Teammate Support Specialist @ Highlandscollege

Summary of Responsibilities:

The Team Support Specialist plays a critical role in empowering Highlands College teammates to work with confidence and clarity in their technology environment. By configuring, deploying, and supporting technology tools and systems, this role ensures teammates have what they need to perform at their highest potential. The Team Support Specialist embodies a proactive, service-minded approach to technology, aligning with the College’s mission to develop the next generation of ministry leaders through excellence and innovation.

Specific Duties and Responsibilities:

• Configure, deploy, and support end-user hardware and software for Highlands College teammates.

• Provide responsive and helpful technology solutions to teammate needs through Zendesk.

• Assist with account creation, device management, and Microsoft 365 support.

• Monitor workstation health and proactively address issues before they affect the end user – including device refresh cycles.

• Serve as a liaison between teammates and the broader Technology Solutions team to ensure timely issue resolution.

• Assist with technology setup for events, training sessions, and team initiatives.

• Maintain accurate documentation of support interactions, configurations, and resolutions.

• Assist in inventory management and deployment tracking for all teammate devices.

Other Duties:

• Participate in ministry at Church of the Highlands and Highlands College by leading small groups.

• Affirm and uphold the Statement of Faith and the Core Values and DNA of the College, exemplifying all by word and lifestyle.

• Provide technical expertise to other team members and departments.

• Collaborate on cross-functional projects that enhance the technology environment college-wide.

Qualifications

Personal Characteristics:

• Enthusiastic about helping others thrive in their work.

• Self-starter with a solutions-first mindset.

• Values clarity, trust, and patience in end-user interactions.

• Adaptable to rapid change and willing to grow with evolving technology.

Essential Traits:

• Problem-solver with strong follow-through.

• Attention to detail and organization.

• Servant-leader attitude in all interactions.

Abilities & Skills:

• Strong interpersonal and communication skills.

• Ability to explain technical concepts in clear, non-technical language.

• Ability to work independently and as part of a collaborative team.

Knowledge:

• Understanding of basic IT support practices and tools.

• Familiarity with Microsoft 365, device management, and Zendesk.

• Knowledge of macOS and Windows environments preferred.

Education:

• Associate’s degree in Information Technology or related field required.

• Bachelor’s degree preferred.

Experience

• Minimum of 1–2 years in a help desk or technical support role.

• Experience in an academic or ministry environment preferred.

Extent of Public Contact:

• Medium – Interacts with teammates, students, and partner organizations.

Physical Demands:

• Ability to lift 50 lbs. without assistance.

• Ability to stand for long durations and move across campus sites.

Direct Reports:

• This position is not a team lead for any Highlands College teammates.

 Serve on the front lines of the Technology Help Desk, responding to technical issues with urgency, clarity, and care to minimize disruption to teammate workflow and student learning.  Provide support for core academic and administrative platforms, including Microsoft 365; enterprise student systems (Student Information System and Student Portal, Reach CRM, Apply, Succeed, Engage, and Portfolio); and instructional tools such as Respondus, Turnitin, and VitalSource.  Collaborate with Technology Solutions teammates to ensure proactive maintenance and support of all student-facing hardware and software.  Maintain clear and accurate records of support tickets, resolutions, and recurring trends to inform continuous improvement of student technology services.  Develop and share clear, user-friendly documentation or training resources when common student issues emerge, supporting teammate and student independence and effective technology use.  Engage teammates and students with professionalism, respect, integrity, and Christ-like character in every interaction.  Support for teammate and student devices in alignment with established device management systems, security standards, and college policies. Other Duties  Participate in ministry at Church of the Highlands and Highlands College by leading small groups.  Affirm and uphold the Statement of Faith and the Core Values and DNA of the College, exemplifying all by word and lifestyle.  Provide technical expertise to other team members and departments.  Influence outcomes by recommending improvements based on data and systems knowledge.  Collaborate on cross-functional projects that enhance the technology environment college-wide. Qualifications Personal Characteristics  Demonstrates a genuine interest in supporting students and enabling their success through proactive, solution-focused interactions.  Positive, composed, and flexible under pressure or ambiguity.  Strong sense of ownership and a desire to grow both personally and professionally.  Models a servant-hearted mindset and Christ-centered values. Essential Traits  Customer-focused  Reliable and self-motivated  Attention to detail  Teachable with a growth mindset Abilities & Skills  Clearly communicate technical processes and solutions in simple language.  Diagnose and resolve basic hardware/software problems with efficiency.  Manage multiple tasks and maintain composure in fast-paced environments.student independence and effective technology use.  Engage teammates and students with professionalism, respect, integrity, and Christ-like character in every interaction.  Support for teammate and student devices in alignment with established device management systems, security standards, and college policies. Other Duties  Participate in ministry at Church of the Highlands and Highlands College by leading small groups.  Affirm and uphold the Statement of Faith and the Core Values and DNA of the College, exemplifying all by word and lifestyle.  Provide technical expertise to other team members and departments.  Influence outcomes by recommending improvements based on data and systems knowledge.  Collaborate on cross-functional projects that enhance the technology environment college-wide. Qualifications Personal Characteristics  Demonstrates a genuine interest in supporting students and enabling their success through proactive, solution-focused interactions.  Positive, composed, and flexible under pressure or ambiguity.  Strong sense of ownership and a desire to grow both personally and professionally.  Models a servant-hearted mindset and Christ-centered values. Essential Traits  Customer-focused  Reliable and self-motivated  Attention to detail  Teachable with a growth mindset Abilities & Skills  Clearly communicate technical processes and solutions in simple language.  Diagnose and resolve basic hardware/software problems with efficiency.  Manage multiple tasks and maintain composure in fast-paced environments.  Work independently while collaborating effectively with teammates. Knowledge  Familiarity with Microsoft 365, Apple device configuration, and basic troubleshooting.  Understanding of learning management systems and digital learning tools.  Working knowledge of safe data practices and responsible handling of student information. Education  Associate’s or Bachelor’s degree in Information Technology, Computer Science, Education, or a related field required.  Equivalent professional experience may be considered in place of a degree. Experience  Prior experience with technology support or help desk preferred.  Experience working in an academic or hybrid IT environment is a plus. Extent of Public Contact:  Medium – Interacts with teammates, students, and partner organizations. Physical Demands:  Ability to lift 50 lbs. without assistance.  Ability to stand for long durations and move across campus sites. Direct Reports:  N/A Work independently while collaborating effectively with teammates. Knowledge  Familiarity with Microsoft 365, Apple device configuration, and basic troubleshooting.  Understanding of learning management systems and digital learning tools.  Working knowledge of safe data practices and responsible handling of student information. Education  Associate’s or Bachelor’s degree in Information Technology, Computer Science, Education, or a related field required.  Equivalent professional experience may be considered in place of a degree. Experience  Prior experience with technology support or help desk preferred.  Experience working in an academic or hybrid IT environment is a plus. Extent of Public Contact:  Medium – Interacts with teammates, students, and partner organizations. Physical Demands:  Ability to lift 50 lbs. without assistance.  Ability to stand for long durations and move across campus sites. Direct Reports: