IT Services And Support Specialist

Under the direct supervision of the Chief Information Officer, the IT Services and Support Specialist provides administrative support for the Department of Information Technology (IT); handles all purchasing requirements for IT including verifying, maintaining, and archiving budgeting records; and assists in providing level-one help desk support for campus constituents. Other duties may be assigned.

The IT Services and Support Specialist must possess strong analytical, problem solving, and troubleshooting skills to effectively and promptly isolate problems and implement solutions.

The IT Services and Support Specialist must be detail-oriented, well-organized, and be able to multitask. This individual works closely with team members, end users, and solution providers, and must have strong interpersonal, collaboration and communications skills.

The IT Services and Support Specialist must effectively schedule time, prioritize tasks, work in a fast-paced environment, work independently and within teams, be reliable, take initiative and have a strong work ethic.

Essential Duties include the following. Other duties may be assigned.

Administrative Support (50%)

• In support of all IT units and information systems, provide administrative support for the Chief Information Officer as needed.

• Track and process price quotes, credit card statements, invoices, and purchase orders in support of IT technology requirements.

• Monitor and maintain the IT Purchasing email account.

• Monitor and maintain solution provider profiles, including points of contact for payment.

• Monitor, renew and maintain software and hardware service-level agreements.

• Accept and verify receipt of delivered merchandise, update records with serial numbers and warranty information.

• Process warranty returns, return material authorizations and rebates.

• Formulate procedures for systematic retention, protection, retrieval, transfer, and disposal of IT records.

Helpdesk Support (50%)

• Assist in answering the IT helpdesk phone line and creating helpdesk work tickets.

• Assist in providing first-level end user support for a wide range of common IT issues. Provide general information to end users and assign the work order to the appropriate support area.

• Assist students, faculty, and staff in correcting password issues.

• Assist in supporting multifunction devices (MFDs), including scheduling, and managing outside printer repair technicians, general repairs, and adequate levels of paper and toner (consumables) across campus.

• Assist the Instructional Technologist with support of events. Serve as backup to the Learning Management System (LMS) in the absence.

• Assist with special projects as needed.

• Provide helpdesk and administrative support for the VOIP / TEAMS Cloud network.

• Provide helpdesk and administrative support for the eFax Corporate network.

Qualifications

We seek a candidate who values diversity, equity, and inclusion in all that they do. Candidates must have strong organizational skills and a proven ability to work collaboratively with partners across campus in support of Hood College's mission as a student-centered, liberal arts institution.

To perform this job successfully, the qualified individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and /or experience required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Education and/or Experience

High School diploma or equivalent required; bachelor's degree preferred.

Preferred Skills and Characteristics

Experience in a higher education and/or an information technology setting is a plus.

Technology Skills

Proficient in MS Office tools (Microsoft Word, Excel, and PowerPoint), e-mail and Internet. Ability to learn new applications quickly including organization-wide information systems and department-specific software applications.

Language Skills

Strong oral and written communication skills. Ability to effectively provide information and positively respond to questions from both external and internal customers both in person and by phone. Ability to write routine reports and correspondence.

Mathematical Skills

Proficient with statistical and financial concepts. Must have the ability to apply those concepts to tracking, projections, goal setting and interpreting reports. Must be able to draw conclusions from reports and make cost effective decisions regarding programs.

Reasoning Ability

Ability to solve practical problems and deal with concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to work independently and as a member of a group in developing and executing project plans. Ability to work in theoretical arena and apply logic as appropriate.

To Apply

We invite qualified candidates to apply on-line via our electronic application which requires submission of a cover letter, résumé and three professional references.

If you need assistance with the on-line application process, please email humanresources@hood.edu or call (301) 696-3592.

Hood College is committed to diversity in its faculty and staff and subscribes to a policy of hiring only individuals legally eligible to work in the United States. EOE/AAP/M/F/Vet/Disability Employer

Hood College does not discriminate on the basis of sex, race, color, national origin, sexual orientation, gender identity or gender expression, marital status, pregnancy, disability, religion, or age in recruitment, admission and access to, or treatment, or employment in its programs, services, benefits, or activities as required by applicable laws including Title IX of the Educational Amendments of 1972 and Section 504 of the Rehabilitation Act of 1973, and complies with the law regarding reasonable accommodation for disabled applicants and students. Inquiries about discrimination or reasonable accommodation should be referred to the Title IX and Section 504 Coordinator at Alumnae Hall, 401 Rosemont Avenue, Frederick, MD. 21701 (AD 312), (301) 696-3592. For complete information on Hood College's nondiscrimination policy, please visit http://www.hood.edu/non-discrimination/.