Technical Support Specialist II

Saint Leo; Town of Florida, Northern (NY, KY); Hybrid; USD 42,000 - 60,000; Full time

Job summary

Saint Leo University provides on-site IT and audiovisual support for students, faculty, and staff in St. Leo, Florida. The role focuses on resolving service requests, troubleshooting hardware and software, and assisting with classroom and conference room technology.

Responsibilities include supporting Microsoft 365, Entra ID, Exchange Online, and endpoint-managed devices, as well as maintaining documentation and contributing to service improvements. Excellent customer service is essential.

Qualifications

• 1–3 years of experience in desktop support, help desk, or IT operations.
• Experience supporting Windows, Microsoft 365, Entra ID, endpoint management, and networking.
• Knowledge of audiovisual systems and videoconferencing platforms is preferred.
• Strong customer service, communication, troubleshooting, and problem-solving skills.

Responsibilities

• Provide technical support via phone, email, remote sessions, and onsite visits.
• Troubleshoot and resolve hardware, software, network, and account issues.
• Manage incidents, service requests, and escalations in the IT service system.
• Support Microsoft 365, Entra ID, Exchange Online, and user accounts.
• Deploy and support Windows, macOS, mobile devices, printers, and peripherals.
• Assist with endpoint management and AV systems for classrooms and conferences.
• Maintain documentation, knowledge base, and asset inventory.
• Participate in root cause analysis and service improvements.
• Assist with routine maintenance and technology implementations.

Skills

Customer service

Communication

Troubleshooting

Problem-solving

Multitasking

Adaptability

Education

High school diploma or equivalent

Associate degree (technical field)

Tools

Windows

macOS

Microsoft 365

Entra ID

Endpoint management

AV systems

videoconferencing platforms

Job description

## Technical Support Specialist IIApply: University Campus: Full time: Posted 2 Days Ago: R6486## Job Description SummaryThe Technical Support Specialist II provides first-level IT and audiovisual support for Saint Leo University students, faculty, and staff. This role is responsible for resolving service requests, troubleshooting hardware and software issues, supporting Microsoft 365 and endpoint-managed devices, and assisting with classroom and conference room technology. The position delivers exceptional customer service, manages support tickets according to service level agreements (SLAs). Documents solutions and escalates complex issues when necessary. This is an on-site position in St. Leo, Florida and is not eligible for remote work. Applicants must be legally authorized to work in the United States for any employer. Saint Leo University does not provide visa sponsorship for this position, now or in the future. Saint Leo University participates in E-Verify and will confirm the work authorization of all newly hired employees through the federal E-Verify system. Employment is contingent upon successful completion of a background check conducted in accordance with applicable law.## Job DescriptionDUTIES AND TASKS: * Provide technical support via phone, email, remote sessions, and onsite visits.* Troubleshoot and resolve hardware, software, network, and account-related issues.* Manage and document incidents, service requests, and escalations through the IT service management system.* Support Microsoft 365, Microsoft Entra ID, Exchange Online, and user account administration.* Deploy, configure, and support Windows, macOS, mobile devices, printers, and peripherals.* Assist with endpoint management using Microsoft Intune or similar platforms.* Support classroom and conference room AV systems, videoconferencing technologies, and hybrid learning environments.* Maintain technical documentation, knowledge base articles, and asset inventory records.* Participate in root cause analysis and recommend service improvements.* Assist with routine system maintenance, testing, and technology implementations.REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES: * High school diploma or equivalent required; Associate degree in a technical field preferred.* 1–3 years of experience in desktop support, help desk, or IT operations.* Experience supporting Windows, Microsoft 365, Entra ID, Endpoint management platforms, and common networking technologies.* Knowledge of audiovisual systems and videoconferencing platforms is preferred.* Strong customer service, communication, troubleshooting, and problem-solving skills.* Ability to manage multiple priorities in a fast-paced environment and adapt to new technologies.ENVIRONMENT: The work environment characteristics described here are a representation of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The term “qualified individual with a disability” means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of this position. While performing the duties of this job, the employee is regularly required to communicate professionally in person, over the telephone, through email and other electronic means, move about the office and University, handle various types of media and equipment, and visually or otherwise identify, observe and assess. The employee is occasionally required to lift up to 10 pounds unless otherwise specified in the job description. NOTICE: This job description intends to provide a representation of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total specific duties and responsibilities of any position. Employees may be directed to perform job-related tasks other than those specifically presented in this description. Saint Leo University is an Equal Opportunity Employer and embraces diversity as a critical step in ensuring employee, student, and graduate success.