Support Center Technician

Employer
Colby College
Location
Colby College

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Administrative Jobs
Academic Affairs, Research Staff & Technicians, Institutional & Business Affairs, Clerical & Administrative Support

Job Details

Job location: Colby College


Employment Type: Full-time
Posted data: 2021-04-14
Req: R0000243
Job DescriptionDepartment:ITS Support ServicesPay Rate Type:HourlyEmployee Type:Job Summary:Information Technology Services (ITS)
Full-Time, Non-Exempt, Hourly, Support Staff Appointment

The support center technician is dedicated to providing excellent customer service for faculty, staff, and students through in-person, telephone, and online communication. The support center technician is part of a team which works to insure Colby faculty, staff, and students Tier 1 technology needs are met, and refer and track Tier 2 and 3 tickets on behalf of their customers. This position will provide technology support for the broad range of services offered by Colby ITS including end user devices and software. This position will be an advocate for Colby users within ITS for support processes, self-help documentation, and solutions to solve recurring issues. We encourage inquiries from candidates who will contribute to the cultural and ethnic diversity of our college.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

  • Support Macintosh, Windows, smart devices, and other personal computing resources through consulting and troubleshooting using telephone, on-line, and in-person communication
  • Install and support applications commonly used at Colby, including Microsoft Office, various web browsers, web-based e-mail and calendar applications, FileMaker Pro, VPN clients, etc.
  • Pursue additional training on both Macintosh, Windows, and smart device systems, as well as a range of applications required to maintain a high level of expertise
  • Identify and track emerging issues affecting operating systems and applications and report to supervisors
  • Recommend and make changes to the ITS support website ensuring information is accessible, sufficient, and up-to-date
  • Track calls and actions by recording events in the service management system as they occur
  • Monitor student technicians to ensure customer service during phone calls and walk-up traffic is handled appropriately
  • Engage in communication and information exchange with other members of ITS as needed to provide optimal service to the campus community
  • Generate appropriate e-mail and phone messages, keeping members of the community informed of outages or other service disruptions
  • Encourage members of the community to use the ITS website and other resources related to common support issues, for routine maintenance, and to foster self-sufficiency for effective and efficient use of computing resources
  • Assist members of the campus community with general backup procedures including data restoration from backup sources
  • Continuously review support strategies and their effectiveness in meeting the needs of those receiving the services, striving for continuous improvement in the quality of the services
  • Ensure attention to workplace safety issues, including ergonomic issues related to workstation design and use by members of the community being supported
  • Perform additional duties as assigned; duties, responsibilities, and activities may change at any time with or without notice

QUALIFICATIONS:

  • High school diploma or equivalent required; professional coursework or post-secondary education are a plus
  • Excellent customer service skills; effective and patient oral communication, especially helping people over the phone and in person are needed
  • Effective writing skills for communicating through email, web documentation, and with people of all technical levels are desired
  • Solid troubleshooting experience at significant depth with either Windows or Macintosh operating systems, and a willingness to learn to support the other systems; prior experience supporting a range of Windows and Macintosh OS versions is highly desired
  • Experience researching issues through vendor sites, general web sites, and web searches
  • Identify repair solutions and how to implement and verify effective repairs
  • Experience installing and supporting a range of standard office productivity applications
  • Proven experience troubleshooting and supporting network connectivity, printer configuration, and Windows domain architecture
  • Excellent interpersonal, communication, and organizational skills with a high level of motivation
  • Attention to detail and accuracy are critical
  • Must be able to work independently, exercise judgment, and manage projects with minimal supervision as well as to adjust as new projects are assigned
  • Demonstrated sense of urgency and talent to work effectively under pressure and tight time constraints; multi-tasking is essential
  • Ability to make an impact through work as a member of a team and diverse community
  • Commitment to team participation including information sharing and mutual support

KEY RELATIONSHIPS:

This position has significant interactions with faculty, staff, and students, and requires effective communication skills.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:
General open office and campus environment. Position involves sitting, although frequent movement is necessary. Ability to move around campus and occasional lifting up to 50 pounds may be required. Frequent computer usage involving repetitive hand/wrist motion is also necessary.

TO APPLY:

Interested candidates should apply electronically by clicking the "Apply" button on the Colby Careers website. Please submit a letter of interest, resume, and the contact information of three professional references. Materials should be addressed to:

Support Center Technician – Search Committee

Office of Human Resources

Colby College

5500 Mayflower Hill

Waterville, ME 04901-8855

Organization

Working at Colby College 

Founded in 1813, Colby is one of America’s most selective colleges. Serving only undergraduates, Colby’s rigorous academic program is rooted in deep exploration of ideas and close interaction with world-class faculty scholars. Students pursue intellectual passions, choosing among 57 majors or developing their own. Independent and collaborative research, study abroad, and internships offer robust opportunities to prepare students for postgraduate success. Colby is home to a community of 1,850 dedicated and diverse students from around the globe. Its Maine location provides easy access to world-class research institutions and civic engagement experiences.


Under the leadership of its new president, David A. Greene, Colby is building on this strong foundation while remaining committed to excellence, to supporting students and faculty at the highest levels, and to the College’s deep liberal arts traditions. This new chapter includes plans for creating innovative academic initiatives and partnerships, strengthening the connections between the liberal arts and the professional world, revitalizing downtown Waterville, and pursuing significant capital projects for performing arts and athletics.

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