Technology Specialist I

Job description

Requisition Information

Posted with Limited AccessNoLimited Access Period Ending DateTitleTechnology Specialist IPosting NumberS01465Full-Time/Part-TimeFull-timeTypical Hours Per Week38.75Regular, Temporary or TermRegularIf temporary or term, enter anticipated end dateBenefits Eligible?YesHourly/SalariedHourlyGradeSP1BHiring Minimum$23.44DepartmentInfo. Technology Svcs.LocationMiddlebury, VT CampusHire contingent upon successful completion of the following post-offer screeningCriminal Background CheckPosition Summary

The Technology Specialist 1 provides front line technology support to the faculty, staff and students of Middlebury College. This position receives, diagnoses and either resolves or escalates users problems and questions regarding operating systems and hardware, software applications, media equipment and services, web services, ERP and other administrative systems.

The Technology Specialist 1 position works in a wide range of settings including: call center, walk-in desk, and service request area and will handle requests specific to their workgroup. This position will serve as part of a collaborative work team that will provide a welcoming, courteous, and easy to navigate suite of technology services and resources. Particularly, User Services will provide services in the following areas: user education, general support and distribution of information and presentation tools, and event/classroom support. This position will assist with service introductions and map out planning for ongoing service support. She/he will contribute her/his individual skills and expertise as needed in order to help the team achieve its objectives. Every member of User Services will communicate professionally, clearly, and in a manner appropriate to their internal and external customers.

Essential Functions

Offer is contingent upon successful completion of a criminal background check.

Earliest anticipated start date is September 1, 2020.

Primary Responsibilities:

  • Requests for technical support from faculty, staff and students are promptly and reliably received and acknowledged, with a majority resolved on first contact.
  • Issues not resolved on first contact are researched using the knowledgebase and web resources. All steps are fully documented and unresolved issues are escalated properly.
  • Communication with other work areas is effective, ensuring optimal productivity and service to partners, users and the institution.
  • Fluency with most standard hardware, software and network configurations in use at the College is maintained.
  • Support systems and services are actively analyzed, evaluated and developed as part of a team-based group.
  • An accurate and complete hardware and software inventory is maintained.
  • External user and internal Helpdesk documentation is accurate and comprehensive.
  • Faculty and staff are oriented in the use of new and/or upgraded Windows and Macintosh desktop computing systems, including operating systems and application use.
  • Other duties are performed as assigned to assist the department in achieving and maintaining its mission.
  • Work cooperatively with others and accept direction from supervisors

Key Relationships:

  • With all members of the User Services team and student workers
  • With internal and external customers
  • With the ITS departmental staff, stakeholders, and partners

Key Principles:

  • Information Services is part of an educational community and shares in the responsibility for supporting teaching and learning as part of the College mission.

We are committed to the following.

  • Proactive, responsive, respectful customer service
  • Opportunities and expectations for employee development
  • Collaboration within the organization, across the college, and beyond
  • Effective and open communication
  • Understanding the work of our customers

Expected Outcomes:

  • A consistently high level of user satisfaction with the services provided by User Services
  • A well-supported and productive staff.
General Responsibilities

Other duties as assigned.

Education

Bachelor’s degree or equivalent with broad liberal arts knowledge and strong customer service experience.
HDI (Helpdesk Institute) HDA certification or equivalent.

Knowledge, Skills and Abilities

Working knowledge of Windows and Macintosh hardware, operating systems and applications required. Working knowledge of the Internet and electronic communications software required. Technical troubleshooting skills to assess an issue reported to provide possible solutions.

Experience

2-5 years of progressively responsible experience in a customer service role, preferably in a information services setting. Ability to communicate with both technical and nontechnical personnel in a results and customer service-oriented manner is essential. Ability to work successfully in a team-oriented environment, responding to rapidly changing demands. Must handle pressure gracefully.

Physical Demands

Some lifting required.

Close DateOpen Until FilledYesSpecial Instructions to Applicants

Offer is contingent upon successful completion of a criminal background check.

Earliest anticipated start date is September 1, 2020.

Recommendation Letter RequirementsSupplemental Questions for Posting

Required fields are indicated with an asterisk (*).

  1. How did you hear about this employment opportunity?
    • Middlebury web site
    • Email Job Alert
    • LinkedIn
    • Employee Referral
    • Newspaper advertisement
    • Indeed.com
    • Vermontjoblink.com
    • Newenglandherc.org
    • Insidehighered.com
    • Higheredjobs.com
    • Hispanicsinhighered.com
    • Blacksinhighered.com
    • Asiansinhighered.com
    • Other
  2. * How did you hear about this employment opportunity?
    • Middlebury website
    • LinkedIn
    • Employee Referral
    • Newspaper advertisement
    • Indeed
    • Vermont JobLink
    • new-england.hercjobs.org
    • Inside Higher Ed
    • HigherEdJobs
    • Diverseeducation.com
    • Facebook
    • Google Ads
    • Craigslist
    • Seven Days
    • Other
  3. * If you learned of this employment opportunity from a source other than what is mentioned above, please list it here.

    (Open Ended Question)

Applicant DocumentRequired Documents
  1. Cover Letter
  2. Resume/C V
Optional Documents

     

     

     

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    Job No:
    Posted: 8/27/2020
    Application Due: 9/18/2020
    Work Type:
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