Information Technology - Deskside Support Technician

As the second-largest 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 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. More than 10,000 students attend the University’s eight colleges and schools: College of Arts & Sciences; School of Communication, Media & the Arts; School of Social Work; School of Computer Science & Engineering; College of Health Professions; the Isabelle Farrington College of Education & Human Development; the Jack Welch College of Business & Technology 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 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 390 Colleges: 2025 Edition, and Best Business Schools: 2024 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. www.sacredheart.edu

Position Summary

To create a positive experience for all end-users. To maximize operational readiness and provide technical support for all computer labs and desktop computers. Resolve customer issues by escalating or troubleshooting hardware, software, and network connectivity. 

Principal Duties & Responsibilities

• To create a positive experience for all end users.
• Provide customer service and/or troubleshoot hardware, software, and network connectivity issues with customer laptops and desktops (where and when applicable). 
• Ensure all academic software is installed and functional in computer labs and classroom computers. 
• Maintain spare parts and desktop inventory (where and when applicable).
• Order parts from supported vendors (where and when applicable). 
• Provide technical training to the community on equipment usage (where and when applicable). 
• Produce documentation related to equipment installation, troubleshooting, and desktop issuing (where and when applicable).
• Support all workstations issued to faculty, staff, and administrators (where and when applicable). 
• Distribute and support anti-virus and data-integrity operations for all client PCs (where and when applicable). 
• Coordinate with the Help Desk and Call Center to troubleshoot desktops, peripherals, and cabling (where and when applicable). 
• Provide recommendations on employee computer upgrades or solutions (where and when applicable). 
• Maintain asset inventories (where and when applicable). 
• Provide support and guidance to student workers (where and when applicable). 
• Other duties as assigned. 

Knowledge, Skills, Abilities & Other Attributes 

• Bachelor’s degree in computer science or related technical field preferred.
• 2+ years of 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, and Microsoft Office Suite (Word, Excel, Access, Outlook, Teams). 
• Experience with project management software.
• Good knowledge of current CPUs, chipsets, bus configurations, and peripheral technologies required (where applicable). 
• A+, Network+, MCP, or any other industry certifications are a plus. 
• Familiarity with TCP/IP and subnet masking is a plus.
• Familiarity with CATV, MATV, and fiber-based simplex transmission methods is a plus. 
• Excellent organizational skills.
• Mature sense of responsibility and judgment. 
• Good interpersonal skills in dealing with a diverse community.
• Experience with A/V equipment and repairs a plus.
• Technical audio-visual certifications are beneficial. 

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.