Technology Help Specialist

• Remote, but must be located within commuting distance of a University of Minnesota Campus (Twin Cities, Duluth, Morris, Crookston, or Rochester)* About the Job The Technology Help Specialist provides high quality technical assistance to the University’s diverse community of students, faculty, and staff. As a primary point of contact for the University’s central help desk, you will be responsible for resolving a wide array of technical issues ranging from account access to enterprise software support. This role is ideal for someone who thrives in a fast paced environment and enjoys the puzzle solving aspect of IT. This role is primarily a remote position with onsite requirements as needed. Responsibilities: Tier 1 Technical Support (70%)

• Initial Point of Contact: Tier 1 supports receiving user inquiries via phone, email, chat, or self-service portal.
• Troubleshooting: Using internal knowledge base articles and other provided training materials and resources, you will diagnose and resolve issues related to University-wide applications, including (but not limited to) Canvas (LMS), Google Workspace, WiFi connectivity (eduroam), and Duo Security (MFA).
• Account Management and Resolution: Assist with password resets, Internet ID management ,software installations, printer connectivity issues, and University account provisioning with a focus on first-call resolution.
• Incident Logging & Categorization: Document all incidents and service requests in the IT Service Management (ITSM) tool.
• Escalation: Smoothly transferring complex, unresolved, or high-priority incidents to Tier 2 or Tier 3 specialists within agreed-upon service levels (SLAs).

Analysis & Continuous Improvement (20%)

• Trend Identification: Analyze incoming ticket data to identify recurring technical issues or service outages and escalate to Tier 2/3 teams as necessary.
• Knowledge Base Contribution: Draft and update internal knowledge base articles.
• Process Optimization: Provide feedback on call center workflows and scripts to improve First Contact Resolution rates.

Professional Development & Coordination (10%)

• Technical Training: Stay current with emerging University technologies and security protocols.
• Collaboration: Participate in team meetings and contribute to a supportive, inclusive team culture.

Qualifications

Required Qualifications:

• Bachelor’s degree OR a combination of education and relevant work experience to equal four years.
• Customer service experience.
• Exposure to and interest in technology.
• Excellent verbal and written communication skills.
• Action-oriented with an ability to adapt based on a dynamic environment.

About the Department The Office of Information Technology (OIT) is the University's central IT unit and provides enterprise-level technologies and services that are broadly consumed, core to central administrative business operations, and tend to offer substantial economies of scale. We are part of a larger ecosystem of IT professionals who work in academic and support units systemwide. Local or collegiate IT units often offer discipline-specific, niche, and complementary services to the OIT central services. Pay and Benefits Pay Range: $47,000 - $51,000; depending on education/qualifications/experience Time Appointment: 100% Appointment Position Type: Civil-Service & Non-Faculty Labor Represented Staff Please visit the Office of Human Resources website for more information regarding benefit eligibility. The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

While our salary ranges provide a framework, it is important to note that most of the time, the initial pay may not reach the maximum of the range. This approach ensures that compensation reflects the value and unique contributions of each candidate while maintaining equity within our organization. As part of our commitment to fair and equitable compensation, please be aware that the salary offered to incoming candidates will be based on their individual credentials and experience. Apply tot his job Apply To this Job