The Senior Support Specialist plays a key role in keeping campus technology running at its best. This role will provide advanced technical support and endpoint management for faculty, staff, and students—ensuring computers, printers, and related devices are secure, efficient, and reliable. They will collaborate with IT peers, handle Tier 1 escalations, and help maintain exceptional service standards across campus.
Provide advanced endpoint management and technical support to the Samford community for issues unresolved by Tier 1 support.
Administer and maintain endpoint management solutions, including Intune, Jamf, Delinea, KACE, and related tools.
Provide backup support to team members for classroom technology issues.
Support and act as vendor liaison for campus contract printing services (hardware and software).
Provide in-office support for issues not resolved remotely, such as printer problems or software installations.
Provide occasional in-person or phone assistance for walk-in customers.
Resolve complex technical issues escalated from Service Desk Technical Analysts.
Record and track support activities accurately within the ticketing system.
Assist with research, testing, and development of IT projects and initiatives as assigned.
Stay current with emerging technologies and trends in higher education IT environments.
Pursue ongoing professional development to enhance technical and service skills.
Perform additional duties as assigned.
An Associate’s degree or equivalent college level work or equivalent combination of work experience and education, preferably in a technology-related field.
Excellent communication skills
Must be able to lift 50 pounds
Must be able to remain seated for extended periods
Bachelor’s degree
Experience in customer support in higher education
