Hardware Support Specialist

Job Description Summary

The Hardware Support Specialist provides frontline and Tier 2 technical support for university-owned computing devices and instructional technology in support of academic, administrative, and student success initiatives. This role is responsible for deploying, maintaining, and troubleshooting endpoint hardware; supporting faculty, staff, and students through desk-side and remote assistance; and ensuring accurate lifecycle management of institutional technology assets.

Working within a higher education environment, the Hardware Support Specialist collaborates with internal IT teams, academic units, and service providers to deliver reliable, secure, and standardized technology services that support teaching, learning, research, and business operations.

Job Description

Duties and RESPONSIBILITIES:

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them form the position if the work is similar or related or a logical assignment to the position. Management may require incumbents to perform duties other than those contained in this document.

• Provide professional, customer-focused technical support to faculty, staff, and students in classrooms, offices, labs, and remote environments.
• Diagnose, troubleshoot, and resolve hardware and endpoint-related issues involving desktops, laptops, docking stations, monitors, printers, and peripheral devices.
• Install, configure, image, deploy, replace, and decommission university-owned computing devices in accordance with institutional standards and service-level agreements (SLAs).
• Support instructional and academic technology by assisting with classroom computers, presentation equipment, and videoconferencing systems, as assigned.
• Utilize endpoint management platforms to support device configuration, software deployment, patching, and compliance with university policies.
• Assist with device enrollment, configuration profiles, compliance policies, and application deployment/troubleshooting using Microsoft Intune or equivalent tools.
• Create, manage, and update incident and service request tickets, ensuring timely resolution, clear communication, and appropriate escalation.
• Maintain accurate technology asset records, including inventory, device assignments, warranty status, and lifecycle tracking.
• Provide Tier 2 escalation support to Help Desk staff and collaborate with infrastructure, security, and academic technology teams to resolve complex or recurring issues.
• Support remote and distributed campus locations by coordinating remote troubleshooting, equipment shipping, vendor repairs, and warranty services.
• Develop and maintain technical documentation, standard operating procedures, and user-facing guides tailored to a higher education audience.
• Identify recurring issues and contribute to continuous improvement initiatives through documentation, knowledge sharing, and process recommendations.
• Comply with institutional policies related to data security, privacy (e.g., FERPA), accessibility, and acceptable use.

REQUIRED SKILLS, KNOWLEDGE, & QUALIFICATIONS:

• High school diploma or equivalent.
• One (1) to three (3) years of experience providing IT support in a help desk, desktop support, or similar technical role, preferably in a higher education or similarly complex environment.
• Demonstrated ability to troubleshoot and repair endpoint hardware and common peripherals.
• Working knowledge of Windows (10/11) and macOS operating systems, including installation, configuration, and basic troubleshooting.
• Experience using an IT service management (ITSM) or ticketing system to document work, track service requests, and meet SLAs.
• Strong customer service skills with the ability to communicate technical concepts clearly to faculty, staff, and students with varying levels of technical proficiency.
• Ability to manage multiple priorities in a fast-paced, service-oriented environment while maintaining attention to detail.
• Working knowledge of Microsoft 365 applications (Outlook, Teams, Word, Excel) in an enterprise or academic setting.
• Basic understanding of networking concepts (e.g., Wi‑Fi connectivity, IP addressing, DNS) sufficient for endpoint troubleshooting.
• Ability to follow established procedures, maintain accurate records, and adhere to institutional security, privacy, and accessibility standards.

PREFERRED QUALIFICATIONS:

• Associate degree or higher in computer science, information systems, educational technology, or a related field.
• CompTIA A+, ITF+, or other relevant desktop/endpoint support certifications.
• Experience supporting managed devices using Microsoft Intune, including device enrollment, configuration profiles, compliance policies, and application deployment.
• Familiarity with endpoint management and deployment tools such as Intune, MECM/SCCM, Ivanti, or similar platforms.
• Experience supporting instructional technology, classroom computing, or videoconferencing systems in a higher education environment.
• Familiarity with Active Directory concepts related to endpoint and user support (as appropriate to role).
• Experience supporting mobile devices (iOS and Android) in an enterprise or academic setting.
• Exposure to basic scripting, automation, or imaging/task sequences to improve deployment and support efficiency.

ENVIRONMENT:

The work environment characteristics described here are a representation of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The term "qualified individual with a disability" means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of this position.

While performing the duties of this job, the employee is regularly required to communicate professionally in person, over the telephone, through email and other electronic means, move about the office and University, handle various type of media and equipment, and visually or otherwise identify, observe and assess. The employee is occasionally required to lift to 10 pounds unless otherwise specified in the job description.

Why Work at Saint Leo?

What it's Like to Work Here: Ask our employees and the one word they'd use to describe working at Saint Leo University is "Community." Our team members all share the Saint Leo core values, positive attitudes, and problem-solving abilities, enabling them to provide excellent student centered service. Our mission is educating and preparing students for life and leadership in a challenging world. Thank you for your interest in joining the Saint Leo PRIDE!

We are committed to providing our employees with the support they need. At Saint Leo, we offer an array of medical, dental, and vision packages as well as several add-on perks to make your benefits package truly customizable to you and your family needs. Available benefits based on employment status (Full Time vs Part Time).

• FREE Tuition - Employee, Spouse, and Dependents*
• Tuition Exchange Opportunity - Dependent of Employees*
• Generous Paid Leave - Sick, Vacation, and Holidays
• Comprehensive Group Health Plan (Medical, Dental, and Vision)
• Group Medical Plan includes Teledoc, Surgery Plus, Wellness Incentive Program and more!
• 100% Employer-Funded Health Reimbursement Account
• 100% Employer-Paid Short Term Disability Insurance
• 100% Employer-Funded Employee Assistance Program (healthcare and dependent options)
• Employer-provided life insurance
• Discounted On-Campus Dining Meal Plans
• Nationwide Pet Insurance
• Flexible Spending Accounts
• 403b Retirement Plan
• Wellness Center
• Eligibility based on meeting required service period

2025 ICUBA Benefits Guide_St Leo