Technology Specialist

Position: Technology Help Specialist
About the Job

The Technology Help Specialist provides high quality technical assistance to the University's diverse community of students, faculty, and staff. As a primary point of contact for the University's central help desk, you will be responsible for resolving a wide array of technical issues ranging from account access to enterprise software support. This role is ideal for someone who thrives in a fast paced environment and enjoys the puzzle solving aspect of IT.

This role is primarily a remote position with onsite requirements as needed.

Responsibilities:

Tier 1 Technical Support (70%)

* Initial Point of Contact:
Tier 1 supports receiving user inquiries via phone, email, chat, or self-service portal.

* Troubleshooting:
Using internal knowledge base articles and other provided training materials and resources, you will diagnose and resolve issues related to University-wide applications, including (but not limited to) Canvas (LMS), Google Workspace, WiFi connectivity (eduroam), and Duo Security (MFA).

* Account Management and Resolution:
Assist with password resets, Internet  ,software installations, printer connectivity issues, and University account provisioning with a focus on first-call resolution.

* Incident Logging & Categorization:
Document all incidents and service requests in the IT Service Management (ITSM) tool.

* Escalation:
Smoothly transferring complex, unresolved, or high-priority incidents to Tier 2 or Tier 3 specialists within agreed-upon service levels (SLAs).

Analysis & Continuous Improvement (20%)

* Trend Identification:
Analyze incoming ticket data to identify recurring technical issues or service outages and escalate to Tier 2/3 teams as necessary.

* Knowledge Base Contribution:
Draft and update internal knowledge base articles.

* Process Optimization:
Provide feedback on call center workflows and scripts to improve First Contact Resolution rates.

Professional Development & Coordination (10%)

* Technical Training:
Stay current with emerging University technologies and security protocols.

* Collaboration:

Participate in team meetings and contribute to a supportive, inclusive team culture.

Qualifications

Required Qualifications:

* Bachelor's degree OR a combination of education and relevant work experience to equal four years.

* Customer service experience.

* Exposure to and interest in technology.

* Excellent verbal and written communication skills.

* Action-oriented with an ability to adapt based on a dynamic environment.

About the Department

The Office of Information Technology (OIT) is the University's central IT unit and provides enterprise-level technologies and services that are broadly consumed, core to central administrative business operations, and tend to offer substantial economies of scale. We are part of a larger ecosystem of IT professionals who work in academic and support units systemwide. Local or collegiate IT units often offer discipline-specific, niche, and complementary services to the OIT central services.

Pay and Benefits

Pay Range: $47,000 - $51,000; depending on education/qualifications/experience

Time Appointment: 100% Appointment

Position Type:
Civil-Service & Non-Faculty Labor Represented Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

* Competitive wages, paid holidays, and generous time off

* Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program

* Low-cost medical, dental, and pharmacy plans

* Healthcare and dependent care flexible spending accounts

* University HSA contributions

* Disability and employer-paid life insurance

* Employee wellbeing program

* Excellent retirement plans with employer contribution

* Public Service Loan Forgiveness (PSLF) opportunity

* Financial counseling services

* Employee Assistance Program with eight sessions of counseling at no cost

* Employee Transit Pass with free or reduced rates in the Twin Cities metro area

While our salary ranges provide a framework, it is important to note that most of the

time, the initial pay may not…