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Technical Support Specialist

Apply now Job no: 493543
Work type: Staff (Full-Time)
Location: Orlando, FL, Winter Park, FL
Categories: Information Technology
Division: Business and Finance

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. 

For the 15th consecutive year, Rollins College has been named a “Great College to Work For”! Be a part of the Rollins experience and find a place where you belong. Ready to join us?

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!

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: Blue Rewards, Rally Dollars, Hinge Health Musculoskeletal Coaching
  • Plus More!

Additional Perks:

  • 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 benefits package. Click here to review our full benefits package.

Job Summary:

The Rollins College Information Technology Department is seeking two(2) service and results-oriented Technical Support Specialists to join their team! These positions are part of the Support & Outreach team, specifically focused on Help Desk operations. The priority for the Help Desk is to triage and quickly address or accurately route incoming issues and requests while providing an excellent customer service experience. The Technical Support Specialists provide weekday and weekend support (see work hours for details) for both in-person and remote clients, including students, faculty, and staff. Success in this role requires technical troubleshooting skill across a broad range of hardware and software, strong teamwork, attention to detail, and exemplary written and verbal communication.

Primary Responsibilities

  • Troubleshoot and resolve problems in a range of contexts including hardware and software (Mac, Windows), mobile devices, printers, network and account access, and other technical areas as they arise.
  • Assist with the imaging, deployment, and management of Mac and Windows computers used by employees and in academic spaces across campus.
  • Provide basic in-person audio/visual assistance and troubleshooting for classes and events.
  • Monitor and triage incoming calls, walkups, tickets, and reporting systems to prioritize support.
  • Support and mentor Tier 1 student staff in collaboration with the student supervisor lead.
  • Leverage the ITSM solution (TeamDynamix) in daily work to coordinate individual and Help Desk support, route issues and requests to other teams in IT, and communicate regularly with clients
  • Share management of Help Desk operational tools such as phones, monitoring and alerting applications, and other systems that facilitate support, ensuring all have a lead and backup tech.
  • Document and refine key Help Desk processes, in close collaboration with other team members with an emphasis on improving the service experience for both clients and IT staff.
Minimum 
Qualifications and Education:
  • A minimum of two years of experience providing technical support and customer service.
  • Familiarity using ticketing systems for managing support requests.
Preferred 
Qualifications:
  • Bachelor’s degree from an accredited University or College.
  • IT technical support experience working in a higher education environment.
  • Familiarity with endpoint management solutions (SCCM, JAMF, Intune).
  • Familiarity with ITSM/ITIL.
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, with strong attention to detail.
Work Schedule:

The Technical Support Specialists roles are a full-time 12-month appointment, scheduled to work 7.5 hours/day, 37.5 hours per week. 

The schedule for these positions are:

  • Sunday – Thursday Shift: Sunday from 8 am – 9 pm; Monday through Thursday from 8 am – 4 pm.*
  • Tuesday – Saturday Shift: Tuesday through Saturday from 8 am – 5 pm.*

*Flexible schedules or overtime may be required to meet the demands of the academic calendars

Work Environment:
  • Campus-based, 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 40lbs, bending, stooping, stretching, and standing

Instructions to Applicants:

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

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

Diversity & Inclusion at Rollins:

Rollins is committed to fostering a diverse and inclusive campus community, and the College celebrates the open exchange of ideas within a climate of civility and mutual respect. We view differences—from race and ethnicity to sexual orientation and political perspectives—as rich opportunities for understanding, learning, and growth. To learn more, please click here.

Through its mission, Rollins College is firmly committed to creating a just community that embraces multiculturalism; persons from historically under-represented minority groups are therefore encouraged to apply. 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 federal, state, or local law, in its educational programs and activities.

FLSA Status:

Non-Exempt

Service Months:

12

Advertised: Eastern Daylight Time
Applications close:

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