IT Support Specialist

IT Support Specialist

SUMMARY OF POSITION

Reporting to the Senior Director of IT, IT Architecture and Operations, The Information Technology Support Specialist (ITSS) provides technical support to faculty, staff, and students, ensuring the smooth operation of campus technology systems and equipment. This role is responsible for supporting both MacOS and Windows environments, managing end-user accounts, and assisting with onboarding processes. The ideal candidate will be customer-focused, highly organized, and capable of diagnosing and resolving hardware and software issues in a fast-paced academic environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following:

• Provide front-line technical support to end users via phone, email, and in person.
• Create, manage, and resolve support tickets in accordance with IT service standards.
• Support and maintain Apple macOS, Microsoft Windows, and mobile operating systems.
• Troubleshoot issues within Jamf, Google Workspace (G Suite), Microsoft 365, Microsoft Active Directory, and Microsoft Entra ID (Azure AD).

• Diagnose and repair or coordinate replacement of failed hardware components on a variety of desktop and laptop platforms.
• Prepare, configure, and deploy IT equipment for new hires, including workstation setup, peripherals, and software installations.
• Present IT New Hire Orientation sessions to incoming employees.
• Provide technical assistance both remotely and on-site during normal business hours.
• Maintain detailed and accurate documentation for systems, procedures, and support activities.
• Escalate complex issues to senior IT staff or system administrators as appropriate.
• Contributes to CCAD's commitment to diversity and inclusiveness.

Secondary Duties and Responsibilities

• Supports other members of the L&IT student workers in providing coverage for the department and maintaining its inventory and equipment.

• Trains and develops the skills of the L&IT student workers.
• Configures and deploys equipment including office moves and the set up and tear down of classroom and lab

computing equipment.

• Provides support setting up and using audio/visual equipment for campus events.
• Contributes to team, organization, and College strategic goals.
• Collaborates with L&IT on building community and establishing the IT Helpdesk as a professional, approachable and helpful campus partner.

Tertiary Duties and Responsibilities

• Keeps abreast of new technology developments and makes recommendations for improvements.
• Pursues ongoing professional development opportunities and certifications.
• Represents CCAD and L&IT by attending or presenting at appropriate conferences and events.
• Participates in the life of the College by attending campus events such as gallery openings, student exhibits and invited speakers.

• Other duties or responsibilities may be assigned.

Supervisory Responsibilities

This job has no supervisory responsibilities.

QUALIFICATIONS

• Active listening and empathizing with customer needs and challenges, in order to provide excellent customer service.

• Eagerness to explore and learn new technology.
• Proficiency with both macOS and Windows platforms.
• Ability to create clear, easy-to-understand multimedia documentation.
• Demonstrated effective oral, written, and interpersonal communication skills.
• Ability to set priorities and manage work and deadlines independently.

EDUCATION and/or EXPERIENCE

• Associate's degree in Computer Science or equivalent certifications in IT hardware and software support, or a
• related field, or relevant professional experience.
• Minimum of one-year experience in IT helpdesk or end-user technology support as a technician, technical support specialist, or similar role.

• Experience with setting up and using audio/visual equipment in classrooms for events
• Knowledge of web, multimedia, and graphic design applications. (Preferred)
• Experience in technology support for Art & Design fields. (Preferred)

PHYSICAL DEMANDS

• The employee is regularly required to sit and talk and hear.
• The employee is required to finger, handle, or feel; and reach with hands and arms.
• The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.
• The employee must occasionally climb a ladder and lift and carry up to 50 lbs.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

• The employee works primarily on campus.
• The employee is regularly exposed to outside weather conditions.
• The employee is occasionally exposed to wet and/or humid conditions, moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, extreme cold, and extreme heat.

• The noise level in the work environment is usually moderate.

About Columbus College of Art & Design Columbus College of Art & Design teaches undergraduate and graduate students in the midst of a thriving creative community in Columbus, Ohio. Founded in 1879, CCAD is one of the oldest private, nonprofit art and design colleges in the United States. CCAD offers nine BFA programs and a Master of Professional Studies in User Experience Design that produce graduates equipped to shape culture and business at the highest level. Additionally, CCAD offers year-round community art classes for children and adults of all ages, led by local creators and designers skilled in their craft. For more information, visit ccad.edu .

About Columbus:

Columbus is among the Top 10 best U.S. cities for new college grads and one of the top 10 creative scenes in the country as well as one of the 15 most affordable cities in the U.S. As one of the nation's largest college towns Columbus is the type of city where creative activities flourish. There are eight distinct cultural districts that surround CCAD and there are more than 165 restaurants, pubs, and clubs in downtown alone. CCAD is a campus community located in the heart of this vibrant city.

EEO Statement

Columbus College of Art & Design ("CCAD") is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation based on an individual's race, color, religion, religious creed, national origin, ancestry, citizenship, physical or mental disability, medical condition, gender expression, age, sexual orientation, veteran and/or military status, protected medical leaves, domestic violence victim status, political affiliation, or any other status protected by federal, state, or local laws. CCAD is dedicated to the fulfillment of this policy regarding all aspects of employment.