Technical Support Specialist | Texas Wesleyan University | Fort Worth, TX At our partner institution at Texas Wesleyan University
The Technical Support Specialist will handle incoming queries/help requests from students, faculty, staff and administration. The position reports to the User Services Manager. The position requires working closely with other IT department personnel to aid on tasks that are outside the scope of their knowledge or expertise. The Technical Support Specialist is responsible for providing support services to all users to gain full benefit from the institution's investment in information technology and services. Support services include Network, Media, Help Desk, Training, Desktop, System Support, and software inventory management. Ability to create detailed notes of the problem the client(s) is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests. The qualified person will assist with the day-to-day operation of the institution's computer desktop, laptops, printers and other network peripherals. This position is located in Fort Worth Texas.
Hours of of operation are Monday - Friday, 5:00 AM -5:00 PM. Hours may vary.
Responsibilities: - Provide desktop and audio-visual technical support with strong customer service skills
- Receive, respond and resolve Help Desk tickets
- Support Help Desk, Desktop Technology, and Lab/Classroom Technology functional areas
- Follow best practices to ensure end user data is protected and recoverable
- Understand multiple versions of the Windows and Macintosh operating systems, including software and OS installation technologies.
- Assist with image maintenance, deployment and inventory through SCCM
- Help customers use both hardware and software products effectively
- In collaboration with the Infrastructure team, troubleshoot and resolve basic network and Wi-Fi Issues.
- Complete, maintain, and process pertinent paperwork, records and documentation
- Maintains historical records by documenting hardware and software changes and revisions.
- Maintains client confidence and protects operations by keeping information confidential.
- Assist with rollout of new PCs, laptops, media, network equipment, etc... in accordance with applicable replacement schedules and associated licensing
Requirements: - Associates degree in Computer Science, Information Technologies or related field, or an equivalent combination of experience, education, and training
- Prior experience in customer support services role
- Display strong end user orientation and customer support service skills
- Strong understanding of technical troubleshooting methodology
- Demonstrated experience working with a team to achieve goals
- Excellent oral, written and interpersonal communication skills
- Ability to work a flexible schedule as needed
- Demonstrated experience troubleshooting MAC devices and Windows PCs
- Must be able to lift 50 lbs. as needed to move equipment across the campus environment
- Must be able to sit for long periods at a time and or stand for long periods at a time
- Must be able to crawl under desk for any technology need
- Adhere to Dynamic Campus Core Values
Preferred Qualifications: - Demonstrated experience troubleshooting audio-visual equipment
- Experience with Microsoft Systems Management Systems a plus
- Experience with Help Desk ticketing systems and customer service workflow
Dynamic Campus Core Values:
Be a Servant Leader
Be a Team Player
Be Accountable
Act with the highest integrity
Provide excellent customer service
Find solutions not problems
