IT Support Specialist (ITSM Experience)
: Job Details :

IT Support Specialist (ITSM Experience) Job no: 495495 Work type: Full Time Location: Swarthmore Categories: Salary (Exempt), On Campus Swarthmore College is a highly selective liberal arts college located in the suburbs of Philadelphia, whose mission combines academic rigor with social responsibility. Swarthmore has a strong institutional commitment to inclusive excellence and nondiscrimination in its educational program and employment practices and encourages candidates who will further advance the goal of fostering a diverse and inclusive community. As one of the nation's finest institutions of higher learning, Swarthmore College is global in outlook and draws students from around the nation and world. The 425-acre campus is a designated arboretum, complete with gardens, rolling lawns, a creek, wooded hills, and hiking trails in the Crum Woods. Who We Are: IT Support Services group is a part of the Information Technology Services Department. The Support Services team is responsible for providing centralized technology support to faculty, staff, and students. Our group consists of Service Desk operations, Endpoint Systems Management, and Project Engagement. We are a highly service-oriented, people first organization that provides robust, reliable, adaptable, and innovative technological resources through which the College community is empowered to accomplish the College's mission and strategic plan. Please see our department mission for more information: The opportunity: The IT Support Specialist is a client-focused role dedicated to providing technology support to faculty, staff, and students, following ITIL best practices. As part of the Help Desk team, the IT Support Specialist is responsible for triaging, troubleshooting, and tracking endpoint computing issues and service requests to ensure timely resolution. Key responsibilities include supporting collaboration, maintaining technical documentation, conducting trend analysis, and fulfilling service requests. This role also brings some expertise in configuring ITSM solutions, particularly supporting the college's ITSM tool, Freshservice. Essential Responsibilities

• Deliver exceptional client support through clear communication, collaborating as a thought partner and active listener, building relationships across campus to achieve positive outcomes.
• Provide technical support for a variety of hardware, software, and endpoint-related services, including macOS, Windows, cloud-based applications, Zoom Phone, and other college-related software.
• Diagnose and resolve endpoint computing issues, including device, printing, and mobile connection problems, as well as imaging and deploying endpoints via MDM.
• Identify and troubleshoot account and access-related issues, including password changes, identity verification, and account permissions.
• Ensure accurate inventory tracking and data integrity by following established procedures.
• Track, document, and manage incidents and service requests from initiation to resolution, ensuring timely follow-ups and providing status updates and feedback throughout the process.
• Collaborate within the Help Desk team to identify trends, recommend improvements and develop policy to improve service delivery.
• Develop and maintain technical documentation, procedures, and best practices to support knowledge sharing and effective problem-solving.
• Train end users in ITS-related services and systems.
• Provide mentorship and direction to student employees.
• Participate in departmental initiatives, serve on committees, and assist other departments as needed for cross-functional support and team-building.
• Engage in assigned projects, contributing to the continuous improvement of support services.
• Perform job-related duties as assigned.

Who you are:

• Creative thinking and problem-solving to explore new technology, processes, and approaches
• Strong interpersonal and communication skills, able to convey technical concepts in plain language to a diverse audience.
• Ability to establish and maintain effective working relationships with others.
• Ability to train and nurture the skills of student workers

What you bring: Required Qualifications

• Bachelor's Degree with at least 3-5 years of experience or equivalent combination of education and experience.
• Knowledge of ITIL service methodology, including incident, problem, change, asset, and inventory management.
• Proficiency in IT Service Management (ITSM) and experience using tools for handling incidents, requests, changes, projects, and inventory.
• Solid understanding of IT infrastructure, operating systems, software, cloud services, Cloud VoIP and video conferencing applications including (but not limited to) Windows, Mac, Office 365 Suite, Google WorkSpace, Zoom and Zoom Phone, password management services, and multi-factor authentication services.
• Experience using MDM solutions such as JAMF and Microsoft Intune.
• Experience using Active Directory, identity and access management tools.
• Experience with project management

Preferred Qualifications

• Experience configuring an ITSM and ESM solution like Freshservice or ServiceNow, using APIs, Web-hooks, and similar methodologies is a plus.
• ITIL certification is a plus

What You Will Get: You'll work at one of the world's most renowned liberal arts Colleges, with incredible benefits, a stunning 420-acre campus, and a collaborative work environment. Join a team of passionate, creative people who work hard and have fun supporting the College students, faculty, and staff. We want to hear from you if you are excited about this role! For full consideration, submit applications with pay expectations including a resume and cover letter by November 4, 2024 Applications received after this date may be reviewed on a rolling basis until the job has been filled. PA Criminal Required Swarthmore College requires a PA Criminal background check for all staff positions prior to the start of employment. Education Verification Required by Position An education verification is required for this position because a college degree is a required qualification for this position. Review the 2024 Benefits Flyer. We offer benefit plans starting at zero cost! Upon benefit eligibility, the College contributes 10% of an employee's salary to their retirement account. Employees are 100% vested in their accounts on the date participation begins. Swarthmore Benefits Guidebook Retirement Plans Tuition Grant Program Tuition Reimbursement Program Paid Time Off (Staff) Holiday Schedule Swarthmore College actively seeks and welcomes applications from candidates with exceptional qualifications, particularly those with demonstrable commitments to a more inclusive society and world. Swarthmore College is an Equal Opportunity Employer. Women and those with underrepresented identities are encouraged to apply. Advertised: Oct 14 2024 Eastern Daylight Time Applications close: