Technology Support Specialist

Bowdoin Information Technology is a dynamic, fast-paced and innovative atmosphere. The department is comprised of a team of dedicated career professionals excited about providing new technologies and excellent service to our clients and improving their own professional skills and knowledge. Bowdoin College supports and encourages professional development and career advancement. The Technology Support Specialist I is a member of the IT Solution Center Service Desk team responsible for the college’s centrally managed client computing environment which provides superior client service to the Bowdoin College community. S/he serves as a primary contact and technical consultant for faculty, staff and students and possesses strong communication, troubleshooting and problem-solving skills. S/he provides multi-platform software and hardware support for traditional desktop and mobile platforms for faculty and staff – demonstrating a mastery level through experience, education and certification in at least one platform (OS X or Windows). S/he is required to respond to phone calls, email messages, office visits and service requests by consulting, identifying, troubleshooting and resolving a variety of technology issues. Support is provided through office visits, remote tools and by telephone as required. S/he is expected to be a leader both internal and external to the Service Desk and the college community.

College: Bachelor’s Degree preferred.
Vocational: 2 year technical or equivalent experience.

Required:
• Provide superior client service while maintaining ideas of safety and security for self, the college and computing systems
• Strong communication (listening, verbal and written) and organizational skills
• Be able to provide logical and effective troubleshooting
• Even-tempered, positive and approachable attitude
• Diplomatic and able to manage stressful situations
• Enthusiastic and empathetic consultant for faculty, staff and students
• Mastery level (through experience, training and certifications) in supporting at least one operating system platform (OS X or Windows)
• Experience using some form of IT ticketing software, preferably, but not limited to, TeamDynamix
• Specialized training acquired from college, technical vocational, trade or business school
• Team player
• Self-motivated and able to work independently with limited supervision

Preferred:
• Apple Certification
• Microsoft Windows Desktop certification
• Knowledge of other IT areas including networking, systems management, group policy
• Knowledge of working in an academic environment

• Two+ years supporting one of two primary operating systems (OS X or Windows) in an enterprise environment or two-year technical degree in Computer or Information Technology
• Two+ years providing superior customer service
• Consulting, training, communicating and partnering effectively with clients at various technical abilities
• Responding to phone calls, email, office visits and service requests by consulting, identifying, troubleshooting and resolving various client technology issues.
• Experience with working in partnership with software and hardware vendors

Interactions:
Some contact with hardware and software vendors. Infrequent contact with emeritus employees, retirees, spouses of faculty/staff, trustees, prospective students, parents, alumni, auditors, dignitaries, friends of Bowdoin College and other community members. Seasonal contact with summer program guests.

Generally, M – F, 8:30 – 5:00 with occasional work outside of normal business hours or on weekends and holidays. This is a full time exempt position requiring time commitment necessary to satisfactorily complete job requirements.

Bowdoin College is a highly selective liberal arts college, enrolling approximately 1,800 students. Through a need-blind admissions policy, the College meets 100% of students’ demonstrated financial need with no loans. 32% of students identify as students of color, an additional 5% are international, and 45% receive financial aid. Bowdoin is a dynamic living and learning community committed to fostering pluralism, building community, and nurturing a commitment to the common good.

The College seeks academically and culturally diverse faculty and staff, welcoming applicants from diverse backgrounds, and/or who have experience working collaboratively with diverse populations. Bowdoin is set in the coastal New England town of Brunswick, Maine. Brunswick, a town of 22,000 residents, brings together elements of both city and country living including cultural offerings, a variety of restaurants, and four season activities for outdoor enthusiasts. Bowdoin’s historic 215-acre campus, comprising 120+ buildings, is a brief walk to downtown Brunswick, and is 25 miles from Portland and about 120 miles from Boston.