Technology Support Specialist I – Tier 1 IT Help Desk

About the role

The Technology Support Specialist I provides Tier 1, first‑level assistance to faculty, staff and students across the CCSNH system. Based at White Mountains Community College, the role combines on‑site and remote support, handling tickets, software installations, hardware setup and basic troubleshooting.

Key responsibilities

• Deliver first‑level user support via phone, email, chat, in‑person or ticketing system.
• Create, update and close tickets, ensuring accurate documentation.
• Install, configure and update software according to policy.
• Perform on‑site and remote troubleshooting of common software, hardware and peripheral issues.
• Diagnose problems using predefined scripts and report suspicious activity.
• Set up desktops, laptops, monitors, printers, keyboards, mice and occasional mobile devices.
• Produce “How‑To” documentation for self‑service.
• Maintain IT inventory records and adhere to security protocols.
• Collaborate with CCSNH IT staff and support IT project rollouts.

Required profile

• Associate’s degree from an accredited college or technical school (or equivalent work experience).
• No prior experience required; each year of relevant experience may substitute for one year of education.
• Strong problem‑solving mindset and knowledge of current computer hardware and software.
• Effective oral and written communication skills.
• Professional appearance and ability to work well with campus personnel.

Required skills

• Ticketing system usage
• Software installation and configuration
• Hardware setup and peripheral troubleshooting
• Desktop and laptop troubleshooting
• Printer and Wi‑Fi connectivity troubleshooting