Frontline IT Support Analyst, Tier 1 (Windows/Mac, O365)

DTS Dallas Theological Seminary; Dallas (TX); On-site; USD 21,000 - 30,000; Full time

Job summary

Dallas Theological Seminary is seeking a Computer Analyst, Tier 1 to deliver excellent IT support for faculty, staff, and students in a demanding academic environment. You will respond to helpdesk requests, configure and maintain Windows, macOS, and mobile devices, and support classroom technology with emphasis on Office 365.

You will document procedures, assist with security awareness, and train non-technical users while escalating complex issues.

Qualifications

• Ability to learn from others and listen to team input.
• Manage own projects efficiently with minimal oversight.
• Listen to DTS family problems and help offer solutions.
• Communicate with respect and value for each member of the DTS family.
• Calmly identify problems and propose solutions using available tools.
• Knowledge of Windows 10/11, macOS (Big Sur+), iPadOS and iOS.
• Understanding of Office 365 as a skilled end-user.
• Configure and organize staff workstations with peripherals, power, and data connections.
• Basic cybersecurity awareness: recognize legitimate vs risky activity.
• Ownership, prioritization, emotional fortitude and resilience.

Responsibilities

• Provide excellent customer service to the DTS family (faculty, staff, students, alumni).
• Help ensure IT policies and standards are observed.
• Install, administrate, monitor, and triage technology products including Windows and Apple devices, Classroom AV equipment, and various other proprietary devices.
• Create and maintain IT documentation.
• Work with IT staff to analyze and resolve problems.
• Escalate support for unresolved helpdesk issues.
• May test and recommend new procedures, software, and hardware.
• Train non-technical users to utilize technology effectively.
• Other tasks as directed by DTS management and IT department personnel.

Skills

Customer service

Project management

Communication

Problem solving

OS proficiency

Office 365

Hardware configuration

Cybersecurity basics

Ownership

Resilience

Education

Administrative experience with OS upgrade

MAC/PC hardware service

2+ years related experience

Tools

Classroom AV equipment

Job description

Dallas Theological Seminary is seeking a Computer Analyst, Tier 1 to deliver excellent IT support for faculty, staff, and students in a demanding academic environment. You will respond to helpdesk requests, configure and maintain Windows, macOS, and mobile devices, and support classroom technology with emphasis on Office 365.

You will document procedures, assist with security awareness, and train non-technical users while escalating complex issues.