Information Technology - Technical Services Specialist

About Sacred Heart University As one of the nation’s largest Catholic universities and among the fastest-growing private doctoral institutions in the U.S., Sacred Heart University is a national leader in shaping higher education for the 21st century. SHU offers more than 100 undergraduate, graduate and doctoral programs on its Fairfield, Conn., campus. Sacred Heart also has a campus in Dingle, Ireland, and offers online programs. Nearly 10,000 students attend the University’s nine colleges and schools: College of Arts & Sciences; School of Communication, Media & the Arts; School of Social Work; School of Performing Arts; College of Health Professions; the Isabelle Farrington College of Education & Human Development; the Jack Welch College of Business & Technology; School of Computer Science & Engineering and the Dr. Susan L. Davis, R.N., & Richard J. Henley College of Nursing. Sacred Heart, a Laudato Si’ campus, stands out from other Catholic universities as it was established to be led by the laity. This contemporary Catholic university is rooted in the rich Catholic intellectual tradition and the liberal arts and, at the same time, cultivates students to be forward thinkers who enact change—in their own lives, professions and in their communities. The Princeton Review includes SHU in its Best 391 Colleges: 2026 Edition and Best Business Schools: 2025 Edition. Sacred Heart is home to the award-winning, NPR-affiliate station, WSHU Public Radio; a Division I athletics program and an impressive performing arts program that includes choir, band, dance and theatre. View SHU’s Faculty Experts Here To apply Qualified candidates are invited to submit a completed application and résumé through the University's online application system. Applications submitted outside of the official Careers at SHU website will not be considered. Applicants should not apply through third-party or external job sites, as such postings may be fraudulent or may misrepresent opportunities that are no longer available at the University. A cover letter or statement of interest is preferred for all staff positions. Sacred Heart University complies with all federal and state employment laws and regulations. Applicants must be lawfully authorized to work for any employer in the United States. We are unable to sponsor or take over sponsorship of an employment Visa for this position. Position Summary The Technical Services Specialist is responsible for creating a positive technology experience for all end users by maximizing the operational readiness of desktops and laptops for university members. The Technical Services Specialist also addresses customer technical issues and requests by troubleshooting or escalating, and provides technical support for university-built technology, desktop devices, and A/V equipment. Principal Duties & Responsibilities • Provide timely, high-quality technical support to faculty, staff, students, and campus partners across university-owned devices, applications, classrooms, A/V equipment, and related technology services. • Troubleshoot and resolve hardware, software, network, classroom, and A/V issues through tickets, phone support, remote assistance, and on-site visits. • Escalate complex issues appropriately and follow up with users and support teams to ensure timely resolution and communication. • Document incidents, requests, troubleshooting steps, resolutions, and recurring issues accurately in the ticketing system. • Maintain and contribute to knowledge base articles, technical documentation, training materials, and internal procedures for supported systems and services. • Support device readiness, diagnostics, repairs, warranty claims, loaners, inventory, peripherals, replacement parts, and employee computer recommendations. • Support endpoint protection and data backup tools for client laptops and desktops. • Maintain current knowledge of university systems, endpoint technologies, supported applications, technical processes, and relevant technology trends; obtain required vendor certifications. • Assist with training, mentoring, and knowledge sharing for graduate assistants, interns, student workers, and team members when applicable. • Collaborate with various IT teams and staff on projects, urgent issues, support programs, metrics, and service improvements. • Evaluate emerging technologies and recommend tools or process improvements that enhance support services and the end-user experience. • Assist with departmental communications, marketing materials, technology research, campus events, emergencies, and cross-department support as needed. • Other duties as assigned. Knowledge, Skills, Abilities, & Other Attributes • Bachelor’s degree in computer science, information technology, or a related technical field preferred • 2+ years' work experience in a technical field preferred (where applicable) • Experience troubleshooting hardware, software, and network connectivity issues on laptop/desktop computers (where applicable) • Strong customer service, de-escalation techniques, and problem-solving skills are required. • Experience required with current operating systems and software such as: ◦ Current Windows operating system (Knowledge of previous operating systems is a plus) ◦ MacOS X – most current MacOS ◦ Microsoft Office Suite applications for both MacOS and PC operating systems. • Good knowledge and awareness of current internal and external technology advancements and trends are required. • Industry certifications are a plus. • Networking, desktop, and audio-visual experience, knowledge, and ability to troubleshoot and repair are a plus. • Excellent organizational, planning, and documentation skills. • Mature sense of responsibility and judgment. • Great interpersonal skills for engaging with a diverse community and collaborating effectively on a team. Unusual Working Conditions Must be available to work occasional weekends, evenings, and/or holidays as needed to resolve customer issues and maintain operational readiness. This job posting provides an overview of the role's general nature and expected tasks. It is not meant to be a comprehensive list of all duties performed. The university reserves the right to modify or reassign job responsibilities at any time. This posting description does not constitute an employment contract, either explicit or implied. Sacred Heart University is a space that respects and embraces differences, recognizes the unique contributions that individuals can make, and creates a community that maximizes the potential of all faculty and staff. As an equal opportunity employer, we encourage applications from qualified candidates who reflect the wider world in which we live.