Hardware Support Specialist

Job Description Summary The Hardware Support Specialist provides frontline and Tier 2 technical support for university-owned computing devices and instructional technology in support of academic, administrative, and student success initiatives. This role is responsible for deploying, maintaining, and troubleshooting endpoint hardware; supporting faculty, staff, and students through desk-side and remote assistance; and ensuring accurate lifecycle management of institutional technology assets. Working within a higher education environment, the Hardware Support Specialist collaborates with internal IT teams, academic units, and service providers to deliver reliable, secure, and standardized technology services that support teaching, learning, research, and business operations. Job Description Duties and

RESPONSIBILITIES

Note:

The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them form the position if the work is similar or related or a logical assignment to the position. Management may require incumbents to perform duties other than those contained in this document. Provide professional, customer-focused technical support to faculty, staff, and students in classrooms, offices, labs, and remote environments. Diagnose, troubleshoot, and resolve hardware and endpoint-related issues involving desktops, laptops, docking stations, monitors, printers, and peripheral devices. Install, configure, image, deploy, replace, and decommission university-owned computing devices in accordance with institutional standards and service-level agreements (SLAs). Support instructional and academic technology by assisting with classroom computers, presentation equipment, and videoconferencing systems, as assigned. Utilize endpoint management platforms to support device configuration, software deployment, patching, and compliance with university policies. Assist with device enrollment, configuration profiles, compliance policies, and application deployment/troubleshooting using Microsoft Intune or equivalent tools. Create, manage, and update incident and service request tickets, ensuring timely resolution, clear communication, and appropriate escalation. Maintain accurate technology asset records, including inventory, device assignments, warranty status, and lifecycle tracking. Provide Tier 2 escalation support to Help Desk staff and collaborate with infrastructure, security, and academic technology teams to resolve complex or recurring issues. Support remote and distributed campus locations by coordinating remote troubleshooting, equipment shipping, vendor repairs, and warranty services. Develop and maintain technical documentation, standard operating procedures, and user-facing guides tailored to a higher education audience. Identify recurring issues and contribute to continuous improvement initiatives through documentation, knowledge sharing, and process recommendations. Comply with institutional policies related to data security, privacy (e.g., FERPA), accessibility, and acceptable use.

REQUIRED SKILLS, KNOWLEDGE, & QUALIFICATIONS

High school diploma or equivalent. One (1) to three (3) years of experience providing IT support in a help desk, desktop support, or similar technical role, preferably in a higher education or similarly complex environment. Demonstrated ability to troubleshoot and repair endpoint hardware and common peripherals. Working knowledge of Windows (10/11) and macOS operating systems, including installation, configuration, and basic troubleshooting. Experience using an IT service management (ITSM) or ticketing system to document work, track service requests, and meet SLAs. Strong customer service skills with the ability to communicate technical concepts clearly to faculty, staff, and students with varying levels of technical proficiency. Ability to manage multiple priorities in a fast-paced, service-oriented environment while maintaining attention to detail. Working knowledge of Microsoft 365 applications (Outlook, Teams, Word, Excel) in an enterprise or academic setting. Basic understanding of networking concepts (e.g., Wi‑Fi connectivity, IP addressing, DNS) sufficient for endpoint troubleshooting. Ability to follow established procedures, maintain accurate records, and adhere to institutional security, privacy, and accessibility standards.

PREFERRED QUALIFICATIONS

Associate degree or higher in computer science, information systems, educational technology, or a related field. CompTIA A+, ITF+, or other relevant desktop/endpoint support certifications. Experience supporting managed devices using Microsoft Intune, including device enrollment, configuration profiles, compliance policies, and application deployment. Familiarity with endpoint management and deployment tools such as Intune, MECM/SCCM, Ivanti, or similar platforms. Experience supporting instructional technology, classroom computing, or videoconferencing systems in a higher education environment. Familiarity with Active Directory concepts related to endpoint and user support (as appropriate to role). Experience supporting mobile devices (iOS and Android) in an enterprise or academic setting. Exposure to basic scripting, automation, or imaging/task sequences to improve deployment and support efficiency.

ENVIRONMENT

The work environment characteristics described here are a representation of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The term "qualified individual with a disability" means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of this position. While performing the duties of this job, the employee is regularly required to communicate professionally in person, over the telephone, through email and other electronic means, move about the office and University, handle various type of media and equipment, and visually or otherwise identify, observe and assess. The employee is occasionally required to lift to 10 pounds unless otherwise specified in the job description. Why Work at Saint Leo? What it's Like to

Work Here:

Ask our employees and the one word they'd use to describe working at Saint Leo University is "Community." Our team members all share the Saint Leo core values, positive attitudes, and problem-solving abilities, enabling them to provide excellent student centered service. Our mission is educating and preparing students for life and leadership in a challenging world. Thank you for your interest in joining the Saint Leo PRIDE! We are committed to providing our employees with the support they need. At Saint Leo, we offer an array of medical, dental, and vision packages as well as several add-on perks to make your benefits package truly customizable to you and your family needs. Available benefits based on employment status (Full Time vs Part Time). FREE Tuition

• Employee, Spouse, and Dependents
• Tuition Exchange Opportunity
• Dependent of Employees
• Generous Paid Leave
• Sick, Vacation, and Holidays Comprehensive Group Health Plan (Medical, Dental, and Vision) Group Medical Plan includes Teledoc, Surgery Plus, Wellness Incentive Program and more!

100% Employer-Funded Health Reimbursement Account 100% Employer-Paid Short Term Disability Insurance 100% Employer-Funded Employee Assistance Program (healthcare and dependent options) Employer-provided life insurance Discounted On-Campus Dining Meal Plans Nationwide Pet Insurance Flexible Spending Accounts 403b Retirement Plan Wellness Center

• Eligibility based on meeting required service period 2025 ICUBA Benefits Guide_St Leo Top Workplace Each year from 2012 to 2016, Saint Leo University was named one of Tampa Bay's Top Workplaces by the Tampa Bay Times.

The Top Workplaces in Tampa Bay program was created by the Tampa Bay Times and WorkplaceDynamics. The companies in this survey were ranked based on leadership, compensation and training, workplace flexibility, and diversity. One of the Top-Ranked Universities in Florida One of the top-ranked universities in Florida, Saint Leo is a Catholic, liberal arts school serving learners of all faiths. We are traditional, but we are cutting edge Established in 1889 by the Order of Saint Benedict of Florida, the university seeks balanced growth in mind, body and spirit for all members of our community. Saint Leo has grown from a peaceful campus in the rolling hills of Central Florida to an institution of international consequence—ranked one of the best regional universities in the South by U.S. News & World Report Our Tampa-area campus remains committed as ever to student-centered liberal arts education, and is strengthened by the global reach of our regionally accredited online programs and Education Centers in seven states across the U.S., including on many military bases. We are Catholic, but we are for everyone Our determination to make higher education more accessible to all has made Saint Leo a world leader in redefining the 21st century university. Saint Leo now serves more than 16,000 students from 49 states and 86 countries—ranking us among the five largest Catholic higher education institutions in the United States. Saint Leo is also one of the nation's 10 leading providers of higher education to the U.S. military. While we are proudly Catholic, we teach students not because they are Catholic, but because we are Catholic. And our faith compels us to imagine and contribute to a more socially just society. Non-Discrimination EEO Statement Saint Leo University has a strong commitment to principles of equal employment opportunity and equal access to education. Saint Leo University does not discriminate on the basis of age, color, disability, ethic origin, genetic information, sex, gender, national origin, race, religion, or veteran status, or any other category protected by federal, state, or local law in its educational programs, admissions policies, financial aid, employment, or other school administered programs. The policy is enforced by Saint Leo University and by applicable laws such as Title IX of the Education Amendments of 1972, Title VII and Title IX of the Civil Rights Act of 1964, Section 504 of the Rehabilitation Act of 1973, Americans with Disabilities Act, Age Discrimination Act of 1975, and Florida Civil Rights Act of 1992.

The Title IX Office Office Location:

Benedictine Hall 3rd

Floor Email Address:

titleixcoordinator@saintleo.edu

Telephone Number:

(352) 588-8993

Mailing Address:

Saint Leo University ATTN:

Title IX Office 33701 C.R. 52, Saint Leo, FL 33574 The Director of Accessibility Services and the Section 504 Coordinator, Michael Bailey, may be contacted at michael.bailey02@saintleo.edu.

Note:

Questions regarding job application status can be sent to hr@saintleo.edu. The above contacts are listed specifically for Title IX and/or Accessibility concerns only. The University has developed the 'Title IX Sexual Harassment Grievance Policy' to address any Title IX related allegations of sexual harassment. The policy can be found on the University website. A written/hard-copy version of the policy is available upon request from the Title IX Coordinator. Links Campus Security & Safety Employment Site