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Technology Support Specialist

Posted: December 3, 2020
Description
Skills
Education
Company Description

Colgate University is seeking an organized, motivated person for an IT Support Specialist position. This position provides the opportunity to coach a group of diverse students to grow a high-performance team.

ITS endeavors to foster an inclusive environment that values diversity, professional development, creativity, and innovation to support the growth of individuals and the organization. Under the leadership of the CIO, ITS is embarking on a strategic planning process to align services and resources with several exciting new initiatives identified in Colgate’s Third Century Plan.

The Engagement and Support team is the primary point of contact for our community and we strive to enhance the productivity of our user communities by empowering them through making information and tools accessible to them. In this role, you will work closely with other IT Support Specialists and our hardware installation team to support our students, staff, and faculty and work with the rest of the IT teams as escalations and projects require.

We’d love to hear from you – even if you do not meet 100% of the preferred/desired qualifications.

Accountabilities
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.

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 communicate 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.

Bachelor’s Degree or 3 years of experience in a support/customer service role.

Colgate University’s Information Technology Services (ITS) is a dynamic organization that serves the diverse technology needs of the university community. Comprised of several functional areas – Classrooms, Digital Media & Events; Data Analytics & Decision Support; Engagement & Support; Information Security; Learning & Applied Innovation; Services & Shared Infrastructure – ITS prides itself on exceptional customer service and building collaborative relationships to meet the unique needs of our liberal arts campus. ITS endeavors to foster an inclusive environment that values diversity, professional development, creativity, and innovation to support the growth of individuals and the organization. Under the leadership of the CIO, ITS is embarking on a strategic planning process to align services and resources with several exciting new initiatives identified in Colgate’s Third Century Plan.

Description

Colgate University is seeking an organized, motivated person for an IT Support Specialist position. This position provides the opportunity to coach a group of diverse students to grow a high-performance team.

ITS endeavors to foster an inclusive environment that values diversity, professional development, creativity, and innovation to support the growth of individuals and the organization. Under the leadership of the CIO, ITS is embarking on a strategic planning process to align services and resources with several exciting new initiatives identified in Colgate’s Third Century Plan.

The Engagement and Support team is the primary point of contact for our community and we strive to enhance the productivity of our user communities by empowering them through making information and tools accessible to them. In this role, you will work closely with other IT Support Specialists and our hardware installation team to support our students, staff, and faculty and work with the rest of the IT teams as escalations and projects require.

We’d love to hear from you – even if you do not meet 100% of the preferred/desired qualifications.

Accountabilities
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.

Skills

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 communicate 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 a support/customer service role.

Company Description

Colgate University’s Information Technology Services (ITS) is a dynamic organization that serves the diverse technology needs of the university community. Comprised of several functional areas – Classrooms, Digital Media & Events; Data Analytics & Decision Support; Engagement & Support; Information Security; Learning & Applied Innovation; Services & Shared Infrastructure – ITS prides itself on exceptional customer service and building collaborative relationships to meet the unique needs of our liberal arts campus. ITS endeavors to foster an inclusive environment that values diversity, professional development, creativity, and innovation to support the growth of individuals and the organization. Under the leadership of the CIO, ITS is embarking on a strategic planning process to align services and resources with several exciting new initiatives identified in Colgate’s Third Century Plan.

Position Overview

Company

Colgate University

Location

Hamilton, NY

Job Type

Full time

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Position Details

Description

Colgate University is seeking an organized, motivated person for an IT Support Specialist position. This position provides the opportunity to coach a group of diverse students to grow a high-performance team.

ITS endeavors to foster an inclusive environment that values diversity, professional development, creativity, and innovation to support the growth of individuals and the organization. Under the leadership of the CIO, ITS is embarking on a strategic planning process to align services and resources with several exciting new initiatives identified in Colgate’s Third Century Plan.

The Engagement and Support team is the primary point of contact for our community and we strive to enhance the productivity of our user communities by empowering them through making information and tools accessible to them. In this role, you will work closely with other IT Support Specialists and our hardware installation team to support our students, staff, and faculty and work with the rest of the IT teams as escalations and projects require.

We’d love to hear from you – even if you do not meet 100% of the preferred/desired qualifications.

Accountabilities
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.

Skills and Experience

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 communicate 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 a support/customer service role.

Company Description

Colgate University’s Information Technology Services (ITS) is a dynamic organization that serves the diverse technology needs of the university community. Comprised of several functional areas – Classrooms, Digital Media & Events; Data Analytics & Decision Support; Engagement & Support; Information Security; Learning & Applied Innovation; Services & Shared Infrastructure – ITS prides itself on exceptional customer service and building collaborative relationships to meet the unique needs of our liberal arts campus. ITS endeavors to foster an inclusive environment that values diversity, professional development, creativity, and innovation to support the growth of individuals and the organization. Under the leadership of the CIO, ITS is embarking on a strategic planning process to align services and resources with several exciting new initiatives identified in Colgate’s Third Century Plan.

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