IT Help Desk Specialist - Student & Campus Support

Weston&Sampson, Inc.; Kalamazoo (MI); On-site; USD 45,000 - 65,000; Full time

Job summary

Western Michigan University in Kalamazoo seeks an IT support specialist to provide technical assistance to the university community, maintain information technology standards and ensure security of university systems.

The role handles end-user issues, supports the e-learning platform, and creates training materials. You will participate in IT projects and communicate updates to the campus through email, text, and blogs.

Qualifications

• Some college coursework from an accredited institution.
• One year’s relevant experience.
• Strong interpersonal, written and verbal communication skills.

Responsibilities

• Provides technical support to the University community and ensures the majority of issues are resolved and more complex issues are directed elsewhere.
• Develops, tests and maintains a complex set of troubleshooting techniques to assist with numerous technology related issues.
• Analyzes, documents and ensures all security risks are handled properly within the University security policies and procedures.
• Provides support to students within the e-learning system. Ensures students can navigate, submit, view and complete all course content, including videos, assignments and presentations.
• Instructs end-users on department and University policies governing computer usage and data security. Suggests policy modifications based on feedback from students, faculty and staff.
• Responsible for communication to the campus community via email, text and blog regarding updates, upgrades and both scheduled and unscheduled outages.
• Develops, implements and creates training documentation governing help desk activities, policies and procedures.
• Participates in information technology projects and committees.
• Responsible for reporting telecommunication issues. Serves as first line for all user-related phone calls.

Skills

Interpersonal communication

Written communication

Verbal communication

Customer service

Education

Some college coursework

Job description

Western Michigan University in Kalamazoo seeks an IT support specialist to provide technical assistance to the university community, maintain information technology standards and ensure security of university systems.

The role handles end-user issues, supports the e-learning platform, and creates training materials. You will participate in IT projects and communicate updates to the campus through email, text, and blogs.