ITS Technology Support Specialist

Employer
Colgate University
Location
New York, United States
Salary
Salary Not Specified
Posted date
Nov 11, 2021

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Position Type
Administrative, Business & Administrative Affairs, Computer Services & Information Technology, Technology Administration/Other
Employment Level
Administrative
Employment Type
Full Time
Department Statement

Accountabilities
Accountable for providing broad scope system and service support to members of the Colgate community in furtherance of the strategic mission of the university. The IT Support Specialist may also participate in regularly scheduled or limited scope projects as assigned.

Accountable for providing services as a member of the Service Desk staff with specific responsibilities including, but not limited to:
  • Initial client contact and baseline information gathering in person, by electronic means or by telephone in a timely and professional manner.
  • Intake, diagnosis and ongoing evaluation of incidents or requests for services.
  • Identification of incident patterns leading to, and subsequent identification of, systemic problems.
  • Identification and, where possible, resolution for root causes of incidents.
  • Documentation of client interactions, incidents and requests.
  • Communication about problems and resolutions according to defined standards of practice.
  • Provide client follow up as necessary.
Manage the technical assignments and activities of student workers and cooperative work/study employees, and provide training and leadership to them as necessary.

Maintain and use a working knowledge and technical understanding of the systems, services and products provided and supported by ITS .

Maintain and use a working knowledge and technical understanding of the systems and infrastructure used to (a) authenticate and authorize users and (b) secure, support and maintain the entire end user computing environment. These include but are not limited to systems for domain and user group management, file and application service, remote control and evaluation of end user hardware, software license management, and usage reporting.

Maintain and use an expert-level technical understanding of at least two supported end user hardware platforms and related operating systems sufficient to acquire and maintain at least one independently tested and issued professional technical certification, as may be assigned.

Carry, pack or unpack, assemble or disassemble, connect or disconnect, configure or reconfigure and install or uninstall desktop computing and related hardware.

Maintain general awareness of advances and current trends in technology.

Assist in development and maintenance of online client resources.

Create documentation on internal procedures and document various department activities as assigned.

Assist in the organization and coordination of events that further the technical understanding around best practices in higher education computing for colleagues and clients.

Participate in professional development activities.

Perform other related duties and projects as assigned.
Professional Experience/ Qualifications
Technical proficiency in both Windows and Mac OS.

Experience in customer service that demonstrates ability to diffuse challenging situations and remain calm and focused in order to provide support, as required by a variety of levels of technical sophistication.

Demonstrated proof of at least one independently tested and issued professional technical certification. This requirement is waived for one year for existing employees transferred into this role, after which time this requirement shall be uniformly effective.

Demonstrated advanced working knowledge of the software, hardware and systems currently supported or provided by ITS .

Demonstrated excellent organizational, client contact, reading, writing and communication skills for interacting with members of the Colgate community.

Demonstrated understanding of, sensitivity to, and respect for the academic, cultural and social diversity in the Colgate community.

Experience and indicated intent to finish Bachelor’s degree within a reasonable amount of time of start date (time frame to be established with supervisor). Preferred Qualifications
  • Experience in a higher education setting.
  • Experience working with a diverse staff, faculty and student base.
  • Experience in compliance with applicable laws, best practices and policy principles related to FERPA, Fair Use and intellectual property.
  • Experience with programming or advanced system administration.
Education
Three or more years of professional experience or a Bachelor’s Degree in Information Technology, or a related degree, or equivalent additional professional experience as they relate to the required accountabilities and technical competencies. Candidates with an Associate’s degree will also be considered. Job Open Date 11/11/2021 Job Close Date Open Until Filled Yes 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 ).

For information on how to write a diversity statement, see our Guidance on Crafting Diversity Statements . 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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