The Role
Provide frontline IT support for faculty, staff, and students: troubleshoot Windows, macOS, iOS/iPadOS and Office 365; manage classroom AV and workstations; create documentation; escalate complex issues; recommend/test hardware and software; and train non-technical users while enforcing IT policies.
Summary Generated by Built In
Job Summary
The Computer Analyst, Tier 1 is responsible for providing excellent customer service to the faculty, staff, and students of DTS. This individual will be involved in frontline communication with DTS through answering phones and in-person requests and be responsible for understanding correct elevation protocol to more advanced technicians. They will likewise support, configure, recover, and manage the Windows, Apple and Mobile infrastructure, and classroom technology, with an emphasis on all Office 365 products. These systems support more than 500 employees and 2600 students in a demanding academic environment. It is the responsibility of the Computer Analyst to help foster quality technical services within the entire Information Technology department.
Duties/Responsibilities
- Provide excellent customer service to the DTS family (faculty, staff, students, alumni)
- Help ensure that IT policies and standards are observed.
- Install, administrate, monitor, and triage technology products, including Windows and Apple devices, Classroom AV equipment, and various other proprietary devices.
- Create and maintain IT documentation.
- Work with the IT staff community to analyze and resolve problems associated with technical issues.
- Escalate support for unresolved helpdesk issues.
- May test and recommend new procedures, software, and hardware.
- Train non-technical users to teach and equip the DTS family to utilize technology effectively.
- Other tasks as directed by DTS management and IT department personnel.
- Must display the ability to learn from others and listen to the input of team-members.
- Able to manage own projects efficiently and press towards goals without needing oversight.
- Able to listen to the problems of DTS family and help offer solutions.
- Able to communicate with respect and value for each member of the DTS family.
- Able to calmly identify problems through observation and questions and come up with solutions using all the tools at one’s disposal.
- Knowledge of Operating Systems: This primarily includes Windows 10 and 11, MacOS (from Big Sur to present), iPadOS, and iOS.
- Knowledge of Software: Understanding of Office 365 products as a skilled end-user.
- Hardware Proficiency: Ability to configure and organize staff workstations with an understanding of peripherals, power, and data connections.
- Basic Understanding of Cybersecurity: Understands key signs of what is legitimate, and what is likely a security risk when browsing the internet or receiving emails.
- Additional attributes include taking ownership, prioritizing, emotional fortitude, and resilience.
Education and Experience
- Administrative experience with one OS upgrade requested.
- Experience servicing MAC and PC hardware requested.
- At least two years related experience requested.
Physical Requirements
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 30 pounds for short periods.
- Must be able to stand on a ladder.
- Must be able to perform classroom maintenance.
Skills Required
- Ability to learn from others and accept team input
- Manage own projects efficiently with minimal oversight
- Effective, respectful communication with faculty, staff, students
- Calm problem identification and resolution using available tools
- Knowledge of Windows 10 and Windows 11
- Knowledge of macOS (Big Sur and newer)
- Knowledge of iPadOS and iOS
- Skilled end-user knowledge of Office 365 products
- Ability to configure and organize staff workstations and peripherals
- Basic understanding of cybersecurity and phishing/security risk indicators
- Administrative experience including at least one OS upgrade
- Experience servicing Mac and PC hardware
- At least two years of related experience
- Ability to perform classroom maintenance, lift up to 30 pounds, and climb ladders
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The Company
What We Do
Dallas Theological Seminary is a non-denominational evangelical seminary founded in 1924, dedicated to equipping godly servant-leaders for the proclamation of God's Word and the building up of the body of Christ worldwide.
