Center Technician

Job Summary

The ITS support center technician is dedicated to providing excellent customer service and technical support for faculty, staff, and students through in‑person, telephone, and online communication. The technician works as part of a team to ensure Colby’s Tier 1 technology needs are met, while referring and tracking Tier 2 and 3 tickets on behalf of customers. This role provides support for the broad range of services offered by Colby ITS, including end‑user devices and software, and serves as an advocate for users within ITS.

• Support Apple, Windows, smart devices, and other personal computing resources through consulting and troubleshooting using telephone, online, and in‑person communication.
• Install and support applications commonly used at Colby, including Microsoft Office, various web browsers, web‑based email and calendar applications, File Maker Pro, VPN clients, and more.
• Pursue additional training on Apple, Windows, and smart‑device systems, as well as a range of applications required to maintain a high level of expertise.
• Identify and track emerging issues affecting operating systems and applications and report to supervisors.
• Recommend and make changes to the ITS support website to ensure information is accessible, sufficient, and up‑to‑date.
• Track calls and actions by recording events in the service management system as they occur.
• Monitor student technicians to ensure customer service during phone calls and walk‑up traffic is handled appropriately.
• Engage in communication and information exchange with other ITS members to provide optimal service to the campus community.
• Generate appropriate email and phone messages, keeping community members informed of outages or other service disruptions.
• Encourage use of the ITS online knowledge base and other resources related to common support issues, routine maintenance, and self‑sufficiency.
• Assist members of the campus community with general backup procedures, including data restoration from backup sources.
• Work as part of a team committed to continuous service improvement through ongoing review of support strategies and their effectiveness in meeting the IT needs of the Colby community.
• Ensure attention to workplace safety issues, including ergonomic issues related to workstation design and use by members of the community being supported.

• High School Diploma or equivalent required.
• Excellent customer service skills; effective and patient oral communication, especially helping people over the phone and in person.
• Effective writing skills for communicating through email, web documentation, and with people of all technical levels.
• Experience researching issues through vendor sites, general web sites, and web searches.
• Ability to identify repair solutions and how to implement and verify 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.
• Excellent interpersonal, communication, and organizational skills with a high level of motivation.
• Attention to detail and accuracy are critical.
• Must be able to work independently, exercise judgment, and manage projects with minimal supervision while adjusting to new assignments.
• Demonstrated sense of urgency and talent to work effectively under pressure and tight time constraints; multitasking is essential.
• Ability to make an impact through work as a member of a team and diverse community.
• Commitment to team participation, including information sharing and mutual support.

• Professional coursework or post‑secondary education are a plus.
• Solid troubleshooting experience at significant depth with either Windows or Apple operating systems, and a willingness to learn to support the other system; prior experience supporting a range of Windows and Apple OS versions is highly desired.

The role involves handling employee information, documents, and sensitive matters with care, professionalism, and respect for privacy, and may require working with various timelines,…