Information Technology Support Specialist

Bridgewater College is seeking a friendly, service-oriented IT Support Specialist to be the first point of contact for technology support across campus. This role combines hands-on technical troubleshooting with customer service and administrative support, helping students, faculty, staff, and visitors get the technology they need to work, learn, and stay connected.

If you're someone who enjoys solving problems, helping people, and learning new technology, this could be a great opportunity to grow your IT career in a supportive college environment.

WHAT YOU’LL DO:

Frontline Technical Support & Operations

• Serve as the first point of contact for campus IT support via phone, walk-up service, and email.
• Serve as the first line of defense for all password resets, account unlocks, multi-factor authentication (MFA) troubleshooting, and user access issues.
• Diagnose and resolve common technical issues involving campus Wi-Fi, email access, printing services, and standard office software.  

Account Administration & User Onboarding/Offboarding

• Create and provision end-user network accounts, credentials, and email addresses for incoming faculty, staff, students, and student proxies in accordance with institutional access policies.
• Facilitate identity management workflows for onboarding new hires and enrolled students, ensuring timely access to campus systems on day one.
• Execute offboarding procedures by updating permissions, disabling accounts, and archiving access for departing personnel and non-returning students.

Ticket Management & Queue Triage

• Triage, categorize, and prioritize incoming IT support tickets in the ticketing system.
• Monitor ticket queues to ensure inquiries are assigned and addressed in a timely manner according to established Service Level Agreements (SLAs).
• Escalate complex technical issues to Tier 2/Tier 3 support groups or with detailed information about the support need.

 Campus ID Card Processing

• Process, print, and issue physical campus ID cards for new and returning students, faculty, staff, and vendors.
• Troubleshoot ID card access control issues, photo uploads, and magnetic stripe/chip read errors.
• Maintain accurate records of card inventory, issuance fees, and hardware maintenance.

Department Operational Support

• Provide on-site and logistical IT support for key campus events, including Fall/Spring Student Move-In, New Student Orientation, Commencement, and Board meetings.
• Coordinate hardware hand-offs and temporary equipment loans for students and staff.

WHAT YOU BRING:

• High school diploma or GED required
• 1+ years of experience in customer service, help desk, or IT support environment required
• Excellent time management skills with the ability to appropriately prioritize multiple tasks required
• Effective interpersonal, collegial, verbal, and written skills essential; service commitment essential; ability to work well both independently and as part of a team; comfort with details and change required
• Demonstrated ability to manage people and processes in a fast-paced environment with the highest regard for customer service and end-user technology support required 
• Ability to communicate effectively with people of varying levels of computer literacy required
• Proficient in MS Office suite, mobile devices, Windows as well as Mac OSX to provide support to faculty/staff and students required
• The optimal candidate will be self-motivated with a strong work ethic. Strong teamwork, problem-solving, interpersonal, and communication skills are essential. 
• Experience in higher education is highly desired.

WHAT WE OFFER:

• Competitive pay
• Comprehensive benefits package to include medical, dental, vision, life, and disability plans and 403(b) retirement program
• 20 days of paid time off, in addition to 14 paid holidays
• Full tuition benefits for eligible dependents
• Access to BC Wellness Center

GENERAL INFORMATION:  Bridgewater College was founded in 1880 as a coeducational liberal arts college to serve the local community. Located in the scenic Shenandoah Valley, just minutes outside of Harrisonburg and within driving distance of Charlottesville, Washington D.C., and Richmond, Bridgewater is home to a total student body of approximately 1,450 from 27 states and 19 countries. Bridgewater students study more than 60 majors and minors, in addition to four graduate programs and 10 pre-professional programs. Bridgewater College is an NCAA DIII school with approximately 40 percent of its students participating in intercollegiate athletics on 26 teams. To learn more about Bridgewater College, visit: bridgewater.edu    

APPLY: Complete the online application.

DEADLINE: Review of applications will begin immediately and will continue until the position is filled.

FOR ADDITIONAL INFORMATION: Email humanresources@bridgewater.edu

COMMITMENT TO EQUAL OPPORTUNITY: Bridgewater College, an equal opportunity provider and employer, is a welcoming and vibrant workplace. All qualified applicants will receive consideration for employment without regard to race, color, national or ethnic origin, sex, marital status, disability, religion, age, veteran status, political affiliation, or any other characteristic protected by law.Non-Discrimination Notice: https://www.bridgewater.edu/legal/non-discrimination-notice/

ANNUAL SECURITY REPORT AND ANNUAL FIRE SAFETY REPORT: The Bridgewater College Annual Security Report and Annual Fire Safety Report summarizes policies on campus security and personal safety, crime prevention, fire safety, and crime reporting, and includes crime and fire statistics for the past three years:https: //bridgewater.app.box.com/s/4ma6tlh30y8cat9un192ugo3dm6n29y9

To request a printed copy, please call 540-828-5761

E-VERIFY AND RIGHT TO WORK:

https://bridgewater.box.com/s/479yflkelh9xjxi32ekzbre2wer5fsmz 

https://bridgewater.box.com/s/zqyfln3uwpfebahz4drdc37afh4du3im

Bridgewater College has partnered with the U.S. Department of Agriculture to obtain resources to enhance the College’s facilities, including the recent addition to and renovation of the College’s primary athletic facility.  The College is posting the following Notice as required by federal law for organizations which benefit from the USDA’s funding program:

NOTICE

If you wish to file a Civil Rights program complaint of discrimination, complete the USDA Program Discrimination Complaint Form, found online at http://www.ascr.usda.gov/complaint_filing_cust.html, or at any USDA office, or call (866) 632-9992 to request the form.  You may also write a letter containing all of the information requested in the form.  Send your completed complaint form or letter to us by mail at U.S. Department of Agriculture, Director, Office of Adjudication, 1400 Independence Avenue, S.W., Washington, D.C. 20250-9410, by fax at (202) 690-7442, or email at program.intake@usda.gov.