Help Desk Technician I
About The Position
The IT Help Desk Support Specialist I serve as the primary first point of contact for the UNT Dallas community seeking technical assistance. Under general supervision, this position is responsible for providing high-quality, customer-centric Level 1 technical support, triaging incoming incidents, resolving basic issues, and ensuring timely escalation to specialized support teams. This position may require occasional on-call duties, including being available to respond to critical incidents or emergencies outside of regular business hours.
Requirements
- Associate's degree in related field and two (2) years of work experience in computing, information systems, or related field; or any equivalent combination of education, training, and experience.
- Exceptional communication skills (written, verbal, and listening) with the ability to convey complex technical information clearly and patiently to non-technical users.
- Strong customer-centric approach and interpersonal skills, with a proven ability to manage difficult interactions and promote a positive IT department image.
- Demonstrated ability to thrive under pressure, effectively multitask, and prioritize a high volume of incidents and service requests in a fast-paced academic environment.
Nice To Haves
- Bachelor's degree in a related field (such as Information Technology, Computer Science, or Business) and two (2) years of related computing work experience; OR any equivalent combination of education, training, and experience.
- Experience working in a Customer Service or Call Center role.
- Experience working with an IT Service Management ticketing system (i.e. ServiceNow).
- Experience managing and supporting Microsoft 365 and campus technology.
- Familiar with basic printer troubleshooting (adding paper, replacing toner, clearing paper jams).
- Enterprise Remote support technology (i.e. ConnectWise, LogMeIn Rescue, TeamViewer, etc.)
Responsibilities
- Provide Tier I and Tier II customer service and technical support to end users for hardware and software
- Diagnose, research, and resolve routine end user issues in a timely manner through established protocol and troubleshooting; escalate as necessary
- Provide guidance and explain policies and procedures to end users
- Communicate and translate technical information to nontechnical end users; maintain communication and monitor incident through resolution
- Train customers on new devices and technologies
- Install software on new or existing devices, in accordance with standard procedures
- Assist in the setup of new equipment and devices
- Assist users in obtaining access to systems
- Assist users with login issues
- Utilize and maintain knowledge bases, white papers, FAQs, and vendor documentation
- Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals
- Assist with preventative maintenance within specified guidelines and procedures
- May review and evaluate new computer hardware and software products
- Assist in the tracking of hardware and software inventory
- May cover the Service Desk front desk
- Assist with basic phone troubleshooting
- Assist with basic network troubleshooting
- Assist and interact with hardware and software vendors
- Participate on committees, projects, University wide teams
- Assist other teams within OIT
- Perform additional job-related duties as request
Benefits
- For information regarding our Benefits, click here.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Educational Services
Education Level
Associate degree
Number of Employees
5,001-10,000 employees
