Technical Support Specialist

Job
Summary:

The Rollins College
Information Technology Department is seeking a service and results-oriented Technical Support Specialist to join their team!

Providing our Community with Outstanding Experiences
The Technical Support Specialist serve as the empathetic
face of IT, delivering comprehensive technical support that prioritizes user confidence and academic continuity.

• Deliver a
  reassuring and skilled support experience by troubleshooting and resolving technical problems across hardware, software (Mac/Win), mobile
  devices, network access, and basic audio/visual assistance for classes and events
• Act as the welcoming and empathetic “front door”
  of IT by monitoring and triaging incoming calls, walk-ups, and tickets
• Prioritize support based on urgency and academic impact
  while setting clear expectations with every client
• Champion clear communication by leveraging our ITSM solution (TeamDynamix) to
  keep clients updated on their status, translating technical details into clear, understandable language, and routing complex issues to the
  right teams seamlessly
• Take ownership of the service lifecycle, responding promptly to requests and following up to ensure that
  solution actually solves the person’s core problem

Keeping our Technology Future Ready

Bridge the gap
between current support needs and future technology standards by actively learning and testing solutions that keep our campus current

• Stay current with emerging technologies and industry best practices, applying new knowledge to improve campus-wide technology support
  and to inform the development of IT standards and policies
• Partner with the team to help plan, test, and launch campus-wide
  projects, including new installations and system upgrades

Building a Sustainable Team and Support Model

Foster a culture of shared knowledge and growth by mentoring student employees, documenting solutions, and collaborating across
teams to build a sustainable support model

• Mentor and guide our student technicians, helping them build confidence and technical IT
  skills, in addition to soft skills
• Collaborate with the team to improve our Help Desk processes, with an emphasis on removing
  barriers and providing outstanding experiences to our campus in sustainable ways
• Leverage the team’s collective expertise by
  identifying complex issues early and pulling in backup, asking questions, and using our internal knowledge base
• Keep the team
  organized and connected by actively using our internal project, ticket, and communication platforms to document tasks, questions, and
  resolutions. Use reports and dashboards to manage workload and ensure everyone in the department stays on the same page
• Provide
  backup support to Event technicians, handling common support requests to ensure consistent service for our campus community

Minimum
Qualifications & Education:

• Two years of experience providing technical support and
  customer service
• Familiarity with using ticketing systems for managing support requests

Preferred
Qualifications:

• Previous higher education technical support experience
• Familiarity with endpoint management
  solutions (SCCM, JAMF, Intune)
• ITSM/ITIL familiarity
• Bachelor’s degree from an accredited University or College

Knowledge, Skills, & Abilities:

• Demonstrated customer service excellence
• Motivated self-starter, able
  to work both independently and collaboratively as part of a team
• Strong technical troubleshooting skills with hardware and software
  issues on Mac, Windows, and mobile devices, as well as related devices such as printers, scanners, webcams, etc.
• Patient and calm
  demeanor in stressful or high-pressure situations
• Excellent written and oral communication skills
• Strong attention to
  detail and time management skills

Work Schedule:

• Full-time schedule Monday to Friday, 8:30 AM to 5:00 PM,
  37.5 hours per week
• Flexible schedules or overtime may be required to meet the demands of the academic calendars

Work Environment:

• This is a campus-based position working in Winter Park, FL
• Front-facing customer
  service position
• Primarily indoor environment which does require outdoor transit between buildings and occasional outdoor event
  support
• Physical activity includes walking across campus carrying or carting equipment, lifting up to 40 pounds, bending, stooping,
  stretching, and standing

Instructions to Applicants:

To apply, please submit an application and upload the
following materials:

1. Cover Letter (optional)
2. Resume
3. Provide three reference names and email addresses on
   application

Benefits & Perks:

• 15 Days – Paid Time Off (vacation, sick and personal time)
• 10 Days
  – Paid Holidays
• 5 Days – Paid College Closure Days
• Eligible for Medical, Prescription, Dental & Vision Insurances (within
  30 days of hire)
• 100% Employer-Funded Health Reimbursement Account ($125+/month)
• 100% Employer-Paid Short & Long Term
  Disability Insurance
• Domestic Partner Benefits
• 11.5% Employer Retirement Contributions
• Discounted On-Campus
  Dining Meal Plans
• Free On-Campus Parking
• Free Access to Campus Amenities (gyms, pools, library, sporting events, and
  more)
• Free Full Tuition for Employees and their Families
• Pet Insurance
• 100% Employer-Funded Employee Assistance
  Program
• Flexible Spending Accounts
• Award-Winning Wellbeing Programs
• Plus More!

Additional Perks:

• Rollins College is conveniently located on multiple Lynx Bus Routes (Winter Park/Rosemont-9 & Winter Park/Springs Village-23) and within
  walking distance from the Winter Park SunRail Station
• Local & National Discount
  Programs, including Winter Park Locations (i.e. shops, restaurants, gift cards, and more)
• Free E-Training Courses & Professional
  Development Opportunities
• IT Software & Laptop Discounts (Apple, Lenovo, and more)
• College Bookstore Discounts
• Annual Service Awards & Recognition Programs
• Discover what it’s like to live in Orlando: Live, Work, Play and Learn
• Plus More!

Rollins offers a competitive hourly rate, along with our generous full-time benefits package! Click here to
review our full-time benefits package.

Our Service
Excellence Philosophy:

At
Rollins, we strive to be responsive, respectful, collaborative, competent, and inclusive in all that we do. Whether serving prospective or
current students, alumni, local residents, or our fellow faculty and staff colleagues, these standards define the Rollins service
experience.

Click here to learn more about our commitment to Service Excellence at Rollins College!

Equal Employment
Opportunity:

Rollins College is an equal opportunity institution. Rollins does not discriminate on the basis of sex,
disability, race, age, religion, color, national or ethnic origin, ancestry, marital status, veteran status, sexual orientation, gender
identity, gender expression, genetic information, physical characteristics, or any other category protected by College policy or federal,
state, or local law for employment and in our educational programs and activities. To learn more about our commitments, visit click here. Any applicant who requires reasonable accommodations for any part of the application or hiring process may
contact us by phone or in writing to [email protected]” TARGET=”_blank”>https://apptrkr.com/get_redirect.php?id=6909840&targetURL=mailto:[email protected]” target=”_blank”>[email protected] | 407.646.2102.
Employment
Eligibility:

All new employees must be eligible and show employment eligibility verification by the first date of employment
at Rollins College, as legally required (e.g., Form I-9). Rollins College will require proof of authorization to work in the United States.
Further, based on the September 19, 2025, Presidential Proclamation and accompanying guidance from the USCIS and Department of State, the
College may not be able to offer H-1B sponsorship. Particularly the College is not able to pay the required fee accompanying new H-1B visa
petitions.

FLSA Status:

Non-Exempt

Service Months:

12

To apply,
visit https://jobs.rollins.edu/jobs/technical-support-specialist-orlando-florida-united-states-winter-park-fl
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Rollins is the best college in Florida, but don’t just take our word for it. See what the experts are saying. Explore all
of the ways Rollins is top ranked-from our academic excellence and expert faculty to our unparalleled campus and one-of-a-kind study abroad
opportunities.

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