IT Technical Specialist II

The approximate base compensation range is posted, but the actual offer will reflect our total compensation and benefits package. The offer will be determined by a number of factors including the selected candidate’s experience, knowledge, skills, abilities, FTE, number of months worked, as well as internal equity among our team.

Position Summary

The IT Technical Specialist II is a mid-level position primarily responsible for providing advanced desktop support and technical expertise for the College of St. Scholastica community within the Information Technology department. This role involves complex system integration, oversight of departmental software and hardware purchase life cycles, configuration, and ensuring adherence to College policies and procedures. This is a critical, customer-focused role demanding a high degree of technical proficiency, analytical troubleshooting skills, effective communication, and the ability to drive the integration of various information technology systems within the educational environment.

Essential Duties And Responsibilities

Advanced Desktop and System Configuration Support:

• Provide expert-level installation, configuration, and support of Desktop core services, specifically managing the integration and functionality of Windows and Mac Operating Systems and supported applications.
• Manage and maintain Active Directory (AD) joined workstations and mobile integration services, ensuring optimal performance and compliance.
• Administer, troubleshoot and ensure security across managed endpoints.
• Apply high-level analytical skills to promptly troubleshoot and resolve complex operating system problems, taking the initiative to learn the latest updates, service packs, and operating versions.
• Provide second-level support for desktops, laptops, mobile devices, printers, and classroom technologies.
• Diagnose and resolve hardware, software, and connectivity issues, escalating complex problems when necessary.
• Assist in deploying, configuring, and maintaining operating systems, applications, and security updates.
  
  

Client Management And Technical Consultation

• Develop strong, trusting relationships with the campus community by anticipating their advanced IT needs and responding in an appropriate and timely manner.
• Serve as a technical consultant to the campus community through the entire life cycle of technology, including the purchase, installation, detailed systems training, and maintenance of computer and related equipment.
• Lead the development of comprehensive support material for distribution to the campus community, identifying topics, objectives, and developing materials utilizing a variety of media.
• Serve as a resource for technology-related questions from faculty, staff, students and extended community, and communicate technical information clearly and effectively to non-technical audiences.
• Deliver training and guidance on the use of software applications, classroom technology, and digital tools.
• Remain current on information technology issues relevant to an academic environment, evaluate new or updated technologies, and assist clients with new information technology systems.
  
  

Incident Resolution And Documentation Leadership

• Independently manage and resolve high-priority or complex client information technology problems and issues, monitoring the appropriate ticketing queue for assigned incidents.
• Regularly communicate detailed status updates regarding problems and/or issues with clients, team members, and upper management.
• Provide coordination with secondary support if necessary, ensuring proper escalation.
• Troubleshoot and resolve problems efficiently and in a timely manner, which may require working beyond the normally scheduled work hours.
• Contribute to knowledge-sharing and documentation within the IT department.
  
  

Collaboration And Project Support

• Work closely with IT colleagues to support new technology implementations, upgrades, and system enhancements.
• Participate in cross-functional project teams to improve technology-enabled teaching, learning, and administrative services.
  
  

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent advanced work experience).
• 4 years of professional experience providing advanced desktop support, system administration, and technical troubleshooting.
  
  

Skills And Competencies

• Demonstrated expertise in installing, configuring, and supporting multiple versions of Windows and Mac operating systems in an enterprise environment.
• Extensive experience managing and administering Active Directory accounts and troubleshooting system integration services.
• Proven ability to provide good customer service by proactively anticipating clients' needs and communicating the status of issues.
• Excellent verbal and written communication skills, necessary for providing recommendations, operational assistance, and training on various information technology data and/or voice systems.
  
  

Preferred Qualifications

• Relevant professional certifications (e.g., Microsoft Certified: Modern Desktop Administrator Associate, Apple Certified Support Professional).
• Experience with IT service management frameworks and utilizing ticketing systems.
• Experience leading small technical projects or serving as a technical mentor to junior staff.
• In-depth knowledge of networking fundamentals and advanced cybersecurity principles.
  
  

Physical Requirements

• Ability to sit or stand for extended periods.
• Ability to lift 40 lbs, work in tight spaces, and temperature extremes.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
  

Work Environment

• Schedule: Full-time, on-site position (Monday–Friday, occasional evenings/weekends required for major system implementations or critical incident resolution)
• Additional Duties: Occasional participation in school events, meetings, and extracurricular activities as required.
  
  

Full-time, on-site position (Monday–Friday, occasional evenings/weekends required for major system implementations or critical incident resolution)