The mission of The University of Bridgeport is to promote academic excellence, personal responsibility, and commitment to service. Distinctive curricula in an international, culturally diverse supportive learning environment prepare graduates for life and leadership in an increasingly interconnected world.

Position Description Summary/Purpose

The University of Bridgeport is currently seeking an energetic and technical customer service-oriented Desktop Support Specialist to be based on its Bridgeport, Connecticut campus. This individual will report to the IT Technical Director and will work with a team of specialists in support of all faculty, staff, and students using PC’s, mobile devices and telephone systems owned by the University of Bridgeport. The critical responsibility of this individual is to provide responsive, professional, knowledgeable and excellent incident resolution to clients while following established protocols.

Essential Job Functions/Primary Responsibilities

• Provide responsive, professional, knowledgeable and excellent support to users experiencing problems with technology and associated systems.
• Provide technical, operations, and training support to users either remotely, by telephone or on-site relative to PC hardware and software packages.
• Identify, research, and resolve technical problems. Perform hardware diagnostics and coordinate repairs.
• Maintain IT asset inventory and life cycle, from deployment to decommissioning.
• Support, monitor, test, and troubleshoot hardware and software problems, perform manual/automatic backups as needed.
• Document all incidents reported by users via an incident management system (Dynamics 365).
• Create documentation for use by the technology team and for user training purposes.
• Educate the users on the best use of technology through formal and informal educational sessions.
• Occasional travel to the other campuses may be required, as are occasional after-hours support and on-call response.
• Must be able to lift 40 pounds and pull a cart.
• Images and deploys computers for new hires and upgrades.
• Conducts all work in a safe manner and all work safety practices are followed.

Other Functions

• Performs similar or related work as required, directed or as situation dictates.
• Continues professional development and training; keeps current with trends.
• Assists other department staff as needed to promote a team effort.

Knowledge, Ability and Skill

• Demonstrated commitment to developing and fostering best practices and policies to promote diversity, equity, and inclusion, and build an environment in which all members of the University community are treated with respect and dignity.
• Windows 10 and 11, Mac OS 14, Active Directory, Office 365, Teams, Adobe Acrobat, Microsoft Intune.
• Understanding of basic networking technology, hardware, and software configuration of printers, PC workstations, laptops, tablets, and other similar peripheral equipment.
• The ability to communicate information and ideas so other non-technical individuals will understand.
• Excellent organizational and follow-up skills with strong attention to detail are required.
• Must be able to work independently and be a productive member of a team.
• Onsite Monday – Friday 8:30 AM to 5 PM, some limited weekends.
• High energy and enthusiasm with the ability to thrive in a rapidly changing environment.

Qualifications

Minimum Required Qualifications:

Bachelor’s degree in computer science or related field. 2+ years of experience in PC/laptop troubleshooting of Windows. Mac is a plus not required.