Technology Support Specialist

Position Purpose: The Technology Support Specialist is responsible for answering client questions and for troubleshooting and resolving problems related to hardware, software, and network issues in a multi-platform environment. Support is provided by telephone, email, remote access, and field support to offices, labs and classrooms.

Job Duties:

• Researches and resolves client service requests in a timely manner to minimize client downtime.
• Assure equity, inclusion and anti-racism as central to their work and the delivery of services to faculty, staff and students.
• Enters problem descriptions and resolutions into call tracking software.
• Handles the detailed deployment, inventory, and tracking of all technology equipment across campus including new hardware, office moves and equipment retirement.
• Diagnoses and repairs malfunctioning desktop/laptop hardware and peripherals, including equipment not under warranty. Consults with vendor representatives when necessary.
• Works closely and productively with staff from Networking and Infrastructure Services, Software Development and Integration, and Curricular and Research Computing to provide superior customer service and maintain a collegial and customer-centered support environment.
• Works closely with ILS staff to develop and document solutions.
• Provides training to faculty, staff, and students on the use of supported academic and administrative hardware and software.
• Provides specialized project assistance to the faculty, staff and students.
• Dispatches other resources as necessary.

Additional Job Functions:

• Communicates critical information concerning system interruptions and problems to Help Desk Support staff and other groups within ILS.
• Participates in team projects that enhance the quality and efficiency of ILS.
• Requires occasional evenings and weekend assignments.

Minimum Qualifications: Education Minimum of an Associate’s degree in a related field and/or 1-3 years of relevant experience in technology support are required. Experience

• 2+ years of customer service experience.
• 2+ year troubleshooting or support experience.
• Experience working in Windows, Apple, and mobile environments including hardware, software, and networking is desired.
• Experience diagnosing and repairing Windows and Apple computers is desired.

Skills and Knowledge

• Commitment to equity and inclusion, and serving the needs of a culturally and educationally diverse community.
• Excellent customer service skills and ability to effectively communicate with an increasingly diverse community of customers including students, faculty, staff, parents and alumni.
• Excellent problem identification and solving skills.
• Strong organization skills with high level of attention to detail.
• Ability to adapt to constantly changing technologies.
• Ability to write and speak effectively using a variety of +media.
• Highly independent and able to complete in a timely manner projects integral to HDS and ILS.
• Ability to work well under pressure and manage multiple tasks and projects.
• Valid Maine driver’s license.
• Awareness of technology support issues.
• Ability to provide a positive role model in stressful environment.
• Familiarity with standard office productivity applications.
• Familiarity with end-user training.
• Familiarity with Help Desk Call Center operations and ticketing and tracking systems.
• Familiarity with basic network and file server issues, ITIL and HDI.

Benefits: Bates College offers competitive salaries, excellent benefits (health, dental, 9% retirement contribution with potential for an additional 3% match, 10 days of vacation*, 13 paid holidays, free parking, access to library and athletic facilities & more), and a supportive, collegial environment in a drug- and smoke-free workplace.