FTE - Help Desk Technician

Position Summary

The IT Help Desk Technician serves as the primary point of contact for technology support at Dallas Theological Seminary (DTS). This position provides exceptional customer service and technical assistance to faculty, staff, students, and alumni while supporting the Seminary's mission through reliable and secure technology services.

Working within the ITIL 4 Service Management framework, the Help Desk Technician is responsible for managing incidents, fulfilling service requests, maintaining accurate documentation, contributing to continual improvement initiatives, and ensuring that technology services deliver value to the DTS community. The technician promotes a service-oriented culture focused on customer experience, collaboration, knowledge sharing, and continuous learning.

Essential Duties and Responsibilities

Incident and Request Management

• Serve as the first point of contact for users seeking technical assistance.

• Log, categorize, prioritize, and resolve incidents and service requests using the Seminary's IT Service Management (ITSM) platform.

• Restore normal service operation as quickly as possible while minimizing disruption to users.

• Escalate incidents and requests to appropriate support teams according to established procedures.

• Monitor open tickets and provide timely communication and status updates to customers.

• Meet established service level objectives (SLOs) and service level targets.

Customer Service and User Support

• Deliver outstanding customer service consistent with DTS's commitment to Christian servant leadership.

• Provide support for desktop, laptop, mobile, classroom, collaboration, and productivity technologies.

• Assist users with Microsoft 365 applications, Teams, email, printing, authentication, and related technologies.

• Educate users on technology best practices and available IT services.

• Maintain professionalism, empathy, and patience when assisting users with varying technical skill levels.

Knowledge Management

• Create, maintain, and improve knowledge base articles, troubleshooting guides, and user documentation.

• Document resolutions and workarounds to support organizational knowledge sharing.

• Contribute to the continuous improvement of self-service resources.

• Promote knowledge-centered service practices that improve service efficiency and consistency.

Asset and Configuration Support

• Assist with deployment, setup, maintenance, and replacement of endpoint devices and peripherals.

• Update and maintain accurate inventory and asset records.

• Follow established procedures for device imaging, provisioning, and lifecycle management.

• Support configuration management efforts by ensuring technology assets are properly documented.

Security and Compliance

• Follow DTS security policies, procedures, and standards.

• Assist with identity verification and access-related support requests in accordance with established controls.

• Recognize and report potential security incidents, phishing attempts, and policy violations.

• Support compliance initiatives related to institutional, regulatory, and information security requirements.

• Maintain confidentiality of sensitive institutional information.

Continual Improvement

• Identify recurring issues and recommend improvements to reduce ticket volume and improve service quality.

• Participate in service reviews, process improvement initiatives, and team training activities.

• Support the ITIL 4 Continual Improvement practice by contributing ideas that enhance user experience, operational efficiency, and service reliability.

• Participate in post-incident reviews and lessons-learned activities as assigned.

ITIL 4 Service Management Responsibilities

This position actively supports the following ITIL 4 practices:

Incident Management

• Restore service quickly following interruptions and ensure proper documentation and escalation.

Service Request Management

• Fulfill service requests efficiently while maintaining a positive customer experience.

Service Desk

• Act as the primary engagement channel between users and the Information Technology department.

Knowledge Management

• Capture, share, and maintain organizational knowledge to improve support effectiveness.

Monitoring and Event Management

• Identify and report recurring technology issues and service-impacting events.

Information Security Management

• Support secure technology operations and compliance with established security requirements.

Continual Improvement

• Contribute to ongoing improvements in services, processes, knowledge resources, and customer satisfaction.

Education

• Associate degree in Information Technology, Computer Science, or a related field preferred.

• Equivalent combination of education, certifications, and experience may be considered.

Experience

• One to three years of experience in a help desk, service desk, desktop support, or related IT support role preferred.

• Experience supporting Microsoft 365 environments preferred.

• Experience using an ITSM platform preferred.

Certifications (Preferred)

• ITIL 4 Foundation

• CompTIA A+

• CompTIA Network+

• Microsoft Fundamentals certifications

• Other relevant industry certifications

Knowledge, Skills, and Abilities

Technical Skills

• Microsoft Windows and Microsoft 365 administration and support.

• Desktop and laptop hardware troubleshooting.

• Mobile device support.

• Active Directory and/or Microsoft Entra ID fundamentals.

• Basic networking concepts and troubleshooting.

• Endpoint management technologies.

Service Management Skills

• Understanding of ITIL 4 principles and service management concepts.

• Ability to prioritize work effectively in a ticket-driven environment.

• Strong documentation and knowledge-sharing skills.

• Ability to follow established processes and procedures.

Interpersonal Skills

• Strong customer service orientation.

• Excellent verbal and written communication skills.

• Ability to build positive working relationships.

• Strong problem-solving and analytical thinking skills.

• Ability to work independently and collaboratively within a team environment.

Physical Requirements

• Ability to sit, stand, walk, and use computer equipment for extended periods.

• Ability to lift and move technology equipment up to 30 pounds.

• Ability to travel between DTS locations as required.

Spiritual and Cultural Expectations

• Demonstrates a personal commitment to the mission, values, and doctrinal position of Dallas Theological Seminary.

• Maintains professional conduct consistent with DTS community standards.

• Supports a Christ-centered culture through servant leadership, humility, integrity, and excellence in service.

• Treats all members of the DTS community with dignity, respect, and compassion.