ITS Service Desk Technical Support Specialist

Position Title: ITS Service Desk Technical Support Specialist

Posting Number: S196P

Department: Information Technology Services

Position Type: Staff

Job Description: Location: Washington, DC (within close proximity to Union Station); initial training required in Hillsdale, Michigan

Job Summary

Hillsdale College is seeking a skilled and customer-focused ITS Service Desk - Technical Support Specialist to join our team in Washington, DC. This role combines the technical expertise and user empathy of an Information Technology Technical Support Specialist with essential classroom and event technology (e.g., audio/visual, Extron controls) support skills. The Specialist will provide high-quality technical support to faculty, staff, and students, providing guidance and resolving issues with computers, smartphones/tablets, networks, and classroom/event technologies. Initial training will take place at Hillsdale College's main campus in Hillsdale, Michigan. Day-to-day, onsite support will be in the College's Washington, DC, office near Union Station. This role will also provide remote support via email, telephone, and video for the users at the College's other campuses.

The ideal candidate is a problem-solver with a strong information technology support background, excellent communication skills, and a commitment to delivering exceptional service in line with ITIL best practices for Service Desk operations, Incident Management, and Service Asset and Configuration Management as well as Hillsdale College's mission. Responsibilities include managing incidents and service requests, supporting classroom/event technology, and ensuring secure and efficient IT operations.
Essential Job Functions

Service Desk and Incident Management

• Serve as the first point of contact for IT-related issues, managing incidents and service requests on the Washington, DC campus as well as fielding general service requests from the Hillsdale, Michigan, campus in a Windows and Mac enterprise environment, following ITIL Incident Management processes.
• Troubleshoot and resolve hardware, software, and basic networking issues (e.g., desktops, tablets, printers, VoIP phones) to restore service quickly and ensure service availability.
• Log, categorize, and prioritize incidents and service requests in the Service Desk system, ensuring accurate documentation and timely resolution per ITIL guidelines.
• Escalate complex incidents to second-line support when necessary, maintaining clear communication with stakeholders.

Academic and Event Technology Support

• Provide rapid break/fix support for classroom technologies, including projectors, controllers, touchpanels, screens, microphones, amplifiers, and speakers
• Assist with the basic installation of classroom/event hardware and software, adhering to standards and best practices as defined by the Academic Technology team
• Support online meeting platforms (e.g., Zoom, Microsoft Teams) for academic and administrative use, following ITIL Service Request Fulfillment processes.
• Track and manage classroom and lab equipment inventory, updating configuration records in accordance with ITIL standards.
• Provide support for events in the Van Andel Lecture Hall by setting up and testing mics, connecting and uploading presenter's visual media, and assisting with video recording requests.

Problem Management and Solution Development

• Identify recurring issues and trends through ITIL Problem Management practices, collaborating with peers to investigate root causes and implement proactive solutions.
• Create documentation and "how-to" resources to promote user self-service and reduce repeat incidents, per ITIL Knowledge Management principles.

Operational Excellence

• Engage with faculty, staff, and students to understand concerns, observe workflows, and recommend improvements, aligning with ITIL's customer-centric service approach.
• Build positive relationships with customers, vendors, and external contacts to share best practices and enhance service delivery.
• Communicate technical solutions clearly to non-technical audiences, ensuring alignment with ITIL's emphasis on effective stakeholder communication.
• Work independently and collaboratively to support a diverse population, logging incidents and requests accurately in the Service Desk system.

Required Qualifications: Education and Experience

Associate's or Bachelor's degree in Information Systems, Computer Science, Digital Media, or a related field preferred, or

Minimum of 2 years of experience in a Service Desk or technical support role, with exposure to audio-visual or classroom technology support.

Other Skills: Other Skills

• Proficient in Windows Desktop OS installation, configuration, networking, and troubleshooting; basic proficiency in Mac OS and iOS support.
• Foundational understanding of TCP/IP networking and modern Wi-Fi connectivity methods, supporting ITIL's technical service management requirements.
• Experience supporting and using Microsoft 365, Google G Suite, Box, and Service Desk tracking software, aligning with ITIL's Knowledge Management and Service Request Fulfillment.
• Basic knowledge of AV hardware installation and troubleshooting, supporting ITIL Service Asset and Configuration Management.
• Strong understanding of cybersecurity risks and mitigation practices, aligned with ITIL's focus on service security.
• Excellent interpersonal, customer service, and communication skills, including technical writing and documentation capabilities, per ITIL's emphasis on clear communication.
• Ability to work independently, manage deadlines, and adapt to new technologies, supporting ITIL's Continual Service Improvement.
• Flexible work hours are required for supporting events in the evening. Some weekend work may be required.
• Commitment to Hillsdale College's mission and values.
• ITIL Foundation certification is desirable but not required; CompTIA A+, AVIXA CTS, or Extron certification is also desirable.
• Customer service training or experience is highly desirable.

Personal Characteristics

The ITS Service Desk Technical Support Specialist interacts with all College students, faculty, and staff. A clean, neat appearance and a pleasant, professional demeanor that support the College's mission are essential.

Working at Hillsdale College

Hillsdale College offers an exceptional culture and work environment where team members support the College's mission to promote the liberal arts. Employees enjoy generous retirement, health, dental, and vacation benefits, as well as access to campus events, athletic facilities, and outdoor activities at Hayden Park. Educational benefits are available for children accepted to Hillsdale College or participating Tuition Exchange Program schools, and access to Hillsdale Academy (K-12) is available for families.

Code of Commitment

Be a good representative of Hillsdale College to promote the liberal arts, the College's original Articles of Association, and operating principles stated in the Staff Code of Commitment. The Mission Statement should be considered in all aspects of the position. The teaching of Christian faith shall remain a conspicuous aim of the College.

Physical Demands:

• Ability to operate and install technology (hardware, software).
• Must be able to crawl under desks, lift or move up to 25 pounds, and carry equipment as needed.
• Ability to walk, stoop, crouch, or climb during installations.

Open Date: 09/01/2025

Open Until Filled: Yes

Supplemental Questions:

Required fields are indicated with an asterisk ( ).

Documents Needed To Apply (Required Documents & Optional Documents): Required Documents

1. Resume
2. Cover Letter

Optional Documents

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