Temporary Service Desk Specialist

Tyler Junior College is seeking a Temporary full-time Service Desk Specialist (OTS) to deliver in-house and remote support to end users. The role focuses on troubleshooting system issues, maintaining service levels, and supporting campus computing needs through approximately May 2027.

Role Overview

This onsite position in Tyler, TX provides technical assistance to support end users. The specialist will identify, research, and resolve hardware and software problems, while documenting activity in the service desk environment and using advanced tools to support remote locations.

Responsibilities

• Provide PC hardware and software support through email, phone, and other electronic channels.
• Partner with end users to analyze, troubleshoot, and resolve hardware and software issues and some basic network support concerns.
• Assist clients in using campus computing resources, including virtual desktop infrastructure.
• Install, administer, and troubleshoot computer hardware, software, and peripherals both onsite and remotely.
• Support instructional and special events by scheduling media/IT needs and providing AV hardware on and off campus.
• Maintain call logs and solutions in the Service Desk database.
• Use a range of advanced tools to support remote locations.
• Deliver customer care in a fast and efficient manner.

Required Qualifications

• Associate’s degree in a computer-related discipline.
• One year of experience as an IT service desk specialist.
• Experience working in a team environment.
• Experience with Apple or Mac computers and common end-user tools and devices, including email, internet, printers, PCs, mobile devices, and tablets, as well as Microsoft Office and utility software.
• Excellent reading, writing, and English-speaking skills.
• Class C driver’s license required.
• Knowledge of current network experience and PC technology.
• Experience with Virtual Desktop Interface.
• Ability to pass CJIS background check.
• Temporary role ending May 31, 2027.

Preferred Qualifications

• One year of network experience.
• Networking certification.

Technologies and Tools

• Microsoft Windows 8 and Microsoft Windows 10
• Microsoft Office 2016, Microsoft Office 365, and Microsoft Office 2019
• Service Desk database
• Virtual desktop infrastructure and Virtual Desktop Interface
• Media/IT support and AV hardware
• Integrated Voice Response/IP Call Manager system

Competencies

• Collaboration and teamwork
• Customer service and interpersonal skills
• Computer software skills and data analysis
• Decision-making, problem-solving, and internet research
• Organizational skills, time management, and multi-tasking
• Written communication and typing/word processing
• Presentation/public speaking, leadership, negotiation, math skills, and project management

Work Schedule and Environment

• Regular work required outside of normal business hours.

Physical Demands

• Sitting, walking, standing, lifting, and driving.

Travel Requirements

• Yes, minimal travel.
• If travel is required, maintain a current valid driver’s license and an acceptable driving record.

Supervisory Responsibilities

No direct supervision.

Additional Job Notes

• This job description is not intended to be comprehensive. Duties and responsibilities may change with or without notice.
• Will have contact in person, by email, or by phone with staff, students, and the general public.
• Must demonstrate sensitivity and understanding of diverse academic, socio-economic, cultural, and ethnic backgrounds, including students and staff with disabilities.
• Regular and punctual attendance is an essential function of each employee.

Security Statement

This is a security-sensitive position. Candidates will be subject to a criminal background check.