IT Customer Support Specialist

Job Description

Job Description

Position Summary

The IT Customer Support Specialist is the primary on-site IT resource for Vaughn College’s students, faculty, and staff, delivering exceptional customer service and first-contact technical support. The role resolves everyday technology issues—computers, peripherals, classroom and audio-visual equipment, phones, software, and the student information system (SIS)— works closely with the Director of IT Infrastructure, and partners closely with the College’s managed service provider (MSP), escalating network, infrastructure, and complex system issues as needed. We are seeking a customer-focused technician who thrives in a busy, multi-user environment and is passionate about helping students succeed.

Essential Duties & Responsibilities

• Serve as the first point of contact for student IT support—at a walk-up helpdesk and in person across campus—resolving issues with computers, laptops, peripherals, classroom technology, audio-visual equipment, phones, and software, whether in person, by phone, by email, or via remote support tools.

• Assist in evaluating technology issues and coordinate escalation of infrastructure, network, cybersecurity, enterprise application, and other complex technical matters to Open Approach or other technology partners as appropriate.

• Support established technology standards, procedures, and service delivery practices while maintaining accurate documentation of support activities and recurring issues.

• Log, track, and document requests in the ticketing system, and escalate network, infrastructure, and complex technical issues to the MSP and internal teams as appropriate.

• Support student accounts and access, including password resets and group membership, using Microsoft 365, Microsoft Entra ID (Azure AD), and Active Directory.

• Assist students with the student information system (SIS), learning platforms, and other College applications, and respond to questions about student IT services, policies, and programs.

• Install, configure, and maintain computer hardware, operating systems, and application software as directed.

• Manage equipment reservations and classroom/meeting-room technology—setting up, securing, and retrieving equipment—and identify and report equipment hazards.

• Set up, operate, and break down audio-visual equipment for classes, meetings, and college events, providing real-time support to keep presentations running smoothly.

• Install, maintain, and troubleshoot audio-visual systems in classrooms and meeting rooms, coordinating with IT staff and vendors as needed.

• Maintain accurate audio-visual equipment inventory records.

• Maintain accurate hardware and software inventory using the College’s asset-tracking tools.

• Collaborate with College departments and the MSP to ensure timely resolution of issues, and perform other related duties as assigned.

Technical Skills & Knowledge

• Proficiency with Microsoft Windows (current supported versions) and Microsoft 365 / Office applications.

• Working knowledge of Microsoft 365, Microsoft Entra ID (Azure AD), and Active Directory for routine account and device management—creating and maintaining users, resetting passwords, and managing group membership.

• Familiarity with student information systems (SIS) and online learning platforms such as Coursera.

• Hands-on experience troubleshooting and repairing computer and printer hardware and peripherals.

• Familiarity with audio-visual systems and presentation platforms used in classrooms, meetings, and events, including the ability to resolve issues on the spot.

• A commitment to staying current with new technologies used across the College.

Communication & Collaboration

• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.

• Ability to work effectively both one-on-one and as part of a team, including close, day-to-day collaboration with the MSP.

• Skilled at representing student needs to technical teams and translating technical requirements back to students and staff.

• Strong organizational skills and a demonstrated commitment to customer service.

• Willingness to learn independently and to participate in additional training as needed.

Required Experience

• 2–3 years of helpdesk and hands-on IT support experience in a technology support environment; experience in an educational setting is a plus.

• Broad, practical knowledge of software applications, operating systems, networked clients, hardware troubleshooting, and audio-visual systems.

• Experience supporting cloud-based applications and student information or similar enterprise systems.

Required Education

• Associate degree in Computer Science or a related technical field.

Preferred Education & Certifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field from an accredited institution.

• Relevant industry certifications (e.g., CompTIA A+, Microsoft, or comparable).

• AI-related certification in any platform or software is highly desired.

Compensation and Benefits

$60,000 to $75,000 for well-qualified individuals. This is a non-exempt, full-time position eligible for overtime. Compensation is determined based upon experience and education as well as internal equity. The College offers a comprehensive benefits package that includes medical, vision, and dental insurance, long-term disability, generous leave policies, paid holidays, pre-tax flexible spending accounts, tax-deferred retirement savings plan, as well as employee and dependent tuition assistance programs.

To Apply

For additional information about Vaughn College of Aeronautics and Technology, and this posting, please visit https://www.vaughn.edu/ and select “Work at Vaughn.” You may then apply by following the portal instructions.

The following documentation is required to complete the application process:

• Cover letter

• Résumé

Review of applications will begin immediately.

Final candidates will be expected to attend at least one in-person interview on campus.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa.