Information Technology Support Specialist at Bridgewater College in Bridgewater, VA

Job description

Bridgewater College is seeking a friendly, service-oriented IT Support Specialist to be the first point of contact for technology support across campus. This role combines hands-on technical troubleshooting with customer service and administrative support, helping students, faculty, staff, and visitors get the technology they need to work, learn, and stay connected. If you're someone who enjoys solving problems, helping people, and learning new technology, this could be a great opportunity to grow your IT career in a supportive college environment. WHAT YOU’LL DO: Frontline Technical Support & Operations Serve as the first point of contact for campus IT support via phone, walk-up service, and email. Serve as the first line of defense for all password resets, account unlocks, multi-factor authentication (MFA) troubleshooting and user access issues. Diagnose and resolve common technical issues involving campus Wi-Fi, email access, printing services, and standard office software. Account Administration & User Onboarding/Offboarding Create and provision end-user network accounts, credentials, and email addresses for incoming faculty, staff, students, and student proxies in accordance with institutional access policies. Facilitate identity management workflows for onboarding new hires and enrolled students, ensuring timely access to campus systems on day one. Execute offboarding procedures by updating permissions, disabling accounts, and archiving access for departing personnel and non-returning students. Ticket Management & Queue Triage Triage, categorize, and prioritize incoming IT support tickets in the ticketing system. Monitor ticket queues to ensure inquiries are assigned and addressed in a timely manner according to established Service Level Agreements (SLAs). Escalate complex technical issues to Tier 2/Tier 3 support groups or with detailed information about the support need. Campus ID Card Processing Process, print, and issue physical campus ID cards for new and returning students, faculty, staff, and vendors. Troubleshoot ID card access control issues, photo uploads, and magnetic stripe/chip read errors. Maintain accurate records of card inventory, issuance fees, and hardware maintenance. Department Operational Support Provide on-site and logistical IT support for key campus events, including Fall/Spring Student Move-In, New Student Orientation, Commencement, and Board meetings. Coordinate hardware hand-offs and temporary equipment loans for students and staff. WHAT YOU BRING: High school diploma or GED required 1+ years of experience in customer service, help desk, or IT support environment required Excellent time management skills with the ability to appropriately prioritize multiple tasks required Effective interpersonal, collegial, verbal, and written skills essential; service commitment essential; ability to work well both independently and as part of a team; comfort with details and change required Demonstrated ability to manage people and processes in a fast-paced environment with the highest regard for customer service and end-user technology support required Ability to communicate effectively with people of varying levels of computer literacy required Proficient in MS Office suite, mobile devices, Windows as well as Mac OSX to provide support to faculty/staff and students required The optimal candidate will be self-motivated with a strong work ethic. Strong teamwork, problem-solving, interpersonal, and communication skills are essential. Experience in higher education is highly desired. WHAT WE OFFER: Comprehensive benefits package to include medical, dental, vision, life, and disability plans and 403(b) retirement program 20 days of paid time off, in addition to several paid holidays Full tuition benefits for eligible dependents Access to BC Wellness Center GENERAL INFORMATION : Bridgewater College was founded in 1880 as a coeducational liberal arts college to serve the local community. Located in the scen