Remote IT Service Desk Specialist — Tier I Support

Hillsdale College; Hillsdale (MI); On-site; USD 52,000 - 68,000; Full time

Job summary

Hillsdale College seeks an ITS Service Desk Tier I Technical Support Specialist to provide high‑quality IT support for faculty, staff, students, and guests on the Hillsdale, MI campus, with remote support for the Washington, DC campus. The role emphasizes strong customer service, clear communication, and adherence to ITIL processes.

Ideal candidates have 2+ years in service desk/tech support in higher education or enterprise environments and are capable of independent and collaborative work

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.
• ITIL Foundation certification desirable but not required; CompTIA A+ or similar certification desirable.
• Customer service training or experience highly desirable.

Responsibilities

• 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.

Skills

Customer service

Windows administration

MacOS administration

TCP/IP networking

Wi‑Fi connectivity

Active Directory

Microsoft 365

Google Workspace

Box

Help desk software

Documentation

Communication skills

Education

Associate’s or Bachelor’s degree in Information Systems, Computer Science, or related field preferred, or equivalent professional experience.

Tools

Microsoft 365

Google Workspace

Box

Job description

Hillsdale College seeks an ITS Service Desk Tier I Technical Support Specialist to provide high‑quality IT support for faculty, staff, students, and guests on the Hillsdale, MI campus, with remote support for the Washington, DC campus. The role emphasizes strong customer service, clear communication, and adherence to ITIL processes.

Ideal candidates have 2+ years in service desk/tech support in higher education or enterprise environments and are capable of independent and collaborative work