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Technical Support Specialist

Employer
Macalester College
Location
Saint Paul, MN
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Job Details

Overview

The Help Desk team in the Information Technology Systems Department at Macalester College is seeking to hire a new Technical Support Specialist with a focus on Help Desk operations and student employee supervision to support its growing organization. This Technical Support Specialist will ensures delivery of timely, efficient, and effective deployment and support of technology used by Macalester College faculty, staff, and students. 

About the Help Desk Team: 

The ITS Help Desk team, a group within the Support Services line in Information Technology Services, is a collaborative group of four professional staff and approximately 40 student employees. This team is responsible for providing Tier 1 and Tier 2 technical support, as well as asset management and computer lifecycle services, to Macalester’s students, faculty, and staff. As the face of the ITS department, this team values strong communication, a focus on customer service, and a commitment to engaging positively with all members of our diverse campus community.

Responsibilities

Technical Support & Consultation:

 

  • Provides escalated technical support and consulting for hardware, software, and other technology.
  • Coordinates with other areas of ITS for information gathering, troubleshooting, and escalation as appropriate.
  • Accurately records information about issues and their resolutions in the TOPdesk service management system.
  • Assists with prep and delivery of college-issued computers and other devices as needed.
  • Process hardware requests through Apple GSX, Dell warranty support, and out-of-support repair options.
  • Participates in evaluation and selection of standard hardware and software for campus
  • Creates and updates knowledge base articles in the TOPdesk service management system as appropriate.

 

Help Desk Operations:

 

  • Monitors the ITS ticket queue to ensure timely attention to problems and requests.
  • Updates, assigns, and escalates tickets to facilitate efficient resolution.
  • Assists the Help Desk Manager with training and oversight of Help Desk tier 1 activities (call center, walk-up assistance).
  • Collaborates with the Knowledge and Communications Specialist to identify and develop Knowledge Base articles to promote faster resolution of problems and requests.

 

Procurement & Inventory Management:

 

  • Tracks and maintains accurate inventory data for ITS consumable items such as office supplies, cables, adapters, webcams, keyboards, and mice.
  • Processes purchase requests for out-of-stock or nonstandard items. 
  • Monitors status, track shipping, and process delivery of purchases made by and for ITS.
  • Arranges delivery of consumable items via intercampus mail, pickup, or hand delivery.

 

Student Management:

 

  • Trains, coaches, and supervises one or more student employees to assist with procurement activities.
  • Trains, coaches, and supports the Help Desk student managers.
  • In collaboration with the Help Desk Manager, trains and guides the work of Help Desk student employees.
  • Serves as backup manager for administrative tasks related to student management.

 

Other Duties: 

Partners with ITS and other Macalester faculty and staff on special projects and initiatives as appropriate.

Qualifications
  • High School Diploma required. Technical Training, Associate’s Degree or Bachelor’s Degree preferred. 
  • 3-5 years experience providing hardware and software configuration and support support for both Windows and MacOS computers and operating systems as well as printers, mobile devices, and other technology in a highly variable enterprise environment. 
  • Experience using and supporting productivity systems such as Microsoft Office and G-Suite.
  • Basic understanding of information security best practices.
  • Experience with Help Desk operations and using an IT service management system.
  • Experience with asset/inventory management.
  • Ability to prioritize and organize assigned tasks and incorporate new tasks into existing workloads.
  • Experience working with entry-level employees, student employees or volunteers. Experience supervising or overseeing the work of others. Experience training or coaching others.
  • Training or experience working with individuals of diverse backgrounds and cultures.

 

Compensation & Benefits: 

 

Total compensation for this position includes an annual salary range of $53,000-55,000 and offers access to Macalester’s full benefits package.

 

Application Guidelines

For best consideration, please submit your cover letter and resume as one PDF through the Macalester Employment Opportunities webpage. Priority will be given to applications received by December 7th, 2021 and the position will be posted until filled. 

 

 All inquiries about this position should be directed to:

 

Jaclyn Howard

Talent Acquisition Manager

[email protected]

 

 

Macalester College - Institutional Overview

Since its founding in 1874, Macalester has provided students with the inspiration, insight, and experience to become successful and ethical leaders. Located in St. Paul, Minnesota, Macalester enrolls nearly 2,100 students who come from virtually every state and 91 countries. Macalester is committed to being a preeminent liberal arts college known for its high standards of scholarship and its special emphasis on internationalism, multiculturalism, and service to society.Macalester is proud of its longstanding commitment to social justice and creating a safe environment for all people regardless of sexual orientation, race, ethnicity, national origin, citizenship status, gender, religion, age, or ability. Macalester is dedicated to the goal of building a culturally diverse and pluralistic staff committed to working in a multicultural environment and strongly encourages applications from everyone who would add richness to our community, including people of color, individuals with disabilities and women.BenefitsMacalester employees enjoy a fantastic benefits package and working environment that is second to none. Please visit http://www.macalester.edu/employmentservices/benefits/ for more information about benefits at Macalester College.Our Commitment to Safety in response to COVID-19:For the safety of our community, Macalester requires all employees to have received a COVID-19 vaccine. Should a newly hired employee be unable to receive the vaccination for either medical or religious reasons we offer accommodations and assistance.Questions or concerns about this process should be directed to Bob Graf, Director of Employment Services, at [email protected]

Organization

Working for Macalester College 

Since its founding in 1874, Macalester has provided students the inspiration, insight and experience to become successful and ethical leaders. Classes are taught by faculty whose passion is teaching and whose scholarship gains national recognition.
Two great cities at your doorstep. Macalester is nestled in a lovely, residential neighborhood–minutes from downtown St. Paul and Minneapolis–which offers students a wealth of internship opportunities in business, finance, medicine, government, law, the arts, and more.

Macalester students are citizens of over 90 countries.

Our faculty earned their advanced degrees from some of the best schools in the world, and they remain thought-leaders in their fields

Macalester students enjoy a wealth of resources for research on and off campus–specialized laboratories, libraries, museum collections, distinct population groups for surveys, even a natural history center. Often students undertake research that makes real contributions to their discipline. They publish papers in scholarly journals, participate in conferences, and provide analysis for policy makers and real-world use.

Mission

Macalester is committed to being a preeminent liberal arts college with an educational program known for its high standards for scholarship and its special emphasis on internationalism, multiculturalism, and service to society.

Statement of Purpose and Belief

At Macalester College we believe that education is a fundamentally transforming experience. As a community of learners, the possibilities for this personal, social, and intellectual transformation extend to us all. We affirm the importance of the intellectual growth of the students, staff and faculty through individual and collaborative endeavor. We believe that this can best be achieved through an environment that values the diverse cultures of our world and recognizes our responsibility to provide a supportive and respectful environment for students, staff and faculty of all cultures and backgrounds.

We expect students to develop a broad understanding of the liberal arts while they are at Macalester. Students should follow a primary course of study in order to acquire an understanding of disciplinary theory and methodology; they should be able to apply their understanding of theories to address problems in the larger community. Students should develop the ability to use information and communication resources effectively, be adept at critical, analytical and logical thinking, and express themselves well in both oral and written forms. Finally, students should be prepared to take responsibility for their personal, social and intellectual choices.

We believe that the benefit of the educational experience at Macalester is the development of individuals who make informed judgments and interpretations of the broader world around them and choose actions or beliefs for which they are willing to be held accountable. We expect them to develop the ability to seek and use knowledge and experience in contexts that challenge and inform their suppositions about the world. We are committed to helping students grow intellectually and personally within an environment that models and promotes academic excellence and ethical behavior. The education a student begins at Macalester provides the basis for continuous transformation through learning and service.

Find Us
Website
Telephone
6516966000
Location
1600 Grand Avenue
St. Paul
Mn
55105
United States
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