FTE - Help Desk Technician

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

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

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

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

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

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

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

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

• Associate degree in Information Technology, Computer Science, or a related field preferred.
• Equivalent combination of education, certifications, and experience may be considered.

• 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.

• ITIL 4 Foundation
• CompTIA A
• CompTIA Network
• Microsoft Fundamentals certifications
• Other relevant industry certifications

• 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.

• 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.

• 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.

• 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.

• 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.

Salary : $45,000 - $55,000