Help Desk Technician I

  • 512584
  • Dallas, Texas, United States
  • Staff
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Title: Help Desk Technician I

Employee Classification: IT Support Specialist I

Campus: University of North Texas - Dallas

Division: DAL-Operations

SubDivision-Department: DAL-Chief Operating Officer

Department: DAL-Office of Information Tech-530003

Job Location: Dallas

Salary: $42,804

FTE: 1.000000

Retirement Eligibility:

About Us - Values Overview

Welcome to the University of North Texas System. The UNT System includes the University of North Texas in Denton and Frisco, the University of North Texas at Dallas and UNT Dallas College of Law, and the University of North Texas Health Science Center at Fort Worth. We are the only university system based exclusively in the robust Dallas-Fort Worth region. We are growing with the North Texas region, employing more than 14,000 employees, educating a record 49,000+ students across our system, and awarding nearly 12,000 degrees each year.
 
We are one team comprised of individuals who are committed to excellence, curiosity and innovation. We are transforming lives and creating economic opportunity through education. We champion a people-first values-based culture where We Care about each other and those we serve. We believe that we are Better Together because we foster an environment of respect, belonging, and access for all. We demonstrate Courageous Integrity through setting exceptional standards and acting in the best interest of our communities. We are encouraged to Be Curious about opportunities for learning, creating, discovering, and innovating, and are encouraged to learn from failure. Show Your Fire by joining our team and exhibiting your passion and pride in your work as part of our UNT System team.
 
Learn more about the UNT System and how we live our values at www.UNTSystem.edu.
 

Department Summary

The Office of Information Technology (OIT) at the University of North Texas at Dallas is dedicated to delivering innovative, reliable, and customer-focused technology services that empower students, faculty, and staff. As a strategic partner in advancing the university’s mission, OIT supports a wide range of academic and administrative functions through robust infrastructure, responsive support services, and forward-thinking solutions. The department fosters a collaborative and inclusive environment, emphasizing service excellence, continuous improvement, and the effective use of technology to enhance the UNT Dallas experience.

Position Overview

The IT Help Desk Support Specialist I serve as the primary first point of contact for the UNT Dallas community seeking technical assistance. Under general supervision, this position is responsible for providing high-quality, customer-centric Level 1 technical support, triaging incoming incidents, resolving basic issues, and ensuring timely escalation to specialized support teams. This position may require occasional on-call duties, including being available to respond to critical incidents or emergencies outside of regular business hours.

Minimum Qualifications

Associate's degree in related field and two (2) years of work experience in computing, information systems, or related field; or any equivalent combination of education, training, and experience.

Knowledge, Skills and Abilities

• Exceptional communication skills (written, verbal, and listening) with the ability to convey complex technical information clearly and patiently to non-technical users.
• Strong customer-centric approach and interpersonal skills, with a proven ability to manage difficult interactions and promote a positive IT department image.
• Demonstrated ability to thrive under pressure, effectively multitask, and prioritize a high volume of incidents and service requests in a fast-paced academic environment.

Preferred Qualifications

• Bachelor's degree in a related field (such as Information Technology, Computer Science, or Business) and two (2) years of related computing work experience; OR any equivalent combination of education, training, and experience.
• Experience working in a Customer Service or Call Center role.
• Experience working with an IT Service Management ticketing system (i.e. ServiceNow).
• Experience managing and supporting Microsoft 365 and campus technology.
• Familiar with basic printer troubleshooting (adding paper, replacing toner, clearing paper jams).
• Enterprise Remote support technology (i.e. ConnectWise, LogMeIn Rescue, TeamViewer, etc.)

Required License/Registration/Certifications

N/A

Job Duties

  • Provide Tier I and Tier II customer service and technical support to end users for hardware and software 
  • Diagnose, research, and resolve routine end user issues in a timely manner through established protocol and troubleshooting; escalate as necessary
  • Provide guidance and explain policies and procedures to end users 
  • Communicate and translate technical information to nontechnical end users; maintain communication and monitor incident through resolution 
  • Train customers on new devices and technologies
  • Install software on new or existing devices, in accordance with standard procedures 
  • Assist in the setup of new equipment and devices 
  • Assist users in obtaining access to systems 
  • Assist users with login issues 
  • Utilize and maintain knowledge bases, white papers, FAQs, and vendor documentation 
  • Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals 
  • Assist with preventative maintenance within specified guidelines and procedures 
  • May review and evaluate new computer hardware and software products 
  • Assist in the tracking of hardware and software inventory 
  • May cover the Service Desk front desk 
  • Assist with basic phone troubleshooting 
  • Assist with basic network troubleshooting 
  • Assist and interact with hardware and software vendors 
  • Participate on committees, projects, University wide teams 
  • Assist other teams within OIT 
  • Perform additional job-related duties as request 

Physical Requirements

  • Communicating with others to exchange information
  • Lifting and Moving objects up to 20 pounds.
  • Moving self in various positions to perform tasks in tight and confined spaces.
  • Sedentary work that primarily involves sitting/standing.

Environmental Hazards

  • No adverse environmental conditions expected.

Work Schedule

Available for 40 hours: Monday thru Friday, 8AM to 10PM, Saturday, 8AM – 5PM.

Driving University Vehicle

No

Security Sensitive

This is a Security Sensitive Position.

Special Instructions

Applicants must submit a minimum of two professional references as part of their application. If needed, additional references can be added after the application has been submitted. 

Benefits

For information regarding our Benefits, click here.

EEO Statement

The University of North Texas System is firmly committed to equal opportunity and does not permit -- and takes actions to prevent -- discrimination, harassment (including sexual violence, domestic violence, dating violence and stalking) and retaliation on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status in its application, employment practices and facilities; nor permits race, color, national origin, religion, age, disability, veteran status, or sex discrimination and harassment in its admissions processes, and educational programs and activities, facilities and employment practices. The University of North Texas System promptly investigates complaints of discrimination, harassment and related retaliation and takes remedial action when appropriate. The University of North Texas System also takes actions to prevent retaliation against individuals who oppose any form of harassment or discriminatory practice, file a charge or report, or testify, assist or participate in an investigative proceeding or hearing.

 

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