Technical Support Specialist

University of Mary | Bismark, ND

At our partner institution, the University of Mary, 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.

This individual will 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.

Responsibilities

• Software installation and upgrades, troubleshooting, image creation and deployment, and patch maintenance.
• Maintaining and developing documentation relative to hardware and software inventory.
• Working with users to analyze, troubleshoot, and repair computer hardware and software.
• Assisting clients using supported hardware, software, and peripherals.
• Assisting clients using supported audio-visual equipment, e.g., projectors and conferencing equipment.
• Assisting the infrastructure team with network-related projects and maintenance.
• Providing support for printer and copier-related issues.
• Attending and actively participating in regular team meetings.
• Reviewing, inputting, and updating service tickets from the centralized ticketing system.
• Supervising assigned student workers and assisting them in completing tasks as required.
• Keep abreast of industry technologies to enhance technical skills.
• Provide feedback and make recommendations for implementing technologies that can be effectively applied.
• Maintaining a professional attitude and always providing 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.
• 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 10, Microsoft Office, Hardware, and Software troubleshooting techniques.
• Broad knowledge of troubleshooting procedures and good analytical skills.
• Proficient in all skills, policies, procedures, and protocols required to complete assigned tasks.
• Excellent communication skills, a strong customer service background, and appropriate people etiquette.
• Self-motivated and directed.
• 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.