ITS Service Desk Tier I Technical Support Specialist

Job Summary

The ITS Service Desk Technical Support Specialist at Hillsdale College delivers high-quality IT support to faculty, staff, students, and guests. This role is based on the Hillsdale, MI campus but is responsible for providing remote support for the College’s Washington, DC campus, as well as assisting users at other College locations. The position is focused on ensuring timely resolution of incidents and requests, supporting enterprise applications, and maintaining efficient service desk operations aligned with ITIL best practices. While technical expertise is important, the position emphasizes strong customer service, clear communication, and adherence to standardized IT processes.

The ideal candidate will have two or more years of service desk or help desk experience in higher education or enterprise environments, a commitment to exceptional technical support, and the ability to work both independently and collaboratively to serve a diverse user base.

Essential Job Functions

Customer and Technical Support

• Serve as the first point of contact for IT issues, managing incidents and service requests for the Washington, DC campus remotely, and supporting users at the Hillsdale campus. • Troubleshoot and resolve issues on Windows and MacOS systems, iOS/Android mobile devices, printers, and basic networking. • Support the deployment and use of enterprise applications, including Microsoft 365, Google Workspace, Box, and video conferencing platforms (e.g., Zoom, Teams). • Provide account, access, and permissions support in Active Directory and cloud-based systems. • Contribute to the development of IT knowledgebase articles and self-service documentation.

Operational Excellence

• Follow ITIL-aligned processes for incident management, service request fulfillment, and problem management. • Track, categorize, and prioritize requests in the Service Desk system, ensuring accurate documentation and timely resolution. • Collaborate with IT teams and vendors to resolve complex issues and improve service delivery. • Clearly communicate technical solutions to non-technical audiences, focusing on user satisfaction. • Participate in continuous improvement efforts to streamline service desk operations and enhance efficiency. Problem Management and Proactive Support • Identify recurring issues and trends, collaborating with peers to investigate root causes and recommend long-term solutions. • Document fixes and procedures to reduce repeated incidents and improve resolution times. • Support change enablement by helping review and test IT changes to minimize service disruption.