Position Title: ITS Service Desk Technical Support Specialist

Posting Number: S194P

Department: Information Technology Services

Position Type: Staff

Job Description:

Location: Hillsdale, MI, with frequent travel to Washington, DC (within close proximity to Union Station)

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 Colleges Washington, DC campus, as well as assisting users at other College locations. The position is focused on ensuring the 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.

Required Qualifications:

Associates or Bachelors degree in Information Systems, Computer Science, or related field preferred, or equivalent professional experience.
Minimum of 2 years of experience in a service desk or technical support role.
ITIL Foundation certification is desirable but not required; CompTIA A+ or similar certification is desirable.
Customer service training or experience is highly desirable.

Other Skills:

Proficiency in Windows and MacOS administration, installation, configuration, and troubleshooting.
Working knowledge of TCP/IP networking and modern Wi-Fi connectivity.
Experience with Microsoft 365, Google Workspace, Box, and help desk tracking software.
Familiarity with account administration in Active Directory and cloud-based identity management systems.
Awareness of cybersecurity risks and best practices for mitigation.
Excellent communication, customer service, and documentation skills.
Ability to manage multiple requests, prioritize effectively, and adapt to new technologies.
Flexible work hours may occasionally be required.
Commitment to Hillsdale Colleges mission and values.

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 Colleges mission are essential.

Working at Hillsdale College

Hillsdale College offers an exceptional culture and work environment where team members support the Colleges 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, promoting its mission, original Articles of Association, and Staff Code of Commitment. 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 otherwise move up to 25 pounds, and carry or move equipment as needed.
Ability to walk, stoop, crouch, or climb during installations.

Open Date: 08/28/2025

Open Until Filled: Yes

Supplemental Questions:

Required fields are indicated with an asterisk (*).

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

Resume

Optional Documents

Cover Letter

PIdf018814fb8b-31181-38425266

ITS Service Desk Technical Support Specialist - Now Hiring

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