Position Information

Position Title
CIT - Technology Success Advocate

Classification Title
Hourly Full Time (0.75-1.0 FTE)

Benefits Eligibility
Benefits Eligibility

Department
Computing and Information Technology

Job Description

The primary goal for this position is to equip users with skills and knowledge to self-sustain technology use. Part of the team that provides technical assistance to the Hope College community, this position designs training and resources for community confidence and competence while triaging and solving IT problems and questions that arise by the people of Hope College.

• In conjunction with the Help Desk Service Manager and other support staff:
  • Provide initial contact, problem analysis and triage for end-users in all aspects of computing, communication and data supported by CIT
  • Maintain liaison with end users and technical staff to communicate the status of problem resolution to end users
  • Respond appropriately to user requests and problems
  • Log and track requests for assistance related to CIT -supported systems. Assign to CIT staff as appropriate

Demonstrated Outcomes: Observed professional demeanor when interacting with the Hope community. Demonstrated collaborative work with the Help Desk Service Manager. Positive feedback from the Hope community.

• Support:
  • Adobe Creative Suite.
  • Google Workspace.
  • Hope-Developed Applications.
  • Moodle Learning Management System.
  • Microsoft Office.
  • Windows, Android, and Apple OS.
  • Make attempts to support hardware/software not on the above list as appropriate.
  • Note: The above list is current as of October 2024

Demonstrated Outcomes: Provide phone/email/in-person support when a user is experiencing problems. Proactively pursues and seeks to learn how these technologies change and evolve. Creatively troubleshoot unique problems as they arise.

• Educate:
  • Develop appropriate campus-wide computer software application training workshops and seminars for Hope faculty, staff, and students.
  • Work with appropriate Hope College faculty and staff to develop and implement core computer literacy requirements on an individual/group basis.
  • Maintain records of training and training evaluations.
  • Write and modify documentation for user training.
  • Develop customer service feedback mechanisms from the Hope community.
  • Create instructional materials to be accessed online.

Demonstrated Outcomes: Present at professional development opportunities at Hope College. Assessing and surveying campus needs for support. Scheduled times throughout the year to meet with users and provide instruction.

• Develop and Mentor:
  • Student staff with basic technical and customer service knowledge to support and triage IT issues so that they are proficient in providing assistance to the Hope community.

Demonstrated Outcomes: Provide feedback on job performance and mentorship to student staff. Develop training materials in collaboration with student supervisors.

As technology evolves, this position will continue to evolve with it. The responsibilities in this position description may also change.

Provide support, as assigned by management, for other areas of the college during times of high volume and change.

Qualifications

• Bachelor’s degree or equivalent experience required
• Work-related experience in technology support or similar role
• Flexible schedule and may have to work some weekends and evenings
• Aggressiveness: Moves quickly and takes a meaningful stand without being abrasive.
• Calm under pressure: Maintains stable performance when under heavy pressure or stress.
• Communication: Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including email.
• Creativity/Innovation: Generates new and innovative approaches to problems.
• Efficiency: Able to produce significant output with minimal wasted effort.
• Enthusiasm: Exhibits passion and excitement over work. Has a can-do attitude.
• Flexibility/adaptability: Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.
• Honesty/integrity: Does not cut corners. Is ethical. Earns trust and maintains confidence. Does what is RIGHT, not just what is politically expedient. Speaks plainly and truthfully.
• Learner: Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new information.
• Listening skills: Lets others speak and seeks to understand their viewpoints. Listens to understand instead of listens to debate.
• Persistence: Demonstrates tenacity and willingness to go the distance to get something done.
• Teamwork: Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship