Support Center Technician

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 support center technician is part of a team which works to insure Colby faculty, staff, and students Tier 1 technology needs are met, and refer and track Tier 2 and 3 tickets on behalf of their customers. This position will provide technology support for the broad range of services offered by Colby ITS including end user devices and software. This position will be an advocate for Colby users within ITS for support processes, self-help documentation, and solutions to solve recurring issues. We encourage inquiries from candidates who will contribute to the cultural and ethnic diversity of the College., To be successful in this position, an individual should be able to perform the essential duties and bring the education, experience, knowledge, skills, and abilities that support the role. Colby College supports the Americans with Disabilities Act and is committed to providing reasonable accommodations to enable individuals with disabilities to perform the essential functions of the position. This list of duties is intended to be representative rather than exhaustive, and additional responsibilities may be assigned as needed.

• 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, FileMaker 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

• Perform additional duties as assigned; duties, responsibilities, and activities may change at any time with or without notice, The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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 members of the public and others in a variety of situations and conversations. Presenting oneself in a professional, respectful, and thoughtful manner at all times is an important part of the role.

• This position includes regular movement throughout office spaces, hallways, meeting rooms, and other campus locations.

• Daily work may involve extended use of a computer, including keyboard and mouse

• Physical requirements differ by position. In general, most roles involve lifting up to 10 pounds regularly, with some positions requiring occasional lifting of up to 35 pounds or, in more physically demanding roles, up to 50 pounds.

• Vision requirements for this position include the ability to see clearly at close and far distances and to adjust focus as needed.

• The work environment is dynamic and engaging, often involving multiple tasks and projects that require shifting focus and strong organizational skills.

• The noise level is generally moderate; however, there may be occasional moments of louder sounds depending on campus activity.

• 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

Founded in 1813, Colby College is the 12th oldest liberal arts college in the United States. Distinctive in its offerings, Colby provides an intimate, undergraduate-focused learning environment with a breadth of programs presenting students and faculty with unparalleled opportunities. A vibrant and fully integrated academic, residential, and cocurricular experience is sustained by a diverse and supportive community. Located in Waterville, Maine, Colby is a global institution with students representing nearly every U.S. state and approximately 70 countries. Colby's model provides the scale and impact of larger universities coupled with intensive learning in a community committed to scholarship and discovery, multidisciplinary approaches to integrated learning, study in the liberal arts, and leading-edge programs addressing the world's most complex challenges. Its network of partnerships with prestigious cultural, research, medical, and business institutions extends educational and scholarly collaborations, providing students with unmatched experiences leading to postgraduate success. The College's wide variety of programs and labs provides students and the community access to unique experiences: the Colby College Museum of Art, the finest college art museum in the country, and the Lunder Institute for American Art have made the College a nationally and internationally recognized center for art scholarship; DavisConnects prepares students for lifelong success by combining a forward-thinking liberal arts education with extensive internship, research, and global opportunities for all students regardless of their personal networks and financial circumstances; and the 350,000-square-foot Harold Alfond Athletics and Recreation Center, is the most advanced and comprehensive NCAA D-III facility in the country. In fall 2021, Colby opened the Davis Institute for Artificial Intelligence, the first such institute at a liberal arts college. Colby's new Island Campus, consisting of Allen and Benner islands, gives Colby a significant presence on the coast of Maine for a wide range of academic programs and activities and undisturbed environments ideal for conducting interdisciplinary experiences.