IT Systems Support Specialist

SUMMARY:

The IT Systems Support Specialist is a hybrid technical role that combines advanced end-user support with entry-level systems administration responsibilities. This position serves as a key escalation point for Technology Support while also assisting with the administration, maintenance, and improvement of core IT systems and infrastructure.

The role is designed for an experienced support professional who is ready to expand into systems administration, infrastructure support, and operational IT work while maintaining a strong focus on customer service, reliability, and continuous improvement.

CLASSIFICATION: Full-time, Hourly

REPORTS TO: Associate Director of Network Operations & Technology Support

DEPT: IT, Technology Support

LOCATION: Grand Rapids, MI. Onsite

SALARY: $21.00/hour

Core Responsibilities

Advanced Technical Support (Tier 2)

• Resolve escalated incidents and service requests related to hardware, operating systems, software, network connectivity, and peripherals

• Serve as an escalation point and technical mentor for Technology Support student technicians

• Provide advanced troubleshooting for Windows endpoints, printers, classroom technology, and lab systems

• Ensure timely incident resolution while maintaining a high-quality customer experience

• Staff the Technology Support Center (Helpdesk) as needed during peak times or scheduled shifts

Entry-Level Systems Administration

• Assist with the administration and maintenance of server and infrastructure systems under the direction of senior IT staff

• Support user account provisioning, access management, and group memberships using Active Directory/Entra ID

• Perform periodic access reviews and cleanup of inactive accounts

• Perform routine system maintenance tasks, updates, and checks following documented procedures

• Assist with endpoint imaging, deployment, and lifecycle management

• Assist with endpoint management using Microsoft Intune, including device enrollment, application deployment, compliance monitoring and troubleshooting endpoint configuration and policy issues

Classroom, Lab & Shared Technology

• Maintain and support classroom technology to ensure consistent instructional readiness

• Maintain computer labs and shared systems, including hardware, software, and peripheral devices

• Coordinate with academic and administrative departments to address recurring technology issues

• Assist with the support, maintenance, and operation of digital signage systems across the Cornerstone University campus

REQUIRED KNOWLEDGE, SKILLS and ABILITIES:

• Bachelor’s Degree or 1 year related experience

• A+, Network +, Microsoft 365 Fundamentals (MS-900), Microsoft Endpoint Administrator Associate (MD-102) or equivalent

• Foundational understanding of systems administration concepts such as user account management, permissions, group-based access, and basic server or service operations.

• Working understanding of networking fundamentals including DNS, DHCP, TCP/IP, with experience supporting and troubleshooting common network connectivity issues

• Requires advanced knowledge of PC/laptop hardware and intermediate to advanced MS Office skills.

• Excellent organizational, communications, and interpersonal skills

• Ability to function in a fast-paced, multi-tasking role within a team environment

• Ability to prioritize tasks effectively to ensure all assigned responsibilities are completed

ESSENTIAL QUALIFICATIONS:

• A personal relationship with Jesus Christ and an active Christian commitment.

• A theology that supports the values and mission of Cornerstone University core commitments evidenced by an ability to affirm and sign the university’s doctrinal statement, “The Cornerstone Confession.”

• Four other foundational pillars, along with the university’s mission and confession, form Cornerstone’s Core Commitments.

  • The Cornerstone Christian World View
  • The Cornerstone Academic Vision
  • The Cornerstone Beautiful Christian Community
  • The Marriage and Human Sexuality Position Statement

These core commitments convey who we are, what we believe and how we live and work together in community. Employees are expected to faithfully attend an evangelical and biblical church whose core beliefs and practices are consistent with Cornerstone’s confession and core commitments.