Technology Fellow

Position Summary:
This is a three-year term position ending in 2022.

The Technology Fellow provides technology support to the faculty, staff and students of Middlebury College. She/he is accountable for timely, accurate and customer-centered support that meets the needs of Middlebury faculty, staff and students. This position receives, diagnoses and either resolves or escalates customer requests regarding devices, operating systems, and applications, including enterprise applications such the ERP system.

The Technology Fellow position works in a wide range of settings including: answering requests on the Service Desk, assisting with training and supporting the college managed devices and software. This position will serve as part of a collaborative work team that will provide a welcoming, courteous, and easy to navigate suite of technology services and resources. As part of that team, she/he will contribute her/his individual skills and expertise as needed in order to help the team achieve its objectives. Every member of User Services will communicate professionally, clearly, and in a manner appropriate to their internal and external customers.

During their term a Technology Fellow may have the opportunity to rotate between major areas of ITS; Users Services, Infrastructure, InfoSec and Enterprise Systems. To broaden experience and meet ITS needs.

Essential Functions:
Note: This posting is currently accepting internal applicants only. Internal applicants are active Middlebury College employees and their spouse or partner.

Offer of employment is contingent upon successful completion of a criminal background check.

• Promptly and reliably receives and acknowledges requests for technical support from faculty, staff and students, ensuring compliance with SLAs. It is expected that a majority of issues will be resolved on first contact.

• Researches issues that are not resolved on first contact using the knowledgebase and web resources. Fully documents unresolved issues and escalates them properly.
  Maintains effective communication with other work areas, ensuring optimal productivity and service to partners, customers and the institution.

• Maintains fluency with standard hardware, software and network configurations in use at the College.

• Completes replacements of college-owned equipment and software on schedule.
  Supports the team in actively analyzing systems and services, identifying areas of improvement and evaluating new technology solutions.

• Ensures the hardware and software inventory is accurate.

• Contributes to the creation and upkeep of external and internal documentation, ensuring it is accurate and comprehensive.

• Orients faculty and staff in the use of new and/or replaced devices, operating systems and applications.

During their term Technology Fellows may have the opportunity to rotate between major areas of ITS; Users Services, Infrastructure, InfoSec and Enterprise Systems. To broaden experience and meet ITS needs.

General Responsibilities:

• Performs other related duties as assigned.

Key Relationships

• With supervisor
• With User Services staff and other teams within ITS
• With peers in other departments throughout the Middlebury enterprise
• With faculty, students, staff and other key customers and partner stakeholders relevant to one’s area of responsibility
• With consortium partners

Expected Outcomes
Support of information technology services that are reliable, secure and able to provide end-users with the critical information and applications needed to support teaching, learning, research, and the operations of the Middlebury enterprise.

• A consistently high level of user satisfaction with the services provided by ITS.

• A knowledgeable and responsive resource for resolution of technology issues.

• A proactive approach to learning and implementing new technology tools and systems

• Goals that are set and achieved.

• Projects that are executed successfully, delivering expected results.

• Provides support for larger projects that have department and area impact.

• Assists managers in hiring and training student workers.

• Other duties are performed as assigned to assist the department in achieving and maintaining its mission.

• Limited evening and weekend work required.

Qualifcation
Education:

• Bachelor’s degree or equivalent with broad liberal arts knowledge and strong customer service experience.
• One of the following certifications desired:

CompTIA A+
Microsoft: MCSA
Apple: ACMT
HDI Helpdesk Institute - HDA certification or equivalent.

Knowledge, Skills and Abilities:

• Working knowledge of Windows, Apple and mobile device hardware, operating systems and applications.

• Working knowledge of the Internet and electronic communications software required.

• Ability to work effectively with all members of a diverse college community.

• Ability to communicate technology concepts to people from different academic and administrative disciplines with varying degrees of technical experience and knowledge.

• Ability to work successfully in a team-oriented environment, responding to rapidly changing demands.

• Must handle pressure gracefully.

Experience:
One year of progressively responsible experience in a customer service role preferred, ideally in an academic setting.

Physical Demands:

• Regularly required to, stand, sit; talk, hear, and use hands and fingers to operate diverse technologies.

• Requires occasional bending, crouching and reaching to install and test equipment.

• Close vision requirements due to work with diverse technologies.

• Must be able to lift and carry heavy, in excess of 60 lbs, equipment up or down several flights of stairs occasionally.

• Must be able to push and pull up to 75 lbs frequently.

Offers of employment are contingent on completion of a background check. Information on our background check policy can be found here: http://go.middlebury.edu/backgroundchecks