Technical Support Specialist

1 month ago

Daytona Beach, Florida, United States Bethune-Cookman University Full time
Job Title: Tech Services Technician (Help Desk)

Job Summary:

The Tech Services Technician will serve as the primary point of contact for users requesting technical assistance. This role requires a strong technical background and excellent interpersonal communication skills to interact with students and employees via various channels.

The successful candidate will be responsible for managing help desk tickets, troubleshooting technology issues, and providing technical support for a dynamic BYOD environment. This includes supporting Windows 10, macOS, iPhones, Androids, printers, and smart classrooms.

The Tech Services Technician will also be responsible for installing, making changes, and repairing computer hardware and software, as well as diagnosing and resolving technical issues. Additionally, they will support inquiries involving Microsoft Office, email, and file management.

Duties/Responsibilities:

  • Manage help desk tickets in a timely manner
  • Troubleshoot technology in the Smart Classroom
  • Communicate with end-users via phone, email, chat, or in person
  • Document interactions in the help desk ticketing system
  • Install, make changes, and repair computer hardware and software
  • Diagnose and resolve technical issues
  • Support inquiries involving Microsoft Office, email, and file management
  • Develop an understanding of the technical environment and escalate issues when necessary
  • Assist with login or SSO issues
  • Ability to manage/deploy OS and program software updates
  • Fluency with VMware VDI Infrastructure
  • Proficiency in enrolling and managing Mac OS using JAMF/Meraki MDM cloud portal
Preferred Skills, Experience and Education:

  • 2+ years of experience in a helpdesk style role
  • Experience with Windows 10 and macOS
  • The ability to perform troubleshooting and email setup on iPhone and Android devices
  • Experience with troubleshooting Windows 10 in an enterprise domain environment
  • Basic understanding of group policy and basic group policy troubleshooting
  • The ability to troubleshoot and fix technology hardware issues
  • The ability to be on call as needed and to work nights and weekends when necessary
  • Detail oriented and highly organized
  • Ability to diagnose and resolve basic computer technical issues
  • Open-minded to learning and adapting new technology

This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job.

The University does not discriminate on the basis of race, color, national and ethnic origin, sex, retaliation, marital status, religion or disability, or any other applicable local, state or federal regulation.

Inquiries regarding provisions for persons with disabilities, equal employment opportunity and Title IX matters should be directed to the Office of Human Resources at

The university reserves the right to modify job descriptions at any time in its' attempts to improve the operations of the university

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