Systems Administrator / Help Desk Specialist

SYSTEMS ADMINISTRATOR / HELP DESK SPECIALIST

Position Number:

1.3.4.4

Date:

05/21/2026

Position Title:

Systems Administrator /

Help Desk Specialist Department:

Computer Services Division:

Business and Finance Number of hours per week for which this position is budgeted: 40 Number of months per year for which this position is budgeted: 12 Reports to:

Director of Computer Services FLSA Status:

Non-Exempt

POSITION SUMMARY

The Systems Administrator / Help Desk Specialist provides first- and second-level technical support to faculty, staff, and students while also supporting the reliability and security of core IT systems. This role emphasizes customer service-focused technology support, end-user education, workstation and peripheral support, account administration, endpoint management, and day-to-day administration of campus systems and services in support of the mission of Hannibal-LaGrange University. Employee must possess a vibrant, personal Christian faith including a clear testimony of Christian conversion and be actively involved in an evangelical, preferably Southern Baptist, church.

DUTIES AND RESPONSIBILITIES

Provide front-line technical support via phone, email, ticketing system, and in person; prioritize, track, and resolve requests in accordance with service expectations. • Troubleshoot and resolve hardware, software, printing, account, and connectivity issues; escalate complex issues as needed and communicate status and next steps to end users. • Install, configure, and maintain desktops, laptops, printers, and peripherals; deploy and support standard images and approved software. Support classroom and campus audio/visual technology, including in-class assistance and coordination of equipment setup for events as needed. Document service requests and solutions; maintain and contribute to shared knowledge base articles, procedures, and system documentation. Administer user accounts and access (e.g., directory services, email, MFA, and application permissions); provision, modify, and deprovision accounts in accordance with policy. • Assist with administration of servers and core services (on-premises and/or cloud) including routine maintenance, patching, and basic performance monitoring. Support backups and recovery processes by checking job status, investigating failures, and assisting with restore requests as directed. Support endpoint management tasks (e.g., OS updates, antivirus/EDR, encryption, software deployment, and device compliance) to help ensure secure and consistent configurations. Assist with basic network administration and troubleshooting (switches, wireless, DHCP/DNS, VPN) and coordinate with vendors or senior IT staff for advanced issues. • Assist with inventory tracking, purchasing research, asset lifecycle activities, campus events, and other IT support tasks as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Working knowledge of Windows operating systems and common productivity software; ability to support both Windows and macOS endpoints as applicable. Working understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi, VPN) in a managed campus environment. Strong troubleshooting and customer service skills with the ability to communicate clearly with non-technical users; consistent attention to documentation and follow-through. • Ability to manage multiple tasks, work independently, and collaborate effectively with others; demonstrated ownership of issues through resolution. Experience or familiarity with directory and identity management (e.g., Active Directory and/or Microsoft 365 administration) including account provisioning and group/permission management. Familiarity with endpoint management and deployment tools (e.g., imaging, MDM, software deployment, patch management) and basic hardware lifecycle processes. Awareness of security best practices (least privilege, MFA, phishing awareness, vulnerability/patch hygiene) and ability to follow IT policies and compliance requirements. • Basic scripting/automation skills (e.g., PowerShell) and ability to learn new systems quickly are a plus. Ability to lift and carry equipment up to 25 pounds and work under desks or in confined spaces. Commitment to the mission and values of Hannibal-LaGrange University.

EDUCATION, EXPERIENCE, AND TRAINING

Bachelor's degree in a computer-related field preferred; relevant certifications or equivalent experience may be considered. Two (2) or more years of experience in end-user support/help desk, with demonstrated exposure to systems administration tasks (account management, patching, backups, server or cloud administration). Equivalent combinations of education, training, and experience may be considered.