Technical Support Specialist | University of Mary | Bismark, ND
The Technical Support Specialist will be service-focused and possess excellent customer service skills. S/he must provide exceptional end-user support for technology services, including network access, e-mail systems, and supported hardware and software applications. The Technical Support Specialist will provide technical computer support that ensures all systems are functional daily. Provide high-quality customer service, including effective listening and communication skills to ensure understanding of the end-user inquiries; keep current with hardware systems and applications used on campus; work on cross-functional IT projects; participate in testing system upgrades and new applications; supervise various duties performed by student workers. Administer, configure, troubleshoot, properly recycle and maintain client desktops, laptops, and audio-visual equipment. This position is on-site at the partner institution, with normal office hours from 8:00am– 5:00pm M-F, schedule may vary.
Responsibilities - Software installation and upgrades, troubleshooting, image creation and deployment, and patch maintenance.
- Maintain and develop documentation relative to hardware and software inventory.
- Work with users to analyze, troubleshoot, and repair computer hardware and software.
- Assist clients using supported hardware, software, and peripherals.
- Assist clients using supported audio-visual equipment, e.g., projectors and conferencing equipment.
- Assist the infrastructure team with network-related projects and maintenance.
- Provide support for printer and copier-related issues.
- Attend and actively participate in regular team meetings.
- Review, input, and update service tickets from the centralized ticketing system.
- Supervise assigned student workers and assist them in completing tasks as required.
- Broad knowledge of troubleshooting procedures and good analytical skills.
- Proficient in all skills, policies, procedures, and protocols required to complete assigned tasks.
- Keep abreast of industry technologies to enhance technical skills. Provide feedback and make recommendations for implementing technologies that can be effectively applied.
- Maintain a professional attitude and always provide excellent customer service, including maintaining a good work ethic and assisting team members when needed.
- Good interpersonal skills, focusing on rapport-building, listening, and questioning skills.
- Ability to absorb and retain information quickly.
- Ability to present information in a user-friendly language.
- Self-motivated and directed.
- Ability to effectively prioritize and execute tasks.
- Ability to communicate effectively orally and in writing to internal and external groups of various levels of responsibility.
- Other duties as assigned.
Requirements - Associate degree in information technology or equivalent experience.
- Knowledgeable in Windows 11, Microsoft Office, Hardware, and Software troubleshooting techniques.
- Excellent communication skills, a strong customer service background, and appropriate people etiquette are essential.
- Ability to lift, push, and pull up to 50 pounds at a time, sometimes multiple times a day (e.g., replacing/maintaining computers, monitors, etc.)
- Ability to sit and stand for long periods of time.
- Must be able to crawl under desks and tight spaces for troubleshooting equipment, cabling, and projectors.
- Adhere to Dynamic Campus Core Values.
Preferred Qualifications - Bachelor’s degree in Information Technology
- Audio/Visual experience
- Prior experience in a helpdesk environment (preferably in a Higher Ed environment)
- Networking and Telecommunications experience
- Knowledge of Active Directory, Printers and Print server and Microsoft Outlook
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
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