Support Specialist – Sample Job Description
The Support Specialist will serve as an on-site technology presence for all of our client’s campuses, including Cherry Hill, Toms River, Somerset, West Hartford, and White Plains, as well as the corporate office. This role involves providing comprehensive support to students, faculty, and staff to ensure seamless operation of all technology services, including Audio/Video/Conference systems, printers, copiers, and standard laptops and software. Success in this role hinges on delivering proactive IT support with a customer-first approach, managing support tickets effectively, and maintaining the reliability of IT systems and services. The ideal candidate will demonstrate enthusiasm for technology, a commitment to learning, and the ability to maintain composure under pressure.
What You’ll Do:
- The Support Specialist will provide personalized, high-quality support via phone, email, or in person to meet the diverse needs of students and staff.
- Monitor and address student satisfaction, coordinating solutions and escalations with a focus on positivity and professionalism.
- Stay current with technology relevant to our client and uphold organizational policies and procedures.
- Document all interactions with students and staff for reporting purposes.
- Meet established internal and external service levels.
- Travel to client campuses to provide in-person support as needed.
- Maintain availability to provide support during shifts between 8:30 am and 9:30 pm on weekdays and weekends as part of an on-call rotation.
Minimum Qualifications:
- Strong communication and presentation skills with a passion for education and exceptional customer service.
- Experience in technical support including system repair, software installation/troubleshooting, and printer support.
- Proficiency in Learning Management Systems (LMS), preferably Canvas by Instructure.
- Exceptional multitasking abilities and a capacity to thrive in a fast-paced, dynamic environment.
- Proficiency with technology tools such as Office 365, web browsers, email applications, and Microsoft Windows.
- Ability to understand user needs and translate them into practical solutions.
- Strong prioritization skills and ability to manage competing demands effectively.
- Willingness to travel between client campuses in NJ, CT, and the corporate office in White Plains, NY.
Full-Time Employee Benefits:
- Educational Assistance for job-related skill improvement.
- Competitive Compensation Package.
- Comprehensive Medical, Dental, and Vision Plans.
- Disability, Life Insurance, and other Voluntary Plans.
- 401(k) Retirement Plan with Company Match.
- Paid Holidays and Paid Time Off.
- Ongoing Training Support and Resources.
About Us:
Our client is dedicated to providing excellence in education. Their mission is to deliver quality distance and on-site education, realistic laboratory experiences, and hands-on training in industry-appropriate facilities. They empower students to develop professional skills, exhibit exemplary personal behaviors, and demonstrate the reliability needed to succeed in entry-level employment.
www.excelonassociates.com
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Excelon does not discriminate on the basis of race, religion, sex, gender, sexual orientation, national origin, marital or veteran status, disability, age, or any other characteristic protected by law.
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