Information Technology - Technical Services 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

Position Summary

The Technical Services Specialist is responsible for creating a positive technology experience for all end users by maximizing the operational readiness of desktops and laptops for university members. The Technical Services Specialist also addresses customer technical issues and requests by troubleshooting or escalating, and provides technical support for university-built technology, desktop devices, and A/V equipment.

Principal Duties & 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.
• Support device readiness, diagnostics, repairs, warranty claims, loaners, inventory, peripherals, replacement parts, and employee computer recommendations.
• Support endpoint protection and data backup tools for client laptops and desktops.
• Maintain current knowledge of university systems, endpoint technologies, supported applications, technical processes, and relevant technology trends; obtain required vendor certifications.
• 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.
• Assist with departmental communications, marketing materials, technology research, campus events, emergencies, and cross-department support as needed.
• Other duties as assigned.

Knowledge, Skills, Abilities, & Other Attributes

• Bachelor’s degree in computer science, information technology, or a related technical field preferred

• 2+ years' work experience in a technical field preferred (where applicable)

• Experience troubleshooting hardware, software, and network connectivity issues on laptop/desktop computers (where applicable)
• Strong customer service, de-escalation techniques, and problem-solving skills are required.
• Experience required with current operating systems and software such as:
  • Current Windows operating system (Knowledge of previous operating systems is a plus)
  • MacOS X – most current MacOS
  • Microsoft Office Suite applications for both MacOS and PC operating systems.
• Good knowledge and awareness of current internal and external technology advancements and trends are required.
• Industry certifications are a plus.
• Networking, desktop, and audio-visual experience, knowledge, and ability to troubleshoot and repair are a plus.
• Excellent organizational, planning, and documentation skills.
• Mature sense of responsibility and judgment.
• Great interpersonal skills for engaging with a diverse community and collaborating effectively on a team.

Unusual Working Conditions

Must be available to work occasional weekends, evenings, and/or holidays as needed to resolve customer issues and maintain operational readiness.