IT Customer Service Specialist

Waubonsee Community College; Sugar Grove (IL); Hybrid; USD 30,000 - 37,000; Full time

Job summary

Waubonsee Community College seeks an IT Customer Service Specialist to support faculty, students and staff with technology needs. This full-time role at the Sugar Grove campus offers a hybrid work option and a 40-hour week.

You will handle TAC requests, collect details, provide first-level technical support, and maintain incident records. The position emphasizes strong communication, troubleshooting skills, and the ability to support a wide range of software and hardware.

Qualifications

• Associate’s degree desired, but combination with experience may be considered.
• Minimum of two years related experience required.
• Ability to troubleshoot common issues related to computers, networks, hardware, and software.
• Ability to lift a minimum of 30 pounds.
• Strong communication and interpersonal skills, including the ability to communicate effectively with people via email, in person, and on the telephone.
• Knowledge of databases and report writing software.

Responsibilities

• Receive and prioritize requests to the Technical Assistance Center (TAC).
• Obtain detailed information from customers regarding the assistance required. Correspond with customers and technicians regarding the status of service requests. Train other Information Technology staff on TAC procedures.
• Provide assistance to end users on new technologies.
• Maintain records related to service requests in the Information Technology Service Management system. Provide first level technical support.
• Assist users with logins and passwords. Assist users with access to various applications. Provide backup and assistance to other areas of IT when needed. Provide support to the Office of the President for Board meetings and other functions as needed. Perform other duties assigned.

Skills

Customer service

Technical support

Troubleshooting

Communication

Education

Associate’s degree

ITIL Foundations Level certification

Tools

None

Job description

IT Customer Service Specialist

Full-time Staff

Sugar Grove Campus

Hybrid Option: Yes

Join our dynamic team at Waubonsee Community College, where your career can flourish. We are committed to being an exceptional employer, offering a comprehensive benefits package with generous time off, low-cost medical, dental, and vision plans, and a secure pension plan through SURS. You'll also enjoy 14 paid holidays, including winter and Thanksgiving breaks. Be part of a transformative institution, dedicated to making a positive impact in our community and the lives of our students. Your future starts here – join us today!

Waubonsee Community College is committed to hiring and retaining exceptional faculty and staff who are committed to the college’s culture of collaboration, professional growth and student success.

The Information Technology Customer Service Specialist reports to the InformationTechnology Customer Service Coordinator. Basic functions for this position include assisting faculty, studentsand staff with technology needs.

Responsibilities

• Receive and prioritize requests to the Technical Assistance Center (TAC).
• Obtain detailed information from customers regarding the assistance required. Correspond with customers and technicians regarding the status of service requests. Train other Information Technology staff on TAC procedures.
• Provide assistance to end users on new technologies.
• Maintain records related to service requests in the Information Technology Service Management system. Provide first level technical support.
• Assist users with logins and passwords. Assist users with access to various applications. Provide backup and assistance to other areas of IT when needed. Provide support to the Office of the President for Board meetings and other functions as needed. Perform other duties assigned.

Minimum Qualifications

• Associate’s degree desired, but will consider a combination of education and or experience.
• ITIL Foundations Level certification is desired, but not required.
• Minimum of two years related experience required.
• Ability to troubleshoot common issues related to computernetworks, hardware, and software.
• Ability to lift a minimum of 30pounds.
• Strong problem solving ability.
• Organizational skills andattention to detail is required.
• Strong communication and interpersonal skills, including the ability to communicate effectively with people via e-mail, in person, and on the telephone.
• Knowledge of databases and report writing software.

Position Details

Compensation Range: 22.44 - 27.04

Compensation Type: Hourly

Compensation: The pay for this position will be determined by your experience, education, and qualifications.

Work Schedule: Other M-F 1:30 - 10:00 p.m.

Work Hours: 40 hours/week

Testing: No

Priority Application Review Date: 10/29/2026

Applications received by the \u201CPriority Application Review Date\u201D will receive priority consideration. Review of applications will begin at that time and continue until the position is filled.

Benefits:

Equal Opportunity

Equal opportunity employer, including disability and veteran