Center Technician

Job Title

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.

Essential Functions

• Support Apple, Windows, smart devices, and other personal computing resources through consulting and troubleshooting using telephone, on-line, and in-person communication
• Install and support applications commonly used at Colby, including Microsoft Office, various web browsers, web-based e-mail and calendar applications, File Maker Pro, VPN clients, etc.
• Pursue additional training on both 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 ensuring 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 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 use the ITS online knowledge base and other resources related to common support issues, for routine maintenance, and to foster self-sufficiency for effective and efficient use of computing resources
• 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

Position Qualifications

Minimum Qualifications:

• High School Diploma or equivalent required
• Excellent customer service skills; effective and patient oral communication, especially helping people over the phone and in person are needed
• Effective writing skills for communicating through email, web documentation, and with people of all technical levels are required.
• Experience researching issues through vendor sites, general web sites, and web searches
• 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 as well as to adjust as new projects are assigned
• Demonstrated sense of urgency and talent to work effectively under pressure and tight time constraints; multi-tasking 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

Preferred Qualifications or

Skills:

• 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 systems; prior experience supporting a range of Windows and Apple OS versions is highly desired

Physical/Mental Demands

• To perform this role effectively, an employee is expected to handle employee information, documents, and sensitive matters with care, professionalism, and respect for privacy.
• This position involves working with a variety of timelines, including some that require quick turnaround and responsiveness to urgent needs.
• In this role, the employee will interact with…