Desktop Support Specialist

Department

HUM Staff: Div Admin PA - Computing – Desktop Admin

About the Department

The Division of the Humanities comprises 19 degree programs across 16 departments and committees, with approximately 800 students from around the world enrolled in PhD, MFA, and MA programs. Dynamic and dedicated staff in the Division provide the essential infrastructure needed to support faculty, students, and one another, fostering collaboration, enhancing innovation, and ensuring the Division’s success. Humanities Computing provides innovative technology services, user support, and computing resources to meet the academic and administrative needs of the Division.

Job Summary

The Desktop Support Specialist provides hands-on technical and maintenance support for faculty, staff, and students within the division. This role is responsible for diagnosing and resolving hardware and software issues, optimizing computing resources for efficiency and compliance with divisional and University policies, and providing user support for a range of technology-related challenges. Additionally, the Specialist collaborates with faculty and staff to evaluate and procure computers and equipment, ensuring that purchases align with research, teaching, and administrative needs and oversees the procurement and negotiation of computer hardware and software purchases to ensure cost-effective, high-quality solutions.

Candidates, please upload all required documents (resume and cover letter) to be considered. This postion requires an on-campus presence.

Responsibilities

• Provides prompt and effective technical assistance to division faculty, staff, and students for desktop, laptop, and peripheral devices. 
• Diagnoses and troubleshoots hardware and software issues, including operating systems, applications, and network connectivity. 
• Assists in the installation, configuration, and maintenance of computers, printers, and other technological equipment. 
• Collaborates with faculty and staff to evaluate and procure computers and equipment, ensuring that purchases align with research, teaching, and administrative needs while adhering to budget constraints, IT standards, and procurement policies. 
• Leads the procurement process for computers and other equipment for faculty and staff, including researching options, negotiating pricing and terms with vendors, and ensuring cost-effective purchases that align with the budget. 
• Manages the full lifecycle of technology resources by tracking purchases, maintaining inventory records, monitoring replacement schedules, and ensuring timely upgrades to support operational efficiency. 
• Conducts one-on-one or group training sessions to users on effective use of technology and software applications. 
• Addresses user inquiries and provide solutions in a timely manner through various communication channels. 
• Works closely with other IT staff to resolve complex technical issues and implement new technologies. 
• Participates in departmental meetings and provide feedback on ways to improve IT services and support. 
• Works alongside a team of 5–10 student Technical Support Assistants, serving as a senior colleague by providing guidance, training, and support. Assist students with more complex troubleshooting and service requests. 
• Creates and maintains technical documentation including user guides, FAQs, and troubleshooting procedures. 
• Logs and documents all support activities, incidents, and resolutions in the help desk ticketing system. 
• Performs regular software updates, security patches, and system backups to ensure data integrity and security. 
• Monitors and maintains inventory of computing equipment and related resources. 
• Assists in technology-related projects and initiatives, ensuring the successful deployment and integration of new systems. 
• Provides input on the development of IT policies and procedures. 
• With some direction, performs a varie