Under general direction, the ITS Technology Support Specialist provides broad scope system and service support to students, staff, and faculty of the Colgate community in furtherance of the strategic mission of the university. The ITS Technical Support Specialist may also participate in regularly scheduled or limited scope projects as assigned. Provide services as a member of the Service Desk staff including, but not limited to:
Serve as the first point of contact for customers seeking technical assistance over the phone, or email (and in-person interactions).
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Provide client follow up as necessary, reply using email, phone, and ensure proper recording, documentation, and closure for all issues.
Utilize customer service skills to meet business goals and objectives and end-user needs. Ensure a high level of client satisfaction through frequent and clear communication on all work orders.
Manage the technical assignments and activities of a diverse team of student workers and cooperative work/study employees, and provide training and leadership to them as necessary.
Create and maintain documentation on internal procedures and document various department activities as assigned.
Maintain general awareness of advances and current trends in technology. Research issues and resolutions to technical problems. Acquire and maintain technical knowledge through reading, self-paced training, computer-based training or video-based training, courses, seminars, and other methods as necessary.
Professional Experience/Qualifications:
Technical proficiency in both Windows and Mac OS. Demonstrated advanced working knowledge of troubleshooting software, hardware, mobile devices, and other systems.
Through the interview process, can demonstrate:
excellent organizational skills
effective client interaction
reading, writing, and ability to effectively communication with diverse staff with tact and courtesy
ability to work with a diverse community (staff, faculty and students)
Demonstrated understanding of, sensitivity to, and respect for working in a highly collaborative environment with diverse populations.
Preferred Qualifications:
Professional experience in ITS/Information Technology Support roles.
Education:
Bachelor's Degree or 3 years of experience in support/customer service role.
EEO Statement:
It is the policy of Colgate University not to discriminate against any employee or applicant for employment on the basis of their race, color, creed, religion, age, sex, pregnancy, national origin, marital status, disability, protected Veteran Status, sexual orientation and gender identity and expression, genetic information, victims of domestic violence and stalking, familial status, and all other categories covered by law. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training at all levels of employment. Colgate University will not discharge or discriminate against employees or applicants who inquire about, discuss, or disclose their own compensation or the compensation of another employee or applicant. Colgate University is an Equal Opportunity Employer. Minorities/Females/Persons with Disabilities/Protected Veterans are encouraged to apply.
Internal Number: 3118
About Colgate University
Colgate University is a highly selective residential liberal arts institution distinguished by academic excellence and interdisciplinary inquiry. Located on a beautiful campus in upstate New York, Colgate takes pride in the active engagement of its students and faculty in local, national, and global communities.
