IT Support Specialist

Description

Position Summary

Westcliff College of Nursing is seeking a motivated and service-oriented IT Support Specialist to provide day-to-day technical support for faculty, staff, and other authorized users. This position is responsible for troubleshooting hardware, software, and connectivity issues, maintaining IT equipment, and ensuring reliable technology operations across the campus.

The ideal candidate will have a solid foundation in desktop support, strong problem-solving abilities, and excellent customer service skills. The IT Support Specialist will work closely with the IT Infrastructure Manager and broader technology team to maintain a secure, efficient, and dependable IT environment.

Key Responsibilities

• •Technical Support and Troubleshooting
• •Provide on-site and remote technical assistance for hardware, software, and general IT-related issues.
• •Diagnose and resolve common desktop, laptop, printer, peripheral, and application issues.
• •Support Windows-based computers and commonly used business applications.
• •Respond to, prioritize, and resolve IT support requests through the designated ticketing system.
• •Document troubleshooting steps, resolutions, and technical support activities.
• •Escalate complex technical issues to the appropriate IT team members when necessary.

Hardware and Software Support

• •Install, configure, maintain, and troubleshoot computers, printers, and other IT equipment.
• •Assist with hardware upgrades, replacements, and equipment deployments.
• •Install, configure, and update operating systems and software applications.
• •Support Microsoft Office and other institution-approved applications.
• •Assist with software licensing, installation, and troubleshooting in coordination with IT management and vendors.
• •Maintain accurate records of IT equipment and assigned technology assets.

IT Systems and Network Support

• •Assist with basic network connectivity troubleshooting, including Wi-Fi, LAN, and internet access issues.
• •Support routine workstation updates, security patches, and system maintenance.
• •Assist with user account setup, access management, and password-related requests.
• •Follow established IT security policies and procedures.
• •Support basic endpoint security and device management activities.
• •Assist with routine system checks and maintenance tasks under the guidance of the IT Infrastructure Manager.

End-User Support and Training

• •Provide professional and timely technical assistance to faculty and staff.
• •Guide users through common technology issues and recommended troubleshooting steps.
• •Assist with onboarding and offboarding activities, including workstation preparation and equipment setup.
• •Provide basic training and guidance on approved software, hardware, and IT procedures.
• •Create and maintain technical documentation, user guides, and knowledge base articles.

IT Operations and Collaboration

Work closely with the IT Infrastructure Manager and other technology team members to support daily

IT operations.

• •Assist with technology deployments, equipment replacements, and system upgrades.
• •Coordinate with external vendors when needed for hardware repairs and technical support.
• •Identify recurring technical issues and recommend practical improvements.
• •Participate in IT projects and other technology-related initiatives as assigned.

Required Qualifications

• •Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent relevant work experience.
• •1–3 years of experience in IT support, desktop support, help desk, or a related technical support role.
• •Working knowledge of Windows operating systems and common desktop applications.
• •Experience installing, configuring, and troubleshooting computer hardware and software.
• •Familiarity with Microsoft Office applications.
• •Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN connectivity.
• •Familiarity with IT ticketing systems and remote support tools.
• •Strong analytical, troubleshooting, and problem-solving skills.
• •Excellent written and verbal communication skills.
• •Strong customer service orientation and attention to detail.
• •Ability to manage multiple support requests and work effectively both independently and as part of a team.

Preferred Qualifications

• •CompTIA A+ or relevant Microsoft certification.
• •Experience with Microsoft 365 administration.
• •Familiarity with Active Directory or Microsoft Entra ID.
• •Experience with endpoint management or Mobile Device Management (MDM) solutions.
• •Familiarity with basic IT security practices and endpoint protection tools.
• •Experience supporting technology in a higher education or healthcare-related environment.
• •Basic knowledge of PowerShell or other scripting tools.

Technical Skills

• •Windows 10/11
• •Desktop and Laptop Troubleshooting
• •Hardware Installation and Maintenance
• •Microsoft Office / Microsoft 365
• •Printer and Peripheral Support

Basic Network Troubleshooting

• •User Account and Access Support
• •Remote Desktop Support
• •IT Ticketing Systems
• •Endpoint Security and Software Updates
• •IT Asset Management
• •Technical Documentation

Core Competencies

• •Customer Service: Provides responsive, professional, and patient technical assistance to end users.
• •Problem Solving: Uses a systematic approach to diagnosing and resolving technical issues.
• •Communication: Explains technical information clearly to users with varying levels of technical knowledge.
• •Accountability: Takes ownership of assigned support requests and follows through to resolution or appropriate escalation.
• •Attention to Detail: Maintains accurate records, follows established procedures, and ensures quality in technical support activities.
• •Teamwork: Collaborates effectively with IT colleagues, staff, and external vendors.

Performance Expectations

• •Timely and effective resolution of assigned IT support requests.
• •Reliable maintenance and support of campus technology equipment.
• •Accurate ticket documentation and IT asset records.
• •Positive end-user support experiences.
• •Compliance with established IT security policies and procedures.
• •Effective communication and escalation of technical issues.
• •Consistent contribution to daily IT operations and technology initiatives.

Working Conditions

• •Full-time, on-site position at Westcliff College of Nursing in Corona, California.
• •Requires regular interaction with faculty, staff, and other authorized users.
• •May involve lifting, moving, installing, and configuring IT equipment.
• •Occasional after-hours support or travel may be required based on operational needs.

About Westcliff University

Westcliff University strives to become the most innovative global educational institution, respected for its

transformative, technologically advanced programs and initiatives, with a focus on excellence, social

responsibility, and diversity.