ITS Service Desk Tier I Technical Support Specialist

Hillsdale College; Hillsdale (MI); On-site; USD 60,000 - 75,000; Full time

Job summary

Hillsdale College ITS Service Desk is seeking a Tier I Technical Support Specialist. Based on the Hillsdale, MI campus, this role provides remote support for the Washington, DC campus and assists users at other College locations.

The position emphasizes customer service, clear communication, and adherence to standardized IT processes. Ideal candidates have two or more years of service desk experience in higher education or enterprise environments, with strong technical support and the ability to

Qualifications

• Two+ years of service desk or help desk experience in higher education or enterprise environments.
• Degree in information systems, computer science, or related field preferred, or equivalent experience.
• Customer service training or experience highly desirable.

Responsibilities

• Serve as first point of contact for IT issues for the DC campus remotely and Hillsdale campus on-site.
• Troubleshoot and resolve issues on Windows and MacOS, iOS/Android, printers, and basic networking.
• Support deployment and use of Microsoft 365, Google Workspace, Box, and video conferencing platforms.
• Provide account, access, and permissions support in Active Directory and cloud-based systems.
• Develop IT knowledgebase articles and self-service documentation.

Skills

Customer service

Communication skills

Multitasking

Problem solving

Team collaboration

Adaptability

Education

Associate's or Bachelor's degree preferred in Information Systems or Computer Science

Tools

Windows OS

MacOS

Active Directory

Microsoft 365

Google Workspace

Box

Help desk software

TCP/IP networking

Job description

ITS Service Desk Tier I Technical Support Specialist

Position Title ITS Service Desk Tier I Technical Support Specialist

Job Description

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

• Associate’s or Bachelor’s 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.
• Customer service training or experience 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 College’s mission and values.

Physical Demands

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.