End-User IT Support & Desktop Services Specialist

Sacred Heart University; Stratfield (CT); On-site; USD 55,000 - 75,000; Full time

Job summary

Sacred Heart University is seeking a Technical Services Specialist to ensure a positive technology experience for all end users. You will troubleshoot hardware, software, network, and A/V issues across university devices, classrooms, and services, while escalating complex cases when needed.

The role involves documenting resolutions, contributing to knowledge bases, and assisting with training for graduate assistants and student workers. Occasional evenings and weekends 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 via tickets, phone support, remote assistance, and on-site visits.
• Escalate complex issues and follow up to ensure timely resolution and communication.
• Document incidents, requests, troubleshooting steps, resolutions, and recurring issues in the ticketing system.
• Maintain knowledge base articles, technical documentation, training materials, and internal procedures.

Skills

Troubleshooting hardware

Troubleshooting software

Networking

Customer service

Documentation

Problem solving

Education

Bachelor’s degree in computer science/IT

Tools

Windows OS

MacOS

Microsoft Office

Job description

Sacred Heart University is seeking a Technical Services Specialist to ensure a positive technology experience for all end users. You will troubleshoot hardware, software, network, and A/V issues across university devices, classrooms, and services, while escalating complex cases when needed.

The role involves documenting resolutions, contributing to knowledge bases, and assisting with training for graduate assistants and student workers. Occasional evenings and weekends may be required.