Microsoft 365, Apple device configuration, and basic troubleshooting.
• Understanding of learning management systems and digital learning tools.
• Working knowledge of safe data practices and responsible handling of student information.

Education:

• Associate's or Bachelor's degree in Information Technology, Computer Science, Education, or a related field required.
• Equivalent professional experience may be considered in place of a degree.

Experience:

• Prior experience with technology support or help desk preferred.
• Experience working in an academic or hybrid IT environment is a plus.

Extent of Public Contact:

• Medium – Interacts with teammates, students, and partner organizations.

Physical Demands:

• Ability to lift 50 lbs. without assistance.
• Ability to stand for long durations and move across campus sites.

Direct Reports:

• N/A