Temporary Service Desk Specialist

Tyler Junior College; Tyler (TX); Remote; USD 25,000 - 39,000; Full time

Job summary

Tyler Junior College is seeking a Temporary Service Desk Specialist (OTS) to deliver in-house and remote end-user support, troubleshoot hardware/software, and assist with AV for events. The role emphasizes strong customer service, teamwork, and ITIL-adjacent practices, with an anticipated end date of May 31, 2027.

The position requires an associate degree in a computer-related discipline, one year of IT service desk experience, and a valid Class C license.

Qualifications

• Associate’s degree in a computer-related discipline.
• One year of IT service desk experience.
• Experience working in a team environment.
• Excellent reading, writing, and English-speaking skills.
• Class C driver’s license required.
• CJIS background check required.

Responsibilities

• Provide PC hardware/software support via email, phone, and other electronic medium.
• Identify, research, and resolve system problems; ensure SLA compliance.
• Assist end users with campus computing resources, including VDI.
• Install, administer, and troubleshoot hardware/software and peripherals on-site and remotely.
• Schedule events requiring Media/IT support and provide AV hardware for events on/off campus.
• Maintain call logs and solutions in the Service Desk database.
• Support remote locations using advanced tools.
• Provide quality customer care in a fast and efficient manner.

Skills

Collaboration/Teamwork

Computer Software Skills

Customer Service

Data Analysis

Decision-making

Internet Research

Interpersonal Skills

Leadership

Math Skills

Multi-tasking

Negotiation

Written Communication

Organizational Skills

Presentation/Public Speaking

Problem-solving

Project Management

Time Management

Typing/Word Processing

Education

Associate’s degree in a computer-related discipline

Tools

Apple/Mac Computers

Virtual Desktop Interface

Microsoft Office

Job description

The Temporary Service Desk Specialist, OTS is a full-time temporary position that will provide in-house and remote support to end users on a variety of issues. Identifies, researches, and resolves system problems. Ensures that the service level of the agreement is up to standard and performs a variety of complicated tasks. This is a temporary full-time position anticipated to continue through approximately May 2027. The assignment may be extended or shortened based on organizational needs. Employment in this temporary assignment does not create an expectation of continued employment beyond the assignment period.

• Provide PC hardware/software support including support by the use of email, phone and other electronic medium.
• Knowledge in Microsoft Windows 8, Windows 10, Office 2016, 365, and 2019.
• Works with end users in analyzing, troubleshooting, and resolving hardware/software and some basic network support issues. Assisting clients in the use of campus computing resources, including virtual desktop infrastructure.
• Install, administer, and troubleshoot computer hardware/software, and peripherals on site and remotely.
• Scheduling events requiring Media/IT support and providing AV hardware for instructional and special events on and off campus.
• Maintains call logs and solutions in Service Desk database.
• Uses a variety of advanced tools to support remote locations.
• Provide quality customer care in a fast and efficient manner.

COMPETENCIES

Knowledge, Skills, and Abilities

Collaboration/Teamwork, Computer Software Skills, Customer Service, Data Analysis, Decision-making, Internet Research, Interpersonal Skills, Leadership, Math Skills, Multi-tasking, Negotiation, Written Communication, Organizational Skills, Presentation /Public Speaking, Problem-solving, Project Management, Time Management, Typing/Word Processing

SUPERVISORY RESPONSIBILITIES

No direct supervision.

Work Environment:

Regular work required outside of normal business hours.

Physical Demands:

Sitting, walking, standing, lifting, and driving.

Travel Required:

Yes - Minimal

If travel is required, candidate must have and maintain a current valid driver’s license and an acceptable driving record.

Required Education

Associate’s degree in a computer-related discipline.

Required Experience

• One year of experience as an IT service desk specialist.
• Experience working in a team environment

Preferred Qualifications

• One year of network experience
• Networking certification

Additional Job Specific Requirements

• Requires experience with Apple or Mac Computers, email, internet, printers, PCs, mobile devices & tablets, Microsoft Office, and Utility Software.
• Excellent reading, writing, and English-speaking skills required.
• Class C driver’s license required.
• Knowledge of current network experience and PC technology required.
• Knowledge of ITIL methodologies preferred.
• Experience using Integrated Voice Response/IP Call Manager system preferred.
• Experience with Virtual Desktop Interface required.
• Must be able to pass CJIS background check.
• This position is a temporary position that ends on May 31, 2027.

EXPECTATIONS

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
• Will have contact – in person, by email, or by phone – with staff, students, and the general public.
• Must exhibit a sensitivity to and an understanding of the diverse academic, socio-economic, cultural, and ethnic backgrounds of staff and students and to staff and students with disabilities.
• Regular and punctual attendance is an essential function of each employee.