ITS Technology Support Specialist

Location
New York, United States
Salary
Salary Not Specified
Posted
Nov 09, 2020
Employment Level
Administrative
Employment Type
Full Time
Department Statement

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.

Accountabilities

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.

Professional Experience/ Qualifications

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.

Preferred Qualifications

Professional experience in ITS /Information Technology Support roles.

Education

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

Job Open Date 11/09/2020 Job Close Date Open Until Filled No Special Instructions Summary

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 ).

EEO Statement

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.

For more information, click the "How to Apply" button.

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