Technology Services Specialist

Hartwick College • Oneonta, NY

47d • $20 - $22 • Onsite

About The Position

The Technology Services Specialist has responsibility for supporting College-standard computing equipment and software for the Hartwick College community. This support includes laptop and desktop computers, peripherals, software, public access computer labs and printing stations. The Technology Services Specialist provides guidance in the day-to-day work of 15 student employees, including training and support. The TSS assists the community with accounts, permissions and access to campus resources. The TSS assists with the campus transaction system, and maintains card readers, the ID printer, cash registers, and door controllers. The TSS represents the TRC at many College fairs and events for incoming students and assists with other special events as needed.

Requirements

• Minimum requirements for this position include one to three years prior experience repairing laptop computers, desktop computers, and printing devices; and one to three years prior experience working in a “help desk” environment, preferably in an educational setting.
• Clean driving record and a valid driver’s license
• Demonstrated knowledge of the standard technologies (hardware, software) adopted by the College including Windows and Macintosh operating systems.
• Excellent communications skills, particularly the ability to describe technical problems to both end users and technical staff.
• Experience working in a fast-paced and challenging workplace environment which involves high-pressure situations, multiple simultaneous projects, tight deadlines and a fluid structure.
• Demonstrated ability to evaluate and think creatively with regard to solving problems.
• Demonstrated ability to work as an effective member in a team environment; ability to manage time and multi-task; and a strong customer service orientation.
• Knowledge of basics and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• The Technology Services Specialist is frequently required to repair computers and peripherals; thus, close vision and precise dexterity is required.
• Significant phone consultation is required, so good hearing and speaking skills are required.
• The Technology Services Specialist is frequently required to stand, walk to other areas on campus, lift computers and peripherals, and carry computers and peripherals within the TRC and to/from other work areas on campus.
• As the position involves the use of computer systems the Technology Services Specialist is frequently typing and viewing a computer screen or monitor.
• As an essential role of the Technology Services Specialist is to communicate with other TRC staff and students in addition to students, faculty, and staff at the College, talking and hearing are frequent activities.
• Environmental conditions are often a cold office environment (winter or summer as a consequence of environmental requirements for computer and systems equipment); the remote storage area may be cold in the winter, and very warm in the summer.
• The Technology Services Specialist may lift and/or move up to 50 pounds; lifting and moving of items of greater weight is typically assisted by hand cart.

Responsibilities

• Computer Support
• Consults and helps users determine what software and hardware will best support ongoing and new projects.
• Provides troubleshooting and repair for College-owned standard hardware and software
• Prepares new Hartwick College computers, transfers data from old computers, and assists staff with how to use them on the Hartwick network
• Supports students in getting personal laptops on the College network and in using College resources
• Infrastructure Support
• Assists with troubleshooting infrastructure equipment including network wiring, phones, security cameras, and wireless access points as needed.
• Assists with installation of infrastructure equipment as needed.
• TRC Center Operations
• Answers phones and email, opens support tickets and maintains office records.
• Responds to emergency calls for support during office hours
• Assists campus community with account issues, permissions and access to campus resources
• Collects repair costs and rental fees from students using WICKit and TRC cash register, as needed
• Documents all work performed in IT Ticketing Software
• Represents the TRC at College fairs and other events
• Campus Transaction System
• Troubleshoots hardware and software components of the transaction system including card readers, cash registers, printers, ID card printer, doors, and controllers.
• Opens service cases to resolve hardware or software problems and sees cases through to completion.
• Public access labs & printers
• Manages public computing labs and printers by managing lab checks twice daily to monitor paper, toner and working status of lab machines.
• Replaces components as needed.
• Orders papers and maintains supply
• Student Technology Assistants Program
• Provides guidance and assistance to STA’s when time, need, and situations allow.
• Training
• Trains students, staff, and faculty in use of computers and software
• Inventory
• Troubleshoots and Diagnoses failed/damaged warranty/out-of-warranty hardware and work with vendors and manufacturers to return products for depot repair.
• Assists in inventory of equipment as machines are deployed, moved, and decommissioned
• For equipment being decommissioned, ensures hard drives are cleared with appropriate tools so they are safe for resale or disposal.
• General Expectations
• Creates and maintains positive relationships with all internal and external constituents
• Demonstrates a commitment to the mission and purpose of the department; instills this commitment in students in the department.
• This position, while a direct report of the Director of Technology Operations, will be tasked with taking requests and orders from the leadership teams of Networking, TRC, Mailroom and Media Services.
• Participates as appropriate in college-wide organizations, committees, task forces, etc.
• Provide backup coverage or assistance at the Mail & Copy Center on a case by case basis.
• Deliver on service commitments and meet agreed upon deadlines
• Comply with all applicable College, federal, state, local and associational laws, rules and regulations.
• Participate in significant campus activities, such as but not limited to; Welcome Weekend, True Blue Weekend, and Commencement Weekend.
• As a representative of the College, comport oneself in a professional manner at all times, both on and off campus.
• Performs other duties as assigned.

Benefits

• Hartwick offers health benefits to domestic partners of employees, flexible scheduling, opportunities to engage in athletic and cultural events (concerts, exhibits, and lectures) and tuition benefits for eligible employees and their dependents.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees