IT Specialist - Instructional Computing Services

Duties Responsibilities Technical Support for Teaching and Learning Environments Administer maintain, install, configure, and upgrade Windows and macOS workstations and printers using endpoint management tools, including MECM/Intune, Jamf, and tools adopted by Technology Services. Package, deploy, support, and maintain specialized applications through endpoint management systems. Diagnose and resolve hardware, software, and network connectivity issues in Technology Services-supported labs and classrooms. Configure user accounts, security groups, and permissions in Microsoft Active Directory; edit and maintain Group Policy Objects (GPOs). Activate and troubleshoot network ports; monitor workstation patch status and respond to security vulnerability alerts. Monitor printing supplies, recommend replenishment, and assist with PaperCut portal tasks, including reports, refunds, and issue investigation. Respond to audiovisual support requests in supported labs/classrooms and escalate complex issues to the appropriate service team. Install, maintain, troubleshoot, and support Microsoft Teams VoIP phones and peripherals such as scanners and Wacom tablets. Provide Tier 1 support for virtual desktop infrastructure (VDI). Operational Support Assist with full endpoint lifecycle, including procurement, inventory, setup, reporting, and appropriate disposal. Evaluate current and emerging technologies that could improve services in supported labs. Assist with planning purchases and deployments of hardware and upgrades to operating systems and applications. Collaborate with campus IT professionals to address technology needs, improve services, and communicate service offerings and issues to stakeholders. Identify opportunities to reduce duplication and overlap among services and technologies. Prepare service metrics, reports, and summaries for planning, service evaluation, and stakeholder communication. Create, maintain, and regularly update technical and operational documentation to ensure accuracy and consistency for end users and IT staff. Perform other assigned duties. Customer Service Advocate for service users and deliver responsive, professional customer support. Use, create, and maintain service documentation. Investigate and resolve customer satisfaction concerns. Work non-traditional hours or respond to on-call requests as needed to support 24/7 service availability.