Technical Support Specialist

Dynamic Campus, Inc.; Fort Worth (TX); On-site; USD 40,000 - 60,000; Full time

Job summary

Texas Wesleyan University in Fort Worth, TX is seeking a Technical Support Specialist to provide desktop and AV support, respond to Help Desk tickets, and assist with network and lab technology. You will work with the User Services team to ensure data protection and smooth IT operations across Campus resources.

Strong customer service and multi-OS troubleshooting are essential. The role reports to the User Services Manager and requires the ability to lift equipment and work a flexible schedule.

Qualifications

• Associates degree or equivalent experience.
• Experience in customer support services.
• Strong end user orientation and customer support skills.
• Ability to troubleshoot MAC and Windows PCs.
• Ability to lift 50 lbs and work with computers in campus environments.

Responsibilities

• Provide desktop and audio-visual technical support with strong customer service.
• Receive, respond and resolve Help Desk tickets.
• Support Help Desk, Desktop Technology, and Lab/Classroom Technology areas.
• Follow best practices to protect and recover end user data.
• Troubleshoot multiple Windows and macOS versions; install software.
• Assist with image maintenance, deployment, and inventory via SCCM.
• Help customers use hardware and software effectively.
• Collaborate with Infrastructure team to resolve basic network and Wi‑Fi issues.
• Document records and changes; maintain confidentiality.
• Assist rollout of new PCs, laptops, media, and network equipment.

Skills

End user support

Customer service

MAC/Windows troubleshooting

Teamwork

Communication skills

Education

Associates degree in Computer Science or IT

Tools

SCCM

Help desk ticketing systems

Job description

Technical Support Specialist | Texas Wesleyan University | Fort Worth, TX At our partner institution at Texas Wesleyan University

The Technical Support Specialist will handle incoming queries/help requests from students, faculty, staff and administration. The position reports to the User Services Manager. The position requires working closely with other IT department personnel to aid on tasks that are outside the scope of their knowledge or expertise. The Technical Support Specialist is responsible for providing support services to all users to gain full benefit from the institution’s investment in information technology and services. Support services include Network, Media, Help Desk, Training, Desktop, System Support, and software inventory management. Ability to create detailed notes of the problem the client(s) is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests. The qualified person will assist with the day-to-day operation of the institution’s computer desktop, laptops, printers and other network peripherals. This position is located in Fort Worth Texas.

Hours of of operation are Monday - Friday, 5:00 AM -5:00 PM. Hours may vary.

Responsibilities:

• Provide desktop and audio-visual technical support with strong customer service skills
• Receive, respond 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
• Understand multiple versions of the Windows and Macintosh operating systems, including software and OS installation technologies.
• Assist with image maintenance, deployment and inventory through SCCM
• Help customers use both hardware and software products effectively
• In collaboration with the Infrastructure team, troubleshoot and resolve basic network and Wi-Fi Issues.
• Complete, maintain, and process pertinent paperwork, records and documentation
• Maintains historical records by documenting hardware and software changes and revisions.
• Maintains client confidence and protects operations by keeping information confidential.
• Assist with rollout of new PCs, laptops, media, network equipment, etc… in accordance with applicable replacement schedules and associated licensing

Requirements:

• Associates degree in Computer Science, Information Technologies or related field, or an equivalent combination of experience, education, and training
• Prior experience in customer support services role
• Display 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
• Must be able to lift 50 lbs. as needed to move equipment across the campus environmentMust be able to sit for long periods at a time and or stand for long periods at a time
• Must be able to crawl under desk for any technology need
• Adhere to Dynamic Campus Core Values

Preferred Qualifications:

• Demonstrated experience troubleshooting audio-visual equipment
• Experience with Microsoft Systems Management Systems a plus
• Experience with Help Desk ticketing systems and customer service workflow

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