Support Center Technician

Colby College • Colby, KS

4d • Onsite

About The Position

The ITS support center technician is dedicated to providing excellent customer service and technical support for faculty, staff, and students through in-person, telephone, and online communication. The support center technician is part of a team which works to insure Colby faculty, staff, and students Tier 1 technology needs are met, and refer and track Tier 2 and 3 tickets on behalf of their customers. This position will provide technology support for the broad range of services offered by Colby ITS including end user devices and software. This position will be an advocate for Colby users within ITS for support processes, self-help documentation, and solutions to solve recurring issues. We encourage inquiries from candidates who will contribute to the cultural and ethnic diversity of the College.

Requirements

• High School Diploma or equivalent required
• Excellent customer service skills; effective and patient oral communication, especially helping people over the phone and in person are needed
• Effective writing skills for communicating through email, web documentation, and with people of all technical levels are required.
• Experience researching issues through vendor sites, general web sites, and web searches
• Identify repair solutions and how to implement and verify effective repairs
• Experience installing and supporting a range of standard office productivity applications
• Proven experience troubleshooting and supporting network connectivity, printer configuration, and Windows domain architecture
• Excellent interpersonal, communication, and organizational skills with a high level of motivation
• Attention to detail and accuracy are critical
• Must be able to work independently, exercise judgment, and manage projects with minimal supervision as well as to adjust as new projects are assigned
• Demonstrated sense of urgency and talent to work effectively under pressure and tight time constraints; multi-tasking is essential
• Ability to make an impact through work as a member of a team and diverse community
• Commitment to team participation including information sharing and mutual support

Nice To Haves

• Professional coursework or post-secondary education are a plus
• Solid troubleshooting experience at significant depth with either Windows or Apple operating systems, and a willingness to learn to support the other systems; prior experience supporting a range of Windows and Apple OS versions is highly desired

Responsibilities

• Support Apple, Windows, smart devices, and other personal computing resources through consulting and troubleshooting using telephone, on-line, and in-person communication
• Install and support applications commonly used at Colby, including Microsoft Office, various web browsers, web-based e-mail and calendar applications, FileMaker Pro, VPN clients, etc.
• Pursue additional training on both Apple, Windows, and smart device systems, as well as a range of applications required to maintain a high level of expertise
• Identify and track emerging issues affecting operating systems and applications and report to supervisors
• Recommend and make changes to the ITS support website ensuring information is accessible, sufficient, and up-to-date
• Track calls and actions by recording events in the service management system as they occur
• Monitor student technicians to ensure customer service during phone calls and walk-up traffic is handled appropriately
• Engage in communication and information exchange with other members of ITS as needed to provide optimal service to the campus community
• Generate appropriate e-mail and phone messages, keeping members of the community informed of outages or other service disruptions
• Encourage members of the community to use the ITS online knowledge base and other resources related to common support issues, for routine maintenance, and to foster self-sufficiency for effective and efficient use of computing resources
• Assist members of the campus community with general backup procedures including data restoration from backup sources
• Work as part of a team committed to continuous service improvement through ongoing review of support strategies and their effectiveness in meeting the IT needs of the Colby community.
• Ensure attention to workplace safety issues, including ergonomic issues related to workstation design and use by members of the community being supported
• Perform additional duties as assigned; duties, responsibilities, and activities may change at any time with or without notice

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED