Information Technology Support Specialist
Job DescriptionJob Description
Department
Title III, IT Department
Personnel Definition
Classified, Regular Full-Time
Term of Employment
12 months/year, 26 pay periods
FLSA
Non-exempt
Supervision Received
The levels of supervision received (chain of command) are:
● Information Technology Director
● President
Supervision Exercised
None
General Statement of Duties
The IT Support Specialist is responsible for providing technical assistance and support for computer systems, hardware, software, and related technologies. This position focuses on diagnosing and resolving technical issues, delivering timely and effective user support, and assisting with the implementation and maintenance of IT systems and applications. The IT Support Specialist plays a critical role in ensuring continuity of business operations by maintaining reliable system performance, responding promptly to service requests, and applying a strong working knowledge of the organization's IT infrastructure to deliver high-quality technical support.
Specific Area of Duties
· Respond to IT support requests from students, faculty, and staff via phone,
email, applications or in-person, providing timely and courteous assistance.
● Diagnose and resolve hardware and software issues on desktops, laptops, printers, mobile devices, and other IT equipment.
● Install, configure, and maintain software applications, operating systems, and peripheral devices.
● Set up and support audio-visual equipment for classrooms, conference rooms, and events.
● Assist with the deployment and management of IT assets, including computers, tablets, and other devices.
● Collaborate with other IT team members to troubleshoot complex technical problems and escalate issues as needed.
● Document support activities, solutions, and troubleshooting procedures in the IT knowledge base.
● Provide training and guidance to users on IT tools, systems, and best practices.
● Participate in IT projects and initiatives as assigned, contributing to the continuous improvement of IT services.
● After-hours availability may be required as needed.
● Serve as the primary contact for all student and faculty-related issues
● Other duties necessary to the function of BCC, as needed.
Qualifications
· Associate's degree, or a closely related field with three (3) years of relevant IT support experience
· An equivalent combination of education, certifications, and experience may be considered in lieu of a degree (e.g., CompTIA A+, Network+, Microsoft certifications)
· Higher education experience
· Demonstrated experience in troubleshooting hardware and software issues on desktops, laptops, and mobile devices
Knowledge, Skills & Abilities Required
Knowledge and Skills Required:
● Skilled in diagnosing and resolving hardware and software issues efficiently.
● Proficient in Windows macOS, iOS, and Android operating systems.
● Understanding of TCP/IP, DNS, DHCP, VLANs, and troubleshooting network connectivity.
● Familiarity with Microsoft Office, Google Workspace, and common educational software.
● Basic knowledge of security principles, password management, and awareness of common threats.
● Strong interpersonal and communication skills, with patience and empathy for users.
● Ability to create clear troubleshooting guides and use knowledge base tools effectively.
● Willingness to learn and adapt to new technologies and processes in a fast-paced environment.
● Commitment to ongoing professional development through training and self-directed study.
● Ability to work effectively in a team environment, sharing knowledge and collaborating on problem-solving.
● Excellent communication and interpersonal skills, with the ability to interact professionally with users of all technical levels.
● Strong problem-solving and analytical skills, with attention to detail.
● Ability to work independently and collaboratively in a fast-paced environment.
● IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.
● Knowledge of Windows, macOS, iOS, and Android operating systems, Microsoft Office 365, Google Workspace, and other productivity software
Complexity
This position is required to have knowledge of hardware & software, networks and user support.
Personal Contacts
Has contact with personnel in all departments, students, Board of Trustees, Blackfeet Tribal departments and programs staff, and other related entities and persons that are necessary to conduct the day-to-day business operations of the Information Technology Department.
Physical Demands
Work is performed in a normal IT office and data center environment. Duties require extensive use of computers and office equipment. The noise level in the work environment is usually quiet. Normal demand for office work is applicable. Walking, standing, and sitting at a desk is required. Some lifting will be required (i.e. desktops, equipment, and other miscellaneous materials).
Guidelines
This position will be guided by:
Position Description
BCC Policies and Procedures Manual
BCC Catalog
All applicable tribal, federal and special policies, laws, rules and regulations as they apply.