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Job Description
ITS and Operations Support Analyst Aquinas College - 3.8 Grand Rapids, MI Job Details Full-time 20 hours ago Benefits AD&D insurance Disability insurance Health insurance Dental insurance Vision insurance Paid sick time Qualifications Desktop computer repair Operational cost reduction Knowledge management Mail stamping Network troubleshooting Mail metering Email customer support Technical support via phone Operations management Phone communication Procedural guides Team leadership Operational management Equipment installation Client inquiry handling In-person customer service Hardware maintenance Mail distribution Equipment malfunction troubleshooting Mid-level Printer (troubleshooting support) Software installation Hiring Schedule management Help files Internal employee customer service Technology management Continuous improvement Desktop (troubleshooting support) HDI Certification Full Job Description Are you a tech-savvy problem solver who loves helping people and enjoys a dynamic, multi-faceted workday? Aquinas College is seeking a Technology Support & Operations Specialist to join our team. This is not your typical desk-bound IT role. In this unique position, you will serve as the heartbeat of our campus community—blending exceptional, empathetic frontline technical support with the vital administrative management of our campus mail operations. If you thrive in a collaborative environment where you can solve complex technical challenges in the morning, mentor student workers in the afternoon, and make a tangible impact on campus life every single day, we want to hear from you!
Key Responsibilities Frontline IT Support & Incident Management First-Point Resolution:
Serve as the welcoming face and voice of IT support, fielding inquiries by phone, email, and in person with empathy, patience, and technical expertise.
Incident Lifecycle:
Utilize best practices in request, incident, and problem management to efficiently categorize, troubleshoot, and resolve hardware, software, and connectivity issues.
Environment Optimization:
Support, set up, configure, and troubleshoot the college desktop computing environment across offices and classrooms,
Knowledge & Documentation:
Actively contribute to and maintain the internal IT knowledge base, producing clear operational guides to empower user self-service and improve team efficiency.
Cross-Functional Collaboration:
Partner closely with broader IT teams—including Infrastructure and Application Services—to ensure a cohesive, world-class support experience.
Mailroom Operations & Team Leadership Comprehensive Mail Handling:
Oversee students who process all incoming and outgoing mail, including sorting, pick-up, delivery, bulk mailings, international mail, and pre-sorted services, while ensuring strict compliance with postal regulations.
Student Leadership:
Hire, schedule, train, and supervise a reliable team of student workers to handle daily operations smoothly and professionally.
Equipment & Financial Integrity:
Maintain the operational integrity of all postage equipment, troubleshoot vendor issues, and accurately collect, record, and deposit postage monies.
Continuous Process Improvement Innovation:
Regularly assess, refine, and improve both Helpdesk and Mailroom workflows to reduce costs, boost operational efficiency, and elevate user satisfaction.
Adaptability:
Perform other strategic duties as assigned to support the changing needs of the department and campus community. Candidate Qualifications Education & Experience An Associate's degree (or equivalent from a two-year college or technical school) is preferred or an equivalent combination of education and hands-on experience will gladly be considered. Professional certifications (e.g., CompTIA A+, Network+, Help Desk Institute, or similar) are highly preferred.
Technical & Core Competencies Foundational IT Knowledge:
A strong general knowledge of technology systems, including proven experience with PC installation, printer support, and hardware/software troubleshooting.
Customer Service Excellence:
Demonstrate a commitment to empathetic, user-first customer service through clear, responsive, and professional communication.
Multitasking & Physical Stamina:
The ability to seamlessly pivot between technical troubleshooting and administrative tasks, including the physical stamina required for mailroom operations and IT equipment handling.
Accommodations:
Must be able to perform the essential functions of the job with or without reasonable accommodations. Aquinas College, an inclusive educational community rooted in the Catholic and Dominican traditions, provides a liberal arts education with a global perspective, emphasizes career preparation focused on leadership and service to others, and fosters a commitment to lifelong learning dedicated to the pursuit of truth and the common good. Aquinas College is recognized as the exceptional Catholic liberal arts college that prepares individuals for careers of leadership and service in developing a sustainable and just global community. Aquinas College is recognized by its values: Faith, Service, Learning and Community. Aquinas College prides itself as a leader in sustainability, and this requires the participation of every member of the college community. In this regard, employees and their supervisors are expected to engage in the process of "appreciative inquiry" to identify ways that each position can advance sustainability in the employment experience. In the performance of their respective tasks and duties, all employees are expected to conform to the
Aquinas College Service Statement:
The College serves our community with excellence and respect through an institutional commitment to quality, accountability, cooperation, professionalism and responsiveness . -
Equal Employment Opportunity Statement :
Aquinas College is an equal opportunity employer and an inclusive educational community rooted in the Catholic Dominican tradition. Aquinas College provides a liberal arts education with a global perspective, emphasizes career preparation focused on leadership and service to others, and fosters a commitment to lifelong learning dedicated to the pursuit of truth and the common good.
Aquinas College values:
Faith, Learning, Service and Community. Aquinas College offers an excellent benefits package that includes affordable medical, dental, and vision plans, generous paid vacation each year, paid sick time and short-term disability, and college-paid life and AD&D insurance. Additionally, Aquinas employees and their dependents are eligible for free tuition at Aquinas after one year of full-time employment.
