Technology Support Specialist

The Technology Support Specialist, with an emphasis on inventory management and logistics, is part of a four member Helpdesk team providing in-depth computing support over the telephone and in person for faculty, staff, and students, including troubleshooting hardware and software issues, introducing new technologies, evaluating changing hardware and software needs, repairing and replacing aged equipment, and maintaining campus computing facilities.

The role of the Helpdesk is to triage and correctly route incoming issues for all campus constituents, emphasizing smooth hand-offs to the other groups that form ITS. In addition, this position emphasizes exemplary customer service skills, excellent time management, and strong attention to detail.

• Solve complex problems in a variety of environments, including Microsoft Windows, MacOS, and on mobile devices for faculty, staff, and students.

• Provide remote and on-site technical support for faculty, staff, and students.

• Coordinate with other Helpdesk professional staff to facilitate hardware repairs, usually through outside vendors, ensuring good client communication throughout.

• Provide account management for faculty, staff and student workers.

• Develop technical standards; evaluate new products; train users on hardware systems and software applications; and identify and resolve problems on client workstations.

• Identify, recommend and develop solutions for improving business processes by working closely with campus constituents.

• Write, edit and maintain documentation for new technologies.

• Manage relationships with key campus constituents.

• Work with both technical and non-technical colleagues toward achieving organizational goals, including sharing of information and expertise and cultivating effective work relationships.

• Stay abreast of desktop computing technology developments and products.

• Continually upgrade skills through attendance at workshops, seminars, and conferences.

• Collaborate with colleagues at St. Olaf to develop and explore shared processes.

Additional Job Responsibilities:

• Coordinate selection of standard computer specifications for Carleton Faculty and Staff.

• Coordinate annual computer replacement process. Determine which computers are eligible for replacement, communicate with affected faculty and staff to determine current needs, order computers as needed, and schedule replacements.

• Maintain a supply of computer supplies and accessories, such as video adapters, power cables, hard drives, monitors, Ethernet cables, keyboards, mice, etc.

• Assist the Director of Technology Support in the annual New Technology Request Process.

• Maintain an accurate inventory of Carleton-owned computing equipment. Furnish reports as needed to the Business office for insurance or other purposes.

• Manage the Carleton VoIP system, including scheduling and interfacing with outside vendors for necessary repairs and upgrades.

NOTE: This job description is not intended to be all inclusive. Employee may perform other related duties to meet the ongoing needs of the organization.

• Bachelor’s Degree or equivalent combination of education and full-time work experience appropriate to the position.

• A minimum of three years’ experience providing computer support in an academic setting.

• In-depth understanding of and experience supporting Windows and MacOS, as well as mobile computing, including iOS, Android, and Windows Phone.

• Excellent oral and written communication skills, polished interpersonal skills, and superb diplomacy.

• Strong service orientation.

• Willingness and ability to consistently acquire new knowledge and skills.

• Detail oriented, with excellent follow-through.

• Ability to support a diverse community of faculty, staff, and students with varying levels of technical knowledge and engagement.

• Demonstrated ability to work as part of a team.

As per the Carleton Upward Mobility Program, priority consideration for internal applications will be given to those who apply by the close of business Wednesday, May 16, 2018.Pending the review of those internal applications, external applications will be considered at that time. External applications are welcome at any time.

Carleton College is a AA/EEO employer. We are committed to developing our staff to better reflect the diversity of our student body and American society. Members of underrepresented groups are strongly encouraged to apply.