Support Center Technician

Support Center Technician

The ITS support center technician provides excellent customer service and technical support for faculty, staff, and students through in-person, telephone, and online communication.

• Provide technology support for the broad range of services offered by Colby ITS including end user devices and software.
• Pursue additional training on 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.
• 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.
• Avoid repetitive issues by encouraging 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.

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.
• 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 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.

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.

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.