Title: IT Specialist

Employee Classification: IT Specialist

Campus: University of North Texas - Health Science Center

Division: HSC-Information Technology

SubDivision-Department: HSC-Information Technology

Department: HSC-Information Technology-370000

Job Location: Fort Worth

Salary: Commensurate With Experience

FTE: 1.000000

Retirement Eligibility:

About Us - Values Overview:

Department Summary

The IT Helpdesk serves as the primary resource for resolving technical issues. Our certified technicians are the initial point of contact for staff, faculty, and students, offering support for Windows and Apple operating systems, account management, computer installations, repairs, and relocations. The technicians also collaborate with other HSC campus teams on technology projects and are available to assist in any technological undertakings. Our team resolves problems through both remote assistance and on-site visits, ensuring quick recovery of systems and minimal disruption to users when possible.

Position Overview

This position will be responsible for assisting with day-to-day Helpdesk activities, including providing technical support and troubleshooting for users within the UNT Health Science Center in Fort Worth. Technical support requests will be handled via phone, email, and in-person interactions. Additionally, the role will involve addressing complex issues and resolving or escalating the issue to the appropriate group to ensure high quality support and customer service across the HSC.

Minimum Qualifications

Bachelor's degree or equivalent combination of education and experience.

Knowledge, Skills and Abilities

Understanding of hardware, software, network troubleshooting, and operating systems, with the ability to troubleshoot a wide range of technical issues across different platforms.

Ability to interact with users in a professional, courteous, and helpful manner, ensuring a positive customer experience.

Ability to work effectively in a team environment, collaborating with other IT staff and departments to resolve issues and improve service delivery.

Written and verbal communication skills to clearly explain technical concepts to non-technical users.

Preferred Qualifications

The preferred candidate will possess the following additional qualifications:
Excellent people skills - Communication, empathy, conflict resolution, etc.
Ability to maintain job performance and focus under pressure.
Ability to maintain effectiveness for extended periods in a fast-paced environment.
Detail oriented.
Excellent communication and personal skills to provide high level of customer service.
Experience with ServiceNow

Required License/Registration/Certifications

Job Duties:

• Experience in hardware, software, network troubleshooting, basic operating system functionality or equivalent training and/or education is extremely beneficial 
• Provides support in various ways including answering questions via phone, email, or in person; troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, communicating policy, and troubleshooting printer issues. 
• Determines the most effective manner to resolve the customers technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with other Information Technology Services staff when necessary.
• Records required customer and problem information in the ITS work order system, updates tickets with appropriate journal entries of activities, and closes tickets with resolution information upon completion of the work. 
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. 

Work Schedule:

8am to 5pm, Monday through Friday

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.