founded in 1831, is a diverse,
energetic liberal arts community where critical thinking and
practical idealism go hand in hand.
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
DSS develop strong relationships with the user base providing
support and guidance for them to use technology effectively.
- 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
- 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
- If necessary, liaise with third-party support and PC equipment
- Support end user mobile devices including Smartphones and
tablets including iPad for University related business.
- Other duties as assigned.
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
Demonstrated knowledge of and experience with both Windows and Mac
Demonstrated knowledge and experience with MS Office 365 and Google
Suite of applications.
Familiarity with multiple browsers and troubleshooting
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
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
Special Instructions to Applicants
Application close date is February 11, 2022.
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 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
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, email@example.com.