Information Technology Support Specialist

Title III, IT Department

Classified, Regular Full-Time

12 months/year, 26 pay periods

Non-exempt

The levels of supervision received (chain of command) are:

● Information Technology Director

● President

None

Under the direction of the Information Technology Director, the IT Support Specialist provides entry-level technical assistance to students, faculty, and staff. The position responds to routine service requests, assists with basic troubleshooting and equipment setup, documents work performed, and refers complex, security-related, or network-related issues to senior IT staff. Training and guidance will be provided as the employee develops technical knowledge and skills.

• Serve as the first point of contact for routine technology support requests received by phone, email, support application, or in person.

• Assist users with basic password, login, printing, software, internet connectivity, and device issues using approved procedures.

• Set up, connect, and perform basic checks on desktops, laptops, monitors, printers, mobile devices, and peripheral equipment.

• Assist with installing approved software, updates, operating systems, and peripheral devices under the direction of IT staff.

• Set up and support audio-visual equipment for classrooms, conference rooms, meetings, and events.

• Assist with inventory, labeling, deployment, collection, and tracking of computers, tablets, and other IT assets.

• Document service requests, steps taken, and outcomes in the designated ticketing or recordkeeping system.

• Use established troubleshooting guides and refer complex, unresolved, security-related, server, or network issues to the Information Technology Director or designated IT staff.

• Provide courteous basic guidance to users on approved BFCC technology, systems, and safe technology practices.

• Participate in assigned training and IT projects to develop job knowledge and improve IT services.

• Maintain confidentiality and protect passwords, student and employee information, and institutional technology resources.

• After-hours availability may occasionally be required for scheduled events or urgent support needs.

• Perform other duties necessary to support the functions of BFCC, as assigned.

• High school diploma or GED required.

• No college degree or previous paid information technology experience is required.

• Basic experience using computers, email, web browsers, and common office applications.

• Ability and willingness to learn troubleshooting methods, BFCC systems, and information security practices through employer-provided training and supervised work.

• Customer service, help-desk, computer repair, classroom technology, or related volunteer or work experience is preferred but not required.

• Entry-level technology training or certifications, such as CompTIA IT Fundamentals or A+, are preferred but not required.

• Basic familiarity with computers, mobile devices, printers, email, internet browsers, and common productivity software.

• Ability to follow written instructions, checklists, security requirements, and established troubleshooting procedures.

• Ability to learn Windows, macOS, iOS, Android, Microsoft 365, Google Workspace, and other BFCC-supported systems.

• Ability to identify routine issues, ask appropriate questions, document the problem clearly, and seek assistance when an issue is beyond the employee's training or access level.

• Strong customer-service skills, including patience, courtesy, reliability, and respect for users with different levels of technical knowledge.

• Clear verbal and written communication skills.

• Ability to protect confidential information and follow safe password, account-access, and data-handling practices.

• Ability to organize assigned tasks, pay attention to detail, and respond to service requests in a timely manner.

• Ability to work cooperatively with IT staff and other BFCC departments and accept instruction and feedback.

• Commitment to continued learning and professional development.

Work includes routine and recurring technical support tasks completed through established procedures, checklists, and supervisor guidance. The employee uses judgment to gather information, attempt approved basic solutions, protect confidential information, and determine when an issue must be referred to more experienced IT staff.

Has contact with personnel in all departments, students, Board of Trustees, Blackfeet Tribal departments and programs staff, and other related entities and persons that are necessary to conduct the day-to-day business operations of the Information Technology Department.

Work is performed in a normal IT office and data center environment. Duties require extensive use of computers and office equipment. The noise level in the work environment is usually quiet. Normal demand for office work is applicable. Walking, standing, and sitting at a desk is required. Some lifting will be required (i.e. desktops, equipment, and other miscellaneous materials).

• Position Description

• BFCC Policies and Procedures Manual

• BFCC Catalog

• IT Department procedures, security standards, and supervisor direction

• All applicable tribal, federal, and special policies, laws, rules, and regulations.