Information Technology - Technical Services Specialist

Information Technology - Technical Services Specialist

5151 Park Ave, Fairfield, CT 06825, USA

Job Description

Posted Thursday, August 21, 2025 at 4 : 00 AM

As the second-largest 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 more than 100 undergraduate, graduate and doctoral 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 Universitys eight colleges and schools : College of Arts & Sciences; School of Communication, Media & the Arts; School of Social Work; School of Computer Science & Engineering; College of Health Professions; the Isabelle Farrington College of Education & Human Development; the Jack Welch College of Business & Technology and the Dr. Susan L. Davis, R.N., & Richard J. Henley College of Nursing. Sacred Heart, a Laudato Si campus, 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 changein their own lives, professions and in their communities. The Princeton Review includes SHU in its Best 390 Colleges : 2025 Edition , and Best Business Schools : 2024 Edition . Sacred Heart is home to the award-winning, NPR-affiliate station, WSHU Public Radio, a Division I athletics program, and an impressive performing arts program that includes choir, band, dance, and theatre.

Only applications submitted through the official Careers at SHU site will be accepted for employment consideration. If you are viewing this job advertisement through a different site, please visit Careers at SHU to submit a formal application.

Qualified candidates are invited to submit a complete application and resume via our online application system. A cover letter or statement of interest is also preferred for all staff positions.

Sacred Heart University complies with all federal and state employment laws and regulations. Applicants must be lawfully authorized to work for any employer in the United States. We are unable to sponsor or take over sponsorship of an employment Visa for this position.

Position Summary

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 p rovide 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 d ocument all work and manage tickets utilizing a ticketing system.

• 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

Current Windows operating system (Knowledge of previous operating systems is a plus)

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 job posting provides an overview of the role's general nature and expected tasks. It is not meant to be a comprehensive list of all duties performed. The university reserves the right to modify or reassign job responsibilities at any time. This posting description does not constitute an employment contract, either explicit or implied.

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.

#J-18808-Ljbffr