Systems Support Specialist

Job Details: Salary Range: Undisclosed, Wiley University is seeking a Systems Support Specialist that will play a key role in enhancing end-user understanding and adoption of core systems at Wiley University. This position is responsible for learning and mastering platforms such as Jenzabar, Microsoft 365, and various campus applications in order to provide effective training, technical support, and departmental backup as needed.

This individual must be highly adaptable, self-driven, and skilled at communicating technical concepts in a clear and accessible way.

Key Responsibilities

• Develop proficiency in enterprise platforms (e.g., Jenzabar, Microsoft 365, Teams, OneDrive, SharePoint).
• Design and deliver individual or group training sessions for faculty, staff, and administrators.
• Create user guides, FAQs, video tutorials, and documentation to support ongoing learning.
• Serve as temporary support staff in various departments during leaves, absences, or staffing gaps.
• Provide Tier 1–2 IT support to end users, escalating complex issues when necessary.
• Assist with onboarding and offboarding processes, including technology orientation for new hires.
• Collaborate with IT and department heads to assess training needs and tailor learning experiences accordingly.
• Participate in testing and rollout of new systems or updates; gather user feedback for continuous improvement.

Qualifications

Minimum Qualifications:

• Associate degree in Information Technology, Education, Communications, or related field (Bachelor’s preferred).
• 2+ years of experience in user support, training, or IT helpdesk.
• Strong knowledge of Microsoft 365 ecosystem.
• Experience with administrative systems such as Jenzabar or similar ERP platforms is a plus.
• Excellent communication, interpersonal, and teaching skills.
• Ability to adapt to changing technology and organizational needs. Preferred Attributes:
• Patience and clarity in instruction across different skill levels.
• Customer-service mindset with a proactive approach to problem-solving.
• Familiarity with higher education operations and culture.