Hillsdale College · 5 hours ago
ITS Service Desk Technical Support Specialist
Hillsdale, MI
Full-time
Onsite
Entry, Mid Level
2+ years expHillsdale College is seeking a skilled and customer-focused ITS Service Desk – Technical Support Specialist to join our team in Washington, DC. This role involves providing high-quality technical support to faculty, staff, and students, resolving issues with computers, smartphones, networks, and classroom/event technologies. The Specialist will manage incidents and service requests while ensuring secure and efficient IT operations.
EdTechHigher EducationNon ProfitUniversities
Responsibilities
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
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
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
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
Qualification
Required
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
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
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
Preferred
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
Benefits
Generous retirement
Health
Dental
Vacation benefits
Access to campus events
Athletic facilities
Outdoor activities at Hayden Park
Educational benefits are available for children accepted to Hillsdale College or participating Tuition Exchange Program schools
Access to Hillsdale Academy (K-12) is available for families
Company
Hillsdale College
What college is meant to be.
201-500 employees
H1B Sponsorship
Hillsdale College has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2023 (1)
2022 (1)
2021 (1)
Funding
Current Stage
Growth StageLeadership Team
Ken Koopmans
Founder & Director, Kehoe Entrepreneurship Program, Executive Director of Career Services
Recent News
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2026-01-22
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