Technical Support Specialist

Swarthmore College is a highly selective liberal arts college located in the suburbs of Philadelphia, whose mission combines academic rigor with social responsibility. Swarthmore has a strong institutional commitment to inclusive excellence and nondiscrimination in its educational program and employment practices and encourages candidates who will further advance the goal of fostering a diverse and inclusive community. As one of the nation’s finest institutions of higher learning, Swarthmore College is global in outlook and draws students from around the nation and world. The 425‐acre campus is a designated arboretum, complete with gardens, rolling lawns, a creek, wooded hills, and hiking trails in the Crum Woods.

Who We Are:

We are the IT Support Services group which is a part of the Information Technology Services Department. The Support Services team is responsible for providing centralized technology support to faculty, staff and students. Our group consists of Help Desk operations, endpoint systems management, training and outreach services. Information Technology Services (ITS) works in partnership with the campus community to provide leadership and assistance in information technology matters to achieve their goals and objectives. We are a highly service-oriented, people first organization that provides robust, reliable, adaptable, and innovative technological resources through which the College community is empowered to accomplish the College’s mission and strategic plan.

The Opportunity:

The Technical Support Specialist is a client-centric position that provides technology support to faculty, staff, and students in accordance with ITIL best practices. As a member of the Help Desk team, the Technical Support Specialist is responsible for triaging, troubleshooting, and tracking endpoint computing issues and service requests in order to resolve as efficiently as possible, aid collaboration, technical documentation, trend analysis, and service fulfillment. The position will provide expertise tracking computer assets, inventory, and lifecycle management. This position has the opportunity for hybrid work arrangements with appropriate approvals and in accordance with the policies, procedures, and needs of the College.

Essential Responsibilities

• Collaborate with ITS to maintain inventory and assets via a service management system; following established procedures for asset tracking and lifecycle.
• Enter and manage all incidents and requests via a service management system.
• Support and troubleshoot multiple versions of Mac and Windows operating systems, SaaS, and college-related software applications.
• Diagnose and resolve problems with endpoint computing services and devices; Troubleshoot computing, printing, and mobile device connection issues.
• Identify and troubleshoot account and access-related issues, including password changes, identity verification, and account permissions.
• Identify, document, and monitor incidents and service requests from start to resolution, following up on open incidents and requests to provide status updates and feedback.
• Participate in the support of a yearly computer replacement project.

Who you are:

• Ability to establish and maintain effective working relationships with others.
• Excellent interpersonal, verbal, and written communication skills with the ability to explain technology-related concepts in plain language to a diverse population of faculty, staff and students.
• Train end users in ITS-related services and systems
• Maintain expertise in support of software and hardware used by the college community.
• Coordinate with the Help Desk team to identify trends and recommend service improvements.
• Assist with the development of Help Desk and ITS-related policies and standard operating procedures.
• Create, update, and test support documentation for use by ITS, student workers, and the campus community.
• Serve on committees as a representative of ITS as assigned.
• Participate in cross-team departmental initiatives as a representative of Support Services
• Provide mentorship and direction to student employees.

What you bring:

• Bachelor's Degree with at least 2-5 years’ experience or equivalent combination of education and experience are required
• Experience with service management, including asset and inventory tracking.
• Knowledge of ITIL methodologies
• Experience with managing projects
• Ability to maintain a supportive and collaborative team environment.
• Ability to troubleshoot and diagnose computer hardware, software and network connectivity issues.
• Experience with Office 365, Adobe, and Active Directory.
• Proficiency with a variety of operating systems, software, cloud, and video conferencing applications including (but not limited to) Windows, Mac, Microsoft Office, Google Workspace.
• Ability to troubleshoot browser and plug-in based problems on Windows, Mac OS, and Chrome-based operating systems.
• Knowledge of latest IT hardware and software trends, and emerging technologies.

What You Will Get:

You’ll work at one of the world's most renowned liberal arts Colleges, with incredible benefits, a stunning 420-acre campus. You’ll join a passionate, creative, and supportive team who works hard while having fun. You will be supported, heard, and respected with the opportunity for professional development and engagement in campus life. You will be encouraged to bring new ideas to the table and will be considered a thought-partner in order to advance innovation and spread joy. If you are excited about this role, we want to hear from you!

For full consideration, submit applications with pay expectations including resume and cover letter by September 12, 2022.

Swarthmore College actively seeks and welcomes applications from candidates with exceptional qualifications, particularly those with demonstrable commitments to a more inclusive society and world. Swarthmore College is an Equal Opportunity Employer. Women and minorities are encouraged to apply.

Advertised: Aug 15 2022 Eastern Daylight Time
Applications close: