Applications Support Technician jobs in Fairfield, CT

About Sacred Heart University:

As the second-largest independent Catholic university in New England, and one of 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 nearly 90 undergraduate, graduate, doctoral and certificate programs on its Fairfield, Conn., campus. Sacred Heart also has a campus in Dingle, Ireland, and offers online programs. More than 10,000 students attend the University's nine colleges and schools: Arts & Sciences; Communication, Media & the Arts; Social Work; Computer Science & Engineering; Health Professions; the Isabelle Farrington College of Education & Human Development; the Jack Welch College of Business & Technology; the Dr. Susan L. Davis, R.N., & Richard J. Henley College of Nursing; and St. Vincent's College. Sacred Heart stands out from other Catholic institutions as it was established and led by laity. The 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 388 Colleges-2023 Edition, and Best Business Schools-2023 Edition. Sacred Heart is home to the award-winning, NPR-affiliated radio station, WSHU, a Division I athletics program and an impressive performing arts program that includes choir, band, dance and theatre. www.sacredheart.edu

View SHU's Faculty Experts Here

Job Description:

Supervise the IT Service Desk student workforce. Ensure that all technical issues are resolved or escalated appropriately by the call center and help desk teams. Implement processes to ensure continuous improvement of services provided to the community. Provide training and guidance for the Service Desk student workforce. Support the adoption of Information Technology Infrastructure Library (ITIL) practices to standardize the operation and provide a positive customer service experience.

PRINCIPAL DUTIES & RESPONSIBILITIES:

• Manage student workforce with a campus-wide responsibility for all level one technical support needs.
• Monitor trends, identify systemic issues to proactively support the community.
• Address technical issues, questions, and requests with customer devices, university devices, supported services, and applications.
• Show advanced knowledge and understanding of the university IT systems, applications, and processes.
• Work collaboratively with IT colleagues to ensure efforts are well coordinated and effective communication is maintained.
• Partner with Manager and IT colleagues to review existing service level agreements for services the IT department provides to the community.
• Perform on-site visits to offices, classrooms, presentation spaces, and other spaces to provide troubleshooting, issue resolution, information gathering, and escalation related to networking, audio-visual, and other classroom equipment.
• Resolve level one incidents that need escalated permission privileges (multifactor authentication resets, learning management system, active directory, etc.).
• Determine goals for student call center and help desk team and conduct regular performance reviews.
• Publish, update, and maintain "How To" and "Troubleshooting" guides for the SHU community as required.
• Develop and maintain training solutions for the student call center and help desk team to prepare the personnel to resolve level one issues and escalate appropriately.
• Establish and deploy a process for measuring success of the training solutions and customer satisfaction.
• Maintain student schedules, manage timesheets, and ensure staff coverage for standard operations.
• Identify training and service opportunities to increase knowledge scope of student team.
• Review and improve event management processes including onsite support assistance.

Requirements:

Must be available to work certain weekends and evenings at various times throughout the year.

KNOWLEDGE AND SKILLS NEEDED:

• Bachelor's degree in computer science or related technical field preferred
• 2 years' work experience as a computer technician preferred (where applicable)
• Experience troubleshooting hardware, software, and network connectivity issues on laptop/desktop computers (where applicable)
• Strong customer service and problem-solving skills required.
• Experience required with current operating systems and software such as: Windows 10/11, MacOS X, Microsoft Office Suite (Word, Excel, Access, Outlook, Teams)
• Computer proficiency with MS office, Windows operating systems, Mac OS, email, project management software.
• Excellent organizational skills
• Mature sense of responsibility and judgment.
• Good interpersonal skills

Additional Information:

Statement of Personal & Organizational Responsibility for Inclusive Excellence

Inclusive Excellence is the recognition that our institution's success is dependent on how well we value, engage, and include the rich diversity of students, staff, faculty, administrators, alums, and surrounding community. It is a mastery of inclusion that fosters a consistent sense of belonging. Inclusive Excellence is aspirational and is the pillar that guides the mission, vision, and function of this unit.

To achieve Inclusive Excellence, our personal and organizational responsibilities are to:

• Actively promote a collegial environment and consciously apply our mission and values to create a culture of inclusion and belonging; a safe space where all may thrive and succeed.
• Participate in educational and developmental activities to increase awareness and competencies of issues related to diversity, equity, inclusion, and belonging; apply that understanding to guide your approach to all aspects of your job and the community as a whole.
• Demonstrate that we are "Stronger Together" as described in the Office for Inclusive Excellence statements.

Application Instructions:

Please apply online, faxes and emails will not be accepted. A cover letter is appreciated.

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.