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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technology Help Specialist - **Company:** University of Minnesota - **Location:** Minneapolis, MN, United States (Remote available) - **Salary:** $47,000.0 - $51,000.0 - **Contract:** Temporary contract - **Skills:** Learning Management Systems, Identity and Access Management, Wi-Fi Technology, Data Logging, Enterprise Software Applications, Gsuite, 3-tier Architectures - **Published:** August 1, 2026 - **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/17771990?backUrl=%2Fcareer%2F17771990%2FTechnology-Help-Specialist-Minnesota-Minneapolis ## About the Role * 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. ## Description 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., 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. ## Related Videos - [You’re a great coder? 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