Information Technology - Technical Services Specialist

As the second-largest independent Catholic university in New England, and one of the fastest-growing private doctoral institutions in the U.S., Sacred Heart University is a national leader in shaping higher education for the 21st century. SHU offers nearly 90 undergraduate, graduate, doctoral and certificate programs on its Fairfield, Conn., campus. Sacred Heart also has a campus in Dingle, Ireland, and offers online programs. More than 10,000 students attend the University's nine colleges and schools: Arts & Sciences; Communication, Media & the Arts; Social Work; Computer Science & Engineering; Health Professions; the Isabelle Farrington College of Education & Human Development; the Jack Welch College of Business & Technology; the Dr. Susan L. Davis, R.N., & Richard J. Henley College of Nursing; and St. Vincent's College. Sacred Heart stands out from other Catholic institutions as it was established and led by laity. The contemporary Catholic university is rooted in the rich Catholic intellectual tradition and the liberal arts, and at the same time cultivates students to be forward thinkers who enact change-in their own lives, professions and in their communities. The Princeton Review includes SHU in its Best 388 Colleges-2023 Edition, and Best Business Schools-2023 Edition. Sacred Heart is home to the award-winning, NPR-affiliated radio station, WSHU, a Division I athletics program and an impressive performing arts program that includes choir, band, dance and theatre. www.sacredheart.edu

Position Summary

This is a temporary position that is expected to end on or about September 1, 2024.

The Technical Services Specialist will create a positive experience for all end users by maximizing the operational readiness of all staff, faculty, and student laptops. They will resolve customer issues by escalating, repairing, or troubleshooting hardware, software, and network connectivity, where and when applicable. They will also provide Level 1 technical support for classroom built-in technology, desktop devices, and A/V equipment and Level 1 and 2 technical support remotely over the phone, email, or using remote desktop applications. The Technical Services Specialist will document all work and manage tickets utilizing a ticketing system.

Principal Duties & Responsibilities

• To create a positive experience for all end users.

• Provide excellent customer service while addressing issues and inquiries regarding hardware, software, and/or network connectivity issues with customer laptops and desktops.

• Perform necessary repairs to restore the operation of the laptops.

• Create and manage claims for repairs on staff, faculty, and student-insured and warranty-covered devices.

• Perform break/fix repairs on out-of-warranty devices when applicable.

• Maintain the spare parts and swap laptop inventory.

• Place parts claims with the supported vendors.

• Gain and maintain certifications to perform repairs and diagnostics for the supported vendors, as well as any additional certifications to support and improve workflow and knowledge levels.

• Work with the Help Desk Supervisor, other Technical Services Specialists, Graduate Assistants, and Technical Support Technicians to provide quality everyday service, collaborate on projects, and respond to urgent issues and inquiries.

• Provide technical training to individual users and to the community on equipment usage.

• Produce and update documentation related to device setup, installations, troubleshooting, issuing, and rental.

• Produce and update documentation regarding software, applications, tools, and troubleshooting steps needed to support the university's population and function.

• Support all laptops issued to faculty, staff, and administrators.

• Distribute and support anti-virus for all client devices.

• Collaborate with Help Desk and Call Center technicians in physical and remote troubleshooting of laptops, software, peripherals, and cabling.

• Provide information on employee computer upgrades or solutions.

• Collaborate with the technicians as needed to provide services, support, and guidance.

• Work with Mobile Computing to prepare, assist with, and support devices issued by the University.

• Assist in maintaining the loaner program, laptop choice program, and adjunct laptop program.

• Assist in maintaining asset inventories physically and in documentation.

• Maintain the ticket queue by creating, resolving, escalating, following up by phone or email, changing the status of, and performing other maintenance on various incidents in a timely manner.

• Perform on-site visits to offices, classrooms, presentation spaces, and other spaces to provide Level 1 troubleshooting, issue resolution, information gathering, and escalation.

• Occasionally provide support to other IT departments in handling events and emergencies.

• Contribute to improving the department's overall performance and image by providing timely and outstanding service.

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, Audio-Visual experience, knowledge, ability to troubleshoot and repair are a plus.

• Excellent organizational, planning, and documentation skills.

• Mature sense of responsibility and judgment.

• Good interpersonal skills in dealing with a diverse community as well as working in 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.

This is a temporary position that is expected to end on or about September 1, 2024.

Sacred Heart University is a space that respects and embraces differences, recognizes the unique contributions that individuals can make, and creates a community that maximizes the potential of all faculty and staff. As an equal opportunity employer, we encourage applications from qualified candidates who reflect the wider world in which we live.

Other details

• Job Family Staff

• Job Function Information Technology

• Pay Type Salary

• Required Education Bachelor's Degree

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• 5151 Park Ave, Fairfield, CT 06825, USA