Technical Support Specialist

Fort Worth, Texas

1 day ago

Job Description

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

Numbers & Facts

Location	Fort Worth, Texas
Website	https://dynamiccampus.com/careers.html

Skills

Apple Macsunmatched
Audiovisualunmatched
Best Practicesunmatched
Communication Skillsunmatched
Computer Scienceunmatched
Customer Service Managementunmatched
Customer Support/Serviceunmatched
Customer/Client Researchunmatched
Desktop PCunmatched
Develop and Maintain Customersunmatched
Documentationunmatched
Help Deskunmatched
Identify Issuesunmatched
Information Technology & Information Systemsunmatched
Interpersonal Skillsunmatched
Inventory Managementunmatched
Laptop PCunmatched
Licensingunmatched
Lift/Move 50 Poundsunmatched
Mac Operating Systemunmatched
Microsoft Product Familyunmatched
Microsoft Windows Operating Systemunmatched
Network Supportunmatched
Network System Hardwareunmatched
Peripheral Hardwareunmatched
Printersunmatched
Problem Solving Skillsunmatched
Record Keepingunmatched
Servant leadershipunmatched
Software Installationunmatched
System Center Configuration Manager (SCCM)unmatched
Systems Administration/Managementunmatched
Team Playerunmatched
Technical Supportunmatched
Wi-Fiunmatched
Writing Skillsunmatched

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