ITS Technology Support Specialist

Hamilton, New York, Accountabilities: 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. The IT Support Specialist may also participate in regularly scheduled or limited scope projects as assigned. The core responsibilities of this position include: Initial client contact and baseline information gathering in person, by electronic means or by telephone in a timely and professional manner. Intake, diagnosis and ongoing evaluation of incidents or requests for services. Identification of incident patterns leading to, and subsequent identification of, systemic problems. Identification and, where possible, resolution of root causes of incidents. Documentation of client interactions, incidents, and requests. Communication about problems and resolutions according to defined standards of practice. Provide client follow up as necessary. Additional Responsibilities Manage the technical assignments and activities of student workers and cooperative work/study employees, and provide training and leadership to them as necessary. Assist with network registration and troubleshoot wireless and wired network issues Carry, pack or unpack, assemble or disassemble, connect or disconnect, configure or reconfigure and install or uninstall desktop computing and related hardware. Change Management: Champions university initiatives by adopting new methodologies, aligning team efforts with long-term institutional goals, and proactively driving continuous improvement. Maintain general awareness of advances and current trends in technology. Research issues and resolutions to technical problems. Participate in professional development and networking opportunities, such as attending regional or national conferences, workshops, and specialized training sessions. Create documentation on internal procedures and document various departmental activities as assigned. Perform other related duties and projects as assigned. At Colgate, our technology is driven by our values. We expect our team members to champion thoughtful communication, teamwork, respect, and empathetic customer service in everything they do. Professional Experience/Qualifications: Demonstrated technical proficiency in both Windows and Mac OS with demonstrated proof of at least one independently tested and issued professional technical certification. This requirement is waived for one year for existing employees transferred into this role, after which time this requirement shall be uniformly effective. Demonstrated advanced working knowledge of troubleshooting software, hardware, mobile devices, and other systems. Experience in customer service that demonstrates the ability to defuse challenging situations and remain calm and focused in order to provide support across varying levels of technical sophistication. Demonstrated advanced working knowledge of the software, hardware, and systems currently supported or provided by ITS (examples can be found at www.colgate.edu/software ). Demonstrated excellent organizational, client contact, reading, writing and communication skills for interacting with members of the Colgate community. Demonstrated understanding of, sensitivity to, and respect for working in a highly collaborative environment with diverse populations. Preferred Qualifications: Previous experience in a higher education setting. Experience in compliance with applicable laws, best practices and policy. Familiarity with networking concepts. Principles related to FERPA , Fair Use and intellectual property. Experience with programming or advanced system administration. A current valid driver's license. Education: Three or more years of professional experience and an earned Bachelor's Degree in Information Technology, or a related degree, or equivalent additional professional experience in the activities listed in the Accountabilities section. Other Information: Internal candidates strongly preferred. Work visa sponsorship is not available for this position. Physical Demands: The ability to lift up to 50 pounds. EEO Statement: The University recognizes that equal employment opportunity can only be achieved through demonstrated leadership. It is the Policy of the University to recruit, employ, retain, promote, and train employees on the basis of skills and experience, capacity to do the job, and valid job qualifications without regard to any characteristics protected by applicable local, state or federal laws.