Technology Help Specialist

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. 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. 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. Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Required application materials:

resume and cover letter. Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section. To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647. The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds. The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the

U:

http://diversity.umn.edu Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment. The University of Minnesota, Twin Cities (UMTC) The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations. At the University of Minnesota, we are proud to be recognized by Forbes as a Best Employer for Company Culture (2026), Best Employer for Women (2023), and Best Employer by State (2022-2026). In 2026, we also received Culture Excellence & Industry Awards recognition for employee appreciation and work-life flexibility.