Technical Support Specialist

Technical Support Specialist | University of Mary | Bismark, ND

At our partner institution, the University of Mary

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. This individual will provide high‑quality customer service, including effective listening and communication skills to ensure understanding of 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. Additional responsibilities include administering, configuring, troubleshooting, properly recycling, and maintaining client desktops, laptops, and audio‑visual equipment. This position is on‑site at the partner institution, the University of Mary.

Hours of operation are Monday – Friday, 8:00 am – 4:30 pm. Hours may vary.

• Software installation and upgrades, troubleshooting, image creation and deployment, and patch maintenance.
• Maintaining and developing documentation relative to hardware and software inventory.
• Working with users to analyze, troubleshoot, and repair computer hardware and software.
• Assisting clients using supported hardware, software, and peripherals.
• Assisting clients using supported audio‑visual equipment, e.g., projectors and conferencing equipment.
• Assisting the infrastructure team with network‑related projects and maintenance.
• Providing support for printer and copier‑related issues.
• Attending and actively participating in regular team meetings.
• Reviewing, inputting, and updating service tickets from the centralized ticketing system.
• Supervising assigned student workers and assisting them in completing tasks as required.
• Keep abreast of industry technologies to enhance technical skills. Provide feedback and make recommendations for implementing technologies that can be effectively applied.
• Maintaining a professional attitude and always providing 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.
• 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.

• Associate degree in information technology or equivalent experience.
• Knowledgeable in Windows 10, Microsoft Office, Hardware, and Software troubleshooting techniques.
• Broad knowledge of troubleshooting procedures and good analytical skills.
• Proficient in all skills, policies, procedures, and protocols required to complete assigned tasks.
• Excellent communication skills, a strong customer service background, and appropriate people etiquette.
• Self‑motivated and directed.
• 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.

• 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