End-User IT & A/V Support Specialist

Sacred Heart; Fairfield, Northern (CT, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Sacred Heart is seeking a Technical Services Specialist to enhance the technology experience for university members by maximizing desktop and laptop readiness. You will troubleshoot issues and provide support for university-built tech, desktops, and A/V equipment.

The role requires thorough incident documentation, knowledge-base maintenance, and collaboration with IT teams to implement service improvements. Weekend/evening work may be required.

Qualifications

• Bachelor’s degree in computer science, information technology, or a related technical field preferred.
• 2+ years’ work experience in a technical field preferred.
• Experience troubleshooting hardware, software, and network connectivity issues on laptop/desktop computers.

Responsibilities

• Provide timely, high-quality technical support to faculty, staff, students, and campus partners across university-owned devices, applications, classrooms, A/V equipment, and related technology services.
• Troubleshoot and resolve hardware, software, network, classroom, and A/V issues through tickets, phone support, remote assistance, and on-site visits.
• Escalate complex issues appropriately and follow up with users and support teams to ensure timely resolution and communication.
• Document incidents, requests, troubleshooting steps, resolutions, and recurring issues accurately in the ticketing system.
• Maintain and contribute to knowledge base articles, technical documentation, training materials, and internal procedures for supported systems and services.
• Assist with training, mentoring, and knowledge sharing for graduate assistants, interns, student workers, and team members when applicable.
• Collaborate with various IT teams and staff on projects, urgent issues, support programs, metrics, and service improvements.
• Evaluate emerging technologies and recommend tools or process improvements that enhance support services and the end-user experience.
• Must be available to work occasional weekends, evenings, and/or holidays as needed.

Skills

Troubleshooting

Customer service

De-escalation

Problem solving

Windows OS

MacOS

Microsoft Office

Education

Bachelor’s degree

Tools

Windows

MacOS

Microsoft Office

Job description

Sacred Heart is seeking a Technical Services Specialist to enhance the technology experience for university members by maximizing desktop and laptop readiness. You will troubleshoot issues and provide support for university-built tech, desktops, and A/V equipment.

The role requires thorough incident documentation, knowledge-base maintenance, and collaboration with IT teams to implement service improvements. Weekend/evening work may be required.