Technology Specialist

The Technology Specialist I provides technology support to the faculty, staff and students of Middlebury. This position assists with the management and deployment of end-user technology and software. She/he receives, diagnoses and either resolves or escalates requests, typically related to operating systems and devices, applications, media equipment and services, web services, ERPand other systems.

The Technology Specialist I position will serve as part of a collaborative work team that will provide a welcoming, courteous, and easy to navigate suite of technology services and resources. Particularly, User Services will provide services in the following areas: device management, user education, general support and distribution of information and presentation tools, and event/classroom support. As part of that team, she/he will contribute her/his individual skills and expertise as needed in order to help the team achieve its objectives. Every member of User Services will communicate professionally, clearly, and in a manner appropriate to their internal and external customers.

Offer is contingent upon successful completion of a criminal background check.

Promptly and reliably completes requests for technical support from customers, ensuring compliance with SLAs and resolving the majority on first contact. Customers can be students, faculty, staff or guests.
Researches issues that are not resolved on first contact using internal and external documentation. Leverages all resources including consultation with others at the institution, manufacturers, and vendors, driving all but the most complex issues to completion. Fully documents unresolved issues and escalates them properly.
Completes replacements of Institution-owned equipment and software on schedule.
Ensures the hardware and software inventory is accurate.
Maintains fluency with standard hardware, software and network configurations in use at the Institution. Evaluates and tests new technologies ensuring suitability and compatibility, before a campus-wide release.
Orients customers in the use of new and/or replaced devices, operating systems and applications.
Works cooperatively with others and accepts direction from supervisors.
Maintains effective communication with other work areas, ensuring optimal productivity and service to partners, customers and the institution.
Provide training and mentorship to other ITS staff members.
Evening and weekend work required.
Contribute to medium and large ITS projects which impact the greater Middlebury Institution.

Key Relationships
With supervisor
With User Services staff and other teams within ITS
With peers in other departments throughout the Middlebury enterprise
With faculty, students, staff and other key customers and partner stakeholders relevant to one’s area of responsibility
With consortium partners

Expected Outcomes
Support of information technology services that are reliable, secure and able to provide end-users with the critical information and applications needed to support teaching, learning, research, and the operations of the Middlebury enterprise.

A consistently high level of user satisfaction with the services provided by ITS.
A knowledgeable and responsive resource for resolution of technology issues.
A proactive approach to learning and implementing new technology tools and systems
Goals that are set and achieved.
Projects that are executed successfully, delivering expected results.

Contributes to the design, planning and execution of projects, typically related to teaching and collaboration.
Other duties are performed as assigned to assist the department in achieving and maintaining its mission.

Relevant Bachelor’s degree or equivalent with broad liberal arts knowledge and strong customer service experience.

Working knowledge of Windows and Apple devices, operating systems and applications required.
Working knowledge of the Internet and electronic communications software required. 
Certifications necessary to repair Dell and Apple devices
HDI (Helpdesk Institute) HDA certification or equivalent.

1-3 years of progressively responsible experience in a customer service role, preferably in an academic IT setting. 
Ability to communicate with both technical and nontechnical personnel in a results and customer service-oriented manner is essential. 
Ability to work successfully in a team-oriented environment, responding to rapidly changing demands. 
Must handle pressure gracefully.

The Middlebury Institute of International Studies at Monterey maintains a smoke-free workplace and complies with the Federal Drug-Free Schools and Communities Act and Drug-Free Workplace Act.

Essential job functions require moderate physical exertion and the ability to sit and stand for extended periods of time.

Must be able to lift and carry heavy, in excess of 60 lbs, equipment up or down several flights of stairs occasionally.
Must be able to push and pull up to 75 lbs frequently.
Requires frequent bending, crouching and reaching.

Offer is contingent upon successful completion of a criminal background check.