Job Listing

POSTED: December 15, 2016

Help Desk Specialist

Mount Holyoke College
South Hadley, MA
Full time
Customer Support

Reporting to the Manager of Community Technical Support (CTS), the Help Desk Specialist serves as a first point of contact for those in the Mount Holyoke community seeking technical assistance.

Characteristic Duties and Responsibilities:
1. Provide technical service and support over the phone, via chat, and in person to the Mount Holyoke community who seek assistance with technology, including computer hardware and software.
2. Responsible for incident tracking from receipt through closure and follow up with customer, to analysis and assessment. Specific activities include: incident tracking, working with users to resolve issues, reporting and analysis using ticket tracking software; assessment, triage, referral and assignment of incoming Help Desk work requests; coordination of issues and resolution within LITS departments; and communication with MHC community.
3. Mentor and provide technical support for student workers in the Student Diagnostics Center, Help Desk and Information Commons.
4. Develop and share thorough, accurate documentation of procedures and best practices for future reference.
5. Assist with desktop system imaging and installation.
6. Assist with field support, desktop computer and printing installs.
7. Keep abreast of current technology trends, tools, and campus needs.
8. Contribute to a continuous process of assessment to ensure the CTS Department’s success in advancing the College’s evolving goals in light of pedagogical, information, and technology changes. Assists the Manager of Community Technical Support in identifying, planning, and implementing the best solutions for Mount Holyoke.
9. Serve as member of the CTS team and work collaboratively to plan and achieve LITS Division goals and priorities, and engages in other professional activities related to the duties of the position.
10. Ensure compliance with professional and technology standards, license and regulatory requirements, and MHC standards, policies, and procedures.
11. Maintain a high level of quality customer service standards responding to questions and problems. Actively works with colleagues in LITS to create a welcoming and user-centered environment in which a diverse population of student, faculty, and staff can thrive.
12. Develop strong working, collaborative partnerships within LITS, with the College community, Five Colleges, and others to proactively identify, recommend, facilitate, and implement appropriate and effective policies, services, resources, support, and procedures that improve the ability of the College community to accomplish its teaching, learning, research, and administrative goals.
13. Evening and weekend work, may be requested on occasion; requests may be weather, emergency situation, or academic year start-up related.
14. Performs related team duties as assigned.

Qualifications/Skills: 1. Associate’s or Bachelor’s degree in an area that relates to Help Desk and technology services or equivalent work experience; 2. 2-4 years experience in direct technical support. Help Desk (HDI), Microsoft, or Apple certification preferred. Additional experience may be substituted for certification. 3. Applicants must have a broad knowledge of computer hardware (Macintosh, Windows, and mobile and peripheral devices) and software used in MHC’s academic environment, including Microsoft Office, G Suite and Adobe Creative Cloud, and demonstrated experience in diagnostics and troubleshooting in a multi-user, networked environment. 4. Candidates with a distinguished record of customer service, leadership, initiative and effectiveness in working with others, while maintaining a high quality and productive program will be given special consideration. 5. Excellent oral and written communication, organization, and problem-solving skills and the ability to work independently. This position works within a collaborative team where effective daily communication is critical. 6. Creativity, with a passion for supporting a collaborative work environment. 7. Demonstrated ability to work effectively with a diverse group of faculty, students, administrators, staff, and others. 8. Ability to keep all business matters confidential and use tact and discretion in all interactions. 9. Flexibility to accept, manage and incorporate change and the ability to manage multiple tasks and priorities simultaneously and effectively in a fast-paced environment. 10. Enthusiastic service orientation with sensitivity to the needs of users at all skill levels; the ability to convey technical information to a non-technical audience is essential; 11. Ability to travel as needed to participate in consortia and professional meetings and events. 12. The physical requirements of the position include: a) Hearing and speaking abilities to effectively communicate through the telephone and in person. b) Ability to lift computers, monitors, printers (up to 45lbs) to desktop level on occasion.
see Skills/Experience.
The Library, Information and Technology Services (LITS) Division at Mount Holyoke College (MHC) is committed to providing integrated information and technology services and resources that enable students, faculty, and staff to creatively and productively advance the College’s mission: To educate a diverse residential community of women at the highest level of academic excellence and to foster the alliance of liberal arts education with purposeful engagement in the world. Mount Holyoke is committed to fostering multicultural diversity and awareness in its faculty, staff, and student body. Women and persons of color are especially encouraged to apply. The Mount Holyoke campus has grown increasingly diverse over the past fifteen years. We appreciate the complexities of living and working in a diverse world and strive to find ways to redress inequities. We particularly encourage people who share these commitments to submit their applications.