Desktop Support Specialist

Wesleyan University, founded in 1831, is a diverse, energetic liberal arts community where critical thinking and practical idealism go hand in hand.

Position Details
The Wesleyan IT ( ITS ) department is agile, energetic, creative, highly collaborative, provides strong support for professional development, and fosters creativity and intellectual contributions by staff.

Reporting to the Director of User Services, the Desktop Support Specialist is a high touch, customer service-oriented professional who provides support to staff and faculty throughout the University in an often fast-paced environment.

As part of a team of Desktop Support Specialists ( DDS ), this position will work on endpoint technology projects and have the opportunity to participate in decisions affecting User Services at Wesleyan.

DSS develop strong relationships with the user base providing support and guidance for them to use technology effectively.

Responsibilities include:

• Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed using institutional remote assistance tool.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
• Assess the need for performance upgrades to computers including hard disks, hard drives, RAM , memory chips, etc.
• Collaborate with network administrators to ensure efficient operation of the company’s desktop computing environment.
• Where required, administer and resolve issues with associated end-user workstation networking software products including custom-developed Wesleyan applications.
• Receive and respond to incoming calls and e-mails regarding desktop problems including monitoring queue and replying to tickets.
• Maintain inventory of systems, track upgrade cycles, and provision new equipment
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal in inventory and ticketing system.
• If necessary, liaise with third-party support and PC equipment vendors.
• Support end user mobile devices including Smartphones and tablets including iPad for University related business.
• Other duties as assigned.

Minimum Qualifications
Bachelor’s degree and a minimum of one year desktop support or an equivalent combination of education, training and related experience that can include coursework and/or project work or student employment.
Demonstrated knowledge of and experience with both Windows and Mac OS.
Demonstrated knowledge and experience with MS Office 365 and Google Suite of applications.
Familiarity with multiple browsers and troubleshooting browser-based applications.
Proven understanding of and experience with tier 1 and tier 2 support computers in a networked environment.
Demonstrated customer service orientation.
Demonstrated commitment to work within a diverse environment and interact professionally with individuals of different backgrounds.
Preferred Qualifications
Experience and comfort providing remote support to end users via remote control tools.
Experience with the use and support of VPN (virtual private network) tools and software.
Experience with ServiceNow or similar IT Service Management system.
Special Instructions to Applicants
Application close date is February 11, 2022.
Additional Information
Any and all offers to external applicants are contingent on the candidate’s completion of a pre-employment background check screening and pre-employment physical to the satisfaction of Wesleyan University.

Wesleyan requires all employees to be vaccinated against Covid 19 unless they meet the criteria for a medical or religious exemption. New employees must be vaccinated prior to their start date. If an employee needs an exemption for medical or religious reasons, they must submit a request to Wesleyan and be approved before their start date

Wesleyan University, located in Middletown, Connecticut, does not discriminate on the basis of race, color, religious creed, age, gender, gender identity or expression, national origin, marital status, ancestry, present or past history of mental disorder, learning disability or physical disability, political belief, veteran status, sexual orientation, genetic information or non-position-related criminal record. We welcome applications from women and historically underrepresented minority groups. Inquiries regarding Title IX, Section 504, or any other non-discrimination policies should be directed to: Alison Williams, Vice President for Equity & Inclusion/ Title IX Officer, 860-685-3927, awilliams@wesleyan.edu.