Faculty/Staff Support Center Technician job - Colby College - Waterville, ME

Faculty/Staff Support Center Technician

Department: Information Technology Services – PC Support Services

Date: 06/04/2015

POSITION VACANCY
Founded in 1813, Colby is one of America’s most selective colleges. Serving only undergraduates, Colby’s rigorous academic program is rooted in deep exploration of ideas and close interaction with world-class faculty scholars. Students pursue intellectual passions, choosing among 56 majors or developing their own. Independent and collaborative research, study abroad, and internships offer robust opportunities to prepare students for postgraduate success. Colby is home to a community of 1,850 dedicated and diverse students from around the globe. Its Maine location provides easy access to world-class research institutions and civic engagement experiences.

Under the leadership of its new president, David A. Greene, Colby is building on this strong foundation while remaining committed to excellence, to supporting students and faculty at the highest levels, and to the College’s deep liberal arts traditions. This new chapter includes plans for creating innovative academic initiatives and partnerships, strengthening the connections between the liberal arts and the professional world, revitalizing downtown Waterville, and pursuing significant capital projects for performing arts and athletics. Colby invites applicants to apply for the position of:


FACULTY/STAFF SUPPORT CENTER TECHNICIAN

Information Technology Services – PC Support Services

Full-Time, 12 Month, Hourly, Support Staff Appointment

Reporting to the Support Center Manager in the PC Support Services group of the Information Technology Services Department, Colby College is seeking a Faculty/Staff Support Center Technician to provide computer support for faculty and staff. The Faculty/Staff Support Center Technician is responsible for supporting faculty and staff with a significant range of Macintosh, Windows, and smart device operating system versions through consulting and troubleshooting, installing and providing operational support for the broad range of applications used at Colby, and assisting with technology issues involving application servers, data backup and restoration, classroom computers, and data protectors. The Faculty/Staff Support Center Technician works with other members of the ITS staff to provide optimal computer support services to faculty and staff on campus.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Support a significant range of Macintosh, Windows, and smart device operating system versions through consulting and troubleshooting through over-the-telephone, on-line, and in-person communication
  


• Install and support a broad range of applications commonly used at Colby, including Microsoft Office, various web browsers, web-based e-mail and calendar applications, FileMaker Pro, etc
  


• Pursue additional training on both Macintosh, Windows, and smart device systems, as well as a range of applications required to maintain a high level of expertise
  


• Identify proactively and track new and emerging issues regarding operating systems and applications
  


• Recommend changes to ITS support website ensuring information is accessible, sufficient and, up-to-date
  


• Maintain tracking system information involving assistance calls for College-owned computers, recording actions as they occur, flagging machines with recurring problems related to OS, software, or hardware
  


• Assist members of the community with questions regarding application server issues (Citrix Xenapp, OS updates, file shares, etc.)
  


• Engage in communication and information exchange with other members of ITS as needed to provide optimal service to the campus community
  


• Generate appropriate e-mail and phone messages, keeping members of the community informed of outages or other service disruptions
  


• Encourage members of the community to explore the ITS website for resources related to common support issues, routine maintenance, and efficient use of the computer fostering self-sufficiency and effective and efficient use
  


• Assist members of the campus community with general backup procedures including data restoration from backup sources
  


• Continuously reconsider support strategies and their effectiveness in meeting the needs of those receiving the services, striving for continuous improvement in the quality of the services
  


• Participate in the College effort to value differences
  


• Ensure attention to workplace safety issues, including ergonomic issues related to workstation design and use by members of the community being supported
  


• Track and report trends to supervisors
  


• Perform additional duties as assigned
  
  

QUALIFICATIONS:

• A college degree is desired
  


• Excellent customer service skills; Effective and patient oral communication, especially helping people over the phone and in person are needed
  


• Good writing skills for communicating through email, web documentation, and with people of all technical levels are desired
  


• Solid troubleshooting experience at significant depth with either Windows or Macintosh operating systems, and a willingness to learn to support the other systems; prior experience supporting a range of Windows and Macintosh OS versions is highly desired
  


• Experience in researching issues through vendor sites, general web sites, and web searches
  


• Determining repair solutions and implementing and verifying effective repairs
  


• Experience installing and supporting a range of standard office productivity applications
  


• Proven experience troubleshooting and supporting network connectivity, printer configuration and Windows domain architecture
  


• Effective skill in written communication with people of all technical levels
  


• Demonstrated sense of urgency and talent to work effectively under pressure and tight time constraints
  


• Commitment to team participation including information sharing and mutual support
  

KEY RELATIONSHIPS: This position has significant interactions with faculty and staff and requires effective communication skills.

PHYSICAL EFFORT/ENVIRONMENT:

General open office and campus environment. Position involves sitting, although frequent movement is necessary. Walking, standing, bending, twisting, and occasional lifting up to 50 pounds may be required. Frequent computer usage involving repetitive hand/wrist motion is also necessary.