Technical Support Specialist

**Technical Support Specialist | University of Mary | Bismark, ND** The Technical Support Specialist will be service-focused and possess excellent customer service skills. S/he must provide exceptional end-user support for technology services, including network access, e-mail systems, and supported hardware and software applications. The Technical Support Specialist will provide technical computer support that ensures all systems are functional daily. Provide high-quality customer service, including effective listening and communication skills to ensure understanding of the end-user inquiries; keep current with hardware systems and applications used on campus; work on cross-functional IT projects; participate in testing system upgrades and new applications; supervise various duties performed by student workers. Administer, configure, troubleshoot, properly recycle and maintain client desktops, laptops, and audio-visual equipment. *This position is on-site at the partner institution, with normal office hours from 8:00am– 5:00pm M-F, schedule may vary.* **Responsibilities** - Software installation and upgrades, troubleshooting, image creation and deployment, and patch maintenance. - Maintain and develop documentation relative to hardware and software inventory. - Work with users to analyze, troubleshoot, and repair computer hardware and software. - Assist clients using supported hardware, software, and peripherals. - Assist clients using supported audio-visual equipment, e.g., projectors and conferencing equipment. - Assist the infrastructure team with network-related projects and maintenance. - Provide support for printer and copier-related issues. - Attend and actively participate in regular team meetings. - Review, input, and update service tickets from the centralized ticketing system. - Supervise assigned student workers and assist them in completing tasks as required. - Broad knowledge of troubleshooting procedures and good analytical skills. - Proficient in all skills, policies, procedures, and protocols required to complete assigned tasks. - Keep abreast of industry technologies to enhance technical skills. Provide feedback and make recommendations for implementing technologies that can be effectively applied. - Maintain a professional attitude and always provide excellent customer service, including maintaining a good work ethic and assisting team members when needed. - Good interpersonal skills, focusing on rapport-building, listening, and questioning skills. - Ability to absorb and retain information quickly. - Ability to present information in a user-friendly language. - Self-motivated and directed. - Ability to effectively prioritize and execute tasks. - Ability to communicate effectively orally and in writing to internal and external groups of various levels of responsibility. - Other duties as assigned. **Requirements** - Associate degree in information technology or equivalent experience. - Knowledgeable in Windows 11, Microsoft Office, Hardware, and Software troubleshooting techniques. - Excellent communication skills, a strong customer service background, and appropriate people etiquette are essential. - Ability to lift, push, and pull up to 50 pounds at a time, sometimes multiple times a day (e.g., replacing/maintaining computers, monitors, etc.) - Ability to sit and stand for long periods of time. - Must be able to crawl under desks and tight spaces for troubleshooting equipment, cabling, and projectors. - Adhere to Dynamic Campus Core Values. **Preferred Qualifications** - Bachelor’s degree in Information Technology - Audio/Visual experience - Prior experience in a helpdesk environment (preferably in a Higher Ed environment) - Networking and Telecommunications experience - Knowledge of Active Directory, Printers and Print server and Microsoft Outlook **Dynamic Campus Core Values:** - Be a Servant Leader - Be a Team Player - Be Accountable - Act with the highest integrity - Provide excellent customer service…