Lead Technology Specialist
Middlebury Institute of International Studies at Monterey


Posting Number : S01666

Position Summary:
The Lead Technology Specialist coordinates and supervises the work of a team of Technology Specialists to ensure adherence to Service Level Agreements and project timelines. The Lead Technology Specialist provides leadership and coaching to the students and staff who work in the Media Services department. The Lead Technology Specialist assists the Media Services Manager - to develop strategies for service improvement, workflow analysis, and employee development. The Lead Technology Specialist serves as the leader for major projects in support of the mission of the User Services Group. The Lead Technology Specialist provides advanced technical support to the faculty, staff, and students of Middlebury College. This position receives support requests from customers and applies in-depth technical skills and knowledge to either resolve or escalate them

The Lead Technology Specialist serves as part of a collaborative work team that is responsible for overseeing the provision of technical support and education to the community. As part of that team, she/he contributes her/his individual skills and expertise as needed in order to help the team achieve its objectives. She/he is responsible for communicating openly with work team members as well as with other staff that are affected by the work of the Technology Support Team.

The Lead Technology Specialist works in a wide range of settings including walk-in and call center, classrooms, event spaces, and offices. This position serves as part of a collaborative work team that provides a welcoming, courteous, and easy-to-navigate suite of technology services and resources. As part of that team, she/he contributes her/his individual skills and expertise as needed in order to help the team achieve its objectives. Every member of User Services must 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.

• Requests for technical support from faculty, staff, and students are promptly and reliably received and acknowledged, with a majority resolved on first contact. All requests are analyzed and researched, applying in-depth technical skills and knowledge to find solutions to a wide range of technology issues.
• Issues not resolved on first contact are researched using the documentation and web resources. All resources, including consultation with others in ITS, vendors, and manufacturers are exhausted. It is expected that most issues and requests will be resolved and fulfilled independently. All steps are fully documented and unresolved issues are escalated properly.
• Communication with users and other work areas is effective, ensuring optimal productivity and service to partners, users, and the institution.
• Projects and work with customers will be done with strong analytical and organizational skills, attention to detail, self-motivation, and the ability to work independently after training
• The expertise of Media Services informs the planning, design, and implementation of new teaching spaces or renovation of existing facilities.
• Support systems and services are actively analyzed, evaluated, and developed as part of a team-based group.
• Technical expertise will be maintained by staying abreast of emerging trends in Technology
• External user and internal Media Services documentation are kept accurate and comprehensive.
• Guidance, direction, and training are provided to junior staff (including student workers).
• A comprehensive training schedule of workshops and one-on-one help sessions is maintained, well attended, and evaluated favorably by faculty, staff, and students
• An accurate and complete A/V equipment inventory is maintained.
• Fluency with most standard devices, software, and network configurations in use at the College is maintained.
• Faculty and staff are oriented in the use of new and/or upgraded: classroom technology, Windows devices, Apple devices, multimedia devices, operating systems, and applications.
• Work cooperatively with others and accept direction from supervisors.
  
  

Key Relationships:

• With other members of the User Services team
• With staff responsible for providing Technology Support
• Members of other ITS areas, Curricular and Co-curricular Clusters
  
  

Key Principles: ITS is part of an educational community and shares in the responsibility for supporting teaching and learning as part of the Institutional 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 the User Services Cluster
• A well-supported and productive staff

General Responsibilities:

• Other duties are performed as assigned to assist the department in achieving and maintaining its mission.
• Evening and weekend work are required occasionally.

Education:
Bachelor’s degree or equivalent with broad liberal arts knowledge and strong customer service experience. Preferred Certifications Certified Technology Specialist -CTS, CTS-I, CTS-D Extron Certified Crestron Certified Poly Certified Cisco Certified

Knowledge, Skills and Abilities:

• Advanced knowledge of Windows and Apple devices, media equipment, operating systems and applications required.
• Working knowledge of the Internet and electronic communications software required.
• Ability to communicate with both technical and nontechnical personnel in a results and customer service-oriented manner is essential.
• Ability to guide, direct and train junior staff.
• Ability to analyze and complete complex tasks.
• Ability to work successfully in a team-oriented environment, responding to rapidly changing demands.
• Must handle pressure gracefully.

Experience:
Minimum 3-5 years experience in the A/V industry. Support in a multi-platform, multi-protocol network environment. 2 years of experience as a Senior Technology Specialist, or equivalent experience. Demonstrated success is planning, coordinating and completing a high level team based technology project. Extensive Customer service experience.

Physical Demands:
The Middlebury Institute of International Studies at Monterey maintains a smoke-free workplace.• Must be able to lift and carry heavy, in excess of 60 lbs, equipment up or down several flights of stairs occasionally.• Must be able to push and pull up to 75 lbs frequently.• Requires frequent bending, crouching and reaching.

Close Date:

Special Instructions to Applicants:
Offer is contingent upon successful completion of a criminal background check.

To apply, please visit: https://middlebury.peopleadmin.com/postings/25166

Middlebury is an equal-opportunity employer where diversity, equity, and inclusion are core values. To this end, Middlebury recruits talented and diverse faculty, staff, and students from across the United States and around the world. Middlebury encourages applications from women, people of color, people with disabilities, and members of other protected classes and historically underrepresented communities. Middlebury also invites applications from individuals who demonstrate an ongoing commitment to advancing diversity, equity, and inclusion in the workplace.







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