Technical Support Specialist
About The Position
The Technical Support Specialist handles incoming support queries from students, faculty, staff, and administration at Texas Wesleyan University. Reporting to the User Services Manager, this role works closely with other IT personnel on tasks that extend beyond the specialist’s knowledge or expertise. The position provides support services that help users make full use of the institution’s investment in information technology, including network, media, help desk, training, desktop, system support, and software inventory management. It also involves documenting user issues, identifying resolution steps, and managing incoming support requests. The specialist assists with day-to-day operations of desktop computers, laptops, printers, and other network peripherals. The position is located in Fort Worth, Texas. Operating hours are Monday through Friday, 5:00 AM to 5:00 PM, and hours may vary.
Requirements
- Associate degree in Computer Science, Information Technologies, or a related field, or an equivalent combination of experience, education, and training.
- Prior experience in a customer support services role.
- 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.
- Ability to lift 50 pounds as needed to move equipment across campus.
- Ability to sit or stand for long periods.
- Ability to crawl under desks to address technology needs.
- Adherence to 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.
Nice To Haves
- Demonstrated experience troubleshooting audio-visual equipment.
- Experience with Microsoft Systems Management Systems.
- Experience with Help Desk ticketing systems and customer service workflow.
Responsibilities
- Provide desktop and audio-visual technical support with strong customer service.
- Receive, respond to, 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.
- Work with multiple versions of Windows and Macintosh operating systems, including software and OS installation technologies.
- Assist with image maintenance, deployment, and inventory through SCCM.
- Help customers use hardware and software products effectively.
- Collaborate with the Infrastructure team to troubleshoot and resolve basic network and Wi-Fi issues.
- Complete, maintain, and process relevant paperwork, records, and documentation.
- Maintain historical records by documenting hardware and software changes and revisions.
- Protect client confidence and operations by keeping information confidential.
- Assist with the rollout of new PCs, laptops, media, network equipment, and related items in accordance with replacement schedules and licensing requirements.
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What This Job Offers
Job Type
Full-time
Education Level
Associate degree
