Title: Technology Support Specialist
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Position Purpose:
The Technology Support Specialist is responsible for answering client questions and for troubleshooting and resolving problems related to hardware, software, and network issues in a multi-platform environment. Support is provided by telephone, email, remote access, and field support to offices, labs and classrooms.
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Job Duties:
- Researches and resolves client service requests in a timely manner to minimize client downtime.
- Assure equity, inclusion and anti-racism as central to their work and the delivery of services to faculty, staff and students.
- Enters problem descriptions and resolutions into call tracking software.
- Handles the detailed deployment, inventory, and tracking of all technology equipment across campus including new hardware, office moves and equipment retirement.
- Diagnoses and repairs malfunctioning desktop/laptop hardware and peripherals, including equipment not under warranty. Consults with vendor representatives when necessary.
- Works closely and productively with staff from Networking and Infrastructure Services, Software Development and Integration, and Curricular and Research Computing to provide superior customer service and maintain a collegial and customer-centered support environment.
- Works closely with ILS staff to develop and document solutions.
- Provides training to faculty, staff, and students on the use of supported academic and administrative hardware and software.
- Provides specialized project assistance to the faculty, staff and students.
- Dispatches other resources as necessary.
Additional Job Functions:
- Communicates critical information concerning system interruptions and problems to Help Desk Support staff and other groups within ILS.
- Participates in team projects that enhance the quality and efficiency of ILS.
- Requires occasional evenings and weekend assignments.
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Minimum Qualifications:
Education
Minimum of an Associate’s degree in a related field and/or 1-3 years of relevant experience in technology support are required.
Experience
- 2+ years of customer service experience.
- 2+ year troubleshooting or support experience.
- Experience working in Windows, Apple, and mobile environments including hardware, software, and networking is desired.
- Experience diagnosing and repairing Windows and Apple computers is desired.
Skills and Knowledge
- Commitment to equity and inclusion, and serving the needs of a culturally and educationally diverse community.
- Excellent customer service skills and ability to effectively communicate with an increasingly diverse community of customers including students, faculty, staff, parents and alumni.
- Excellent problem identification and solving skills.
- Strong organization skills with high level of attention to detail.
- Ability to adapt to constantly changing technologies.
- Ability to write and speak effectively using a variety of +media.
- Highly independent and able to complete in a timely manner projects integral to HDS and ILS.
- Ability to work well under pressure and manage multiple tasks and projects.
- Valid Maine driver’s license.
- Awareness of technology support issues.
- Ability to provide a positive role model in stressful environment.
- Familiarity with standard office productivity applications.
- Familiarity with end-user training.
- Familiarity with Help Desk Call Center operations and ticketing and tracking systems.
- Familiarity with basic network and file server issues, ITIL and HDI.
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Benefits:
Bates College offers competitive salaries, excellent benefits (health, dental, 9% retirement contribution with potential for an additional 3% match, 10 days of vacation*, 13 paid holidays, free parking, access to library and athletic facilities & more), and a supportive, collegial environment in a drug- and smoke-free workplace.
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Equal Employment Opportunity Statement:
Bates College is committed to the principle of equal opportunity and providing an educational and work environment free from discrimination. The college prohibits discrimination on the basis of race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or gender expression, age, disability, genetic information or veteran status and other legally protected statuses in the recruitment and admission of its students, in the administration of its education policies and programs, or in the recruitment of its faculty and staff. Bates College adheres to all applicable state and federal equal opportunity laws and regulations. All college faculty, staff, students, contractors, visitors, and volunteers are responsible for understanding and complying with the Non-Discrimination Policy.
Inquiries concerning the college’s policies, compliance with applicable laws, statutes, and regulations (such as Title VII, Title IX, and ADA/Section 504), and complaints may be directed to Gwen Lexow, Title IX Officer, 207-786-6445 or via email at glexow@bates.edu.
About Bates:
Bates is internationally recognized as a leading liberal arts college, attracting 2,000 students from across the U.S. and around the world.
Since 1855, Bates has been dedicated to educating the whole person through creative and rigorous scholarship in a collaborative residential community. Committed to opportunity and excellence, Bates has always admitted students without regard to gender, race, religion, or national origin.
Cultivating intellectual discovery and informed civic action, Bates prepares leaders sustained by a love of learning and zeal for responsible stewardship of the wider world. Bates engages the forces — intellectual trends, demographic changes, and technology — that are transforming higher education and the world into which our students graduate.
Bates has highly competitive admissions, graduates over 90 percent of its entering students, and more than half of its alumni earn graduate degrees. Bates employs 200 faculty members and 550 staff.
The college is proud of deep roots in the Lewiston/Auburn community, Maine’s second-largest urban area with a population of approximately 65,000. Bates is located on a beautiful, 133-acre, traditional New England campus in Lewiston, an emerging city with an entrepreneurial climate, a lively arts scene, and a dynamic business community. Bates is 35 miles north of Portland, 140 miles north of Boston, and 350 miles north of New York City.