Professional/Administrative

ITS Technology Support Specialist

Full Time

Dean of the Faculty

Information Technology Services - Engagement and Support

Colgate University is seeking an organized, motivated person for an IT Support Specialist position. This position provides the opportunity to coach a group of diverse students to grow a high-performance team.

ITS endeavors to foster an inclusive environment that values diversity, professional development, creativity, and innovation to support the growth of individuals and the organization. Under the leadership of the CIO, ITS is embarking on a strategic planning process to align services and resources with several exciting new initiatives identified in Colgate’s Third Century Plan.

The Engagement and Support team is the primary point of contact for our community and we strive to enhance the productivity of our user communities by empowering them through making information and tools accessible to them. In this role you will work closely with other IT Support Specialists and our hardware installation team to support our students, staff, and faculty and work with the rest of the IT teams as escalations and projects require.

We’d love to hear from you – even if you do not meet 100% of the preferred/desired qualifications.

Under general direction, the ITS Technology Support Specialist provides broad scope system and service support to students, staff, and faculty of the Colgate community in furtherance of the strategic mission of the university. The ITS Technical Support Specialist may also participate in regularly scheduled or limited scope projects as assigned. Provide services as a member of the Service Desk staff including, but not limited to:
• Serve as the first point of contact for customers seeking technical assistance over the phone, or email (and in-person interactions).

• Perform remote troubleshooting through diagnostic techniques and pertinent questions.

• Provide client follow up as necessary, reply using email, phone, and ensure proper recording, documentation, and closure for all issues.

• Utilize customer service skills to meet business goals and objectives and end-user needs. Ensure a high level of client satisfaction through frequent and clear communication on all work orders.

• Manage the technical assignments and activities of a diverse team of student workers and cooperative work/study employees, and provide training and leadership to them as necessary.

• Create and maintain documentation on internal procedures and document various department activities as assigned.

• Maintain general awareness of advances and current trends in technology. Research issues and resolutions to technical problems. Acquire and maintain technical knowledge through reading, self-paced training, computer-based training or video-based training, courses, seminars, and other methods as necessary.

Desktop/Mobile/AV

Demonstrated knowledge of platforms and images deployed across the University sufficient to most support issues arising on campus. Knowledge sufficient to solve most issues and problems related to same. Demonstrated knowledge sufficient to perform as tier 3 support for all desktop, mobile and AV issues and installations. Expertise in hardware, software and networking as relates to specific platforms.

Events/AV

Demonstrated ability to understand user needs and translate those to specific technical support/installation requirements.

Diagnostics

Demonstrated ability to diagnose issues, identify root cause and recommend appropriate remediation steps. Demonstrated ability to know how and when to engage additional expertise within ITS

Customer Service

Displays empathy and patience with users of all levels of sophistication. Can successfully support highest profile users on campus. Demonstrated ability to consistently follow through with solutions and information for all types of users. Demonstrated ability to diffuse the most challenging situations and remain calm and focused. Demonstrated ability to assess user sophistication and communicate (oral and written) with customers in an appropriate level of detail. Always conveys confidence to the user in ITS ability to solve issues.

Project Management

Demonstrated ability to lead projects with 3+ staff resources, develop project plans, develop requirements, and coordinate across teams. Project plans subject to approval by more senior staff.
Demonstrated ability execute subsets of complex projects managed by others in a matrixed environment.

Personal Accountability for Results

Takes responsibility for decisions, performance, and outcomes; behaves in a responsible manner with a positive attitude; shows self-awareness and openness to feedback.

Effective Communication

Demonstrates effective written and oral communication skills; shares information and seeks input from others; adapts communication to diverse audiences; protects private and confidential information.

Problem Solving and Decision Making

Analyzes and prioritizes situations to identify and solve problems; generates solutions to improve efficiency and quality; involves others in solving problems and making decisions; factors organizational goals into decisions; makes clear, transparent, and timely decisions.

Change Management

Responds positively to changing university initiatives and readily adapts behavior to maintain effective performance; understands the long-term direction of the university and can relate this to departmental area; adapts to new methodologies; identifies and acts on areas where change is appropriate.

Leadership and Teamwork

Applies skills and knowledge to provide a climate to achieve departmental and organizational success; balances individual and department goals; helps others perform at their best; builds productive relationships to enhance individual and organizational effectiveness; treats others with respect; resolves conflicts among team members.

Creativity and Innovation

Generates, explores, encourages, and implements innovative ways of creating strategic value for the university, division, department, and individual level; critically assesses the effectiveness of new initiatives.

Diversity and Inclusion

Demonstrates respect for people and their differences; understands the benefits of a diverse workforce; earns the trust and respect of others; includes and welcomes others; works to understand the perspective of others; promotes opportunities to experience diversity within our community.

Sustainability

Understands the impact of decision making and personal behavior in achieving the university’s commitment to a sustainable and carbon-neutral campus; supports and advances the university’s sustainability initiatives; influences others to use sustainable practices.

Technical proficiency in both Windows and Mac OS. Demonstrated advanced working knowledge of troubleshooting software, hardware, mobile devices, and other systems.

Through the interview process, can demonstrate:
• excellent organizational skills
• effective client interaction
• reading, writing, and ability to effectively communication with diverse staff with tact and courtesy
• ability to work with a diverse community (staff, faculty and students)

Demonstrated understanding of, sensitivity to, and respect for working in a highly collaborative environment with diverse populations.

Professional experience in ITS/Information Technology Support roles.

Bachelor’s Degree or 3 years of experience in support/customer service role.

2020S055Posting

No

11/09/2020

No

Colgate is committed to attracting and retaining a diverse faculty, staff, and student population.

We strive to be an inclusive community — one that embraces and values diversity (in the broadest sense possible) in an environment of mutual respect, communication, and engagement. A variety of cultures and perspectives enriches the quality of campus life, and the opportunity to share different views and experiences is at the core of Colgate’s educational enterprise.

These differences can include but are not limited to: race; ethnicity; gender and gender expression; sexual orientation; socioeconomic status; geographic background; national origin; culture; age; mental, cognitive, and physical abilities; religious beliefs; and political beliefs.

As a result, we ask all candidates seeking consideration for the ITS Technology Support Specialist position to submit a diversity statement with their application materials.

You can upload the statement under the Diversity Statement document heading.

A diversity statement may be any length (e.g. a short paragraph, a page) explaining your experiences, contributions, and/or commitments related to diversity, equity, and inclusion. Examples of topics you may discuss include (but are not limited to): 1) how your experiences or competencies might serve to advance the university’s commitment to creating a diverse and inclusive campus, 2) your experiences working with diverse populations, or 3) how you will contribute to the university’s strategic initiatives in this area (see Colgate’s Diversity, Equity, and Inclusion Plan).

It is the policy of Colgate University not to discriminate against any employee or applicant for employment on the basis of their race, color, creed, religion, age, sex, pregnancy, national origin, marital status, disability, protected Veteran Status, sexual orientation and gender identity and expression, genetic information, victims of domestic violence and stalking, familial status, and all other categories covered by law. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training at all levels of employment. Colgate University will not discharge or discriminate against employees or applicants who inquire about, discuss, or disclose their own compensation or the compensation of another employee or applicant. Colgate University is an Equal Opportunity Employer. Minorities/Females/Persons with Disabilities/Protected Veterans are encouraged to apply.

CAMPUS CRIME REPORTING AND STATISTICS
The Campus Safety Department will provide upon request a copy of Colgate’s Annual Security and Fire Safety Report. This report includes statistics as reported to the United States Department of Education for the previous three years concerning reported: 1. crimes that occurred on-campus; in certain off-campus buildings or property owned or controlled by Colgate University; and on public property within, or immediately adjacent to and accessible from, the campus and 2. fires that occurred in student housing facilities. The report also includes institutional policies concerning campus security and fire safety, such as policies concerning sexual assault, life safety systems, and other related matters. To obtain a copy, contact the Campus Safety Compliance Manager via e-mail at cusafety@colgate.edu. You may also access the report from the Campus Safety web page at: www.colgate.edu/offices/support/campussafety.