Senior Technology Specialist
General Information |
| Position Title: |
Senior Technology Specialist
|
| Control Number: |
000603
|
| Reports To: |
001327 |
| Department Name: |
Library and Information Services
|
| Location: |
Library and Information Services
|
| Date Prepared: |
May-09
|
| Exempt: |
Yes
|
Primary Purpose |
|
The Senior Technology Specialist provides leadership and coaching to the students and staff who work in User Services. The Senior Technology Specialist serves as the leader for major projects in support of the mission of User Services. The Senior Technology Specialist serves as part of a collaborative work team that is responsible for overseeing the provision of technology support and education to the community. As part of that team, she/he contributes her/his individual skills and expertise as needed in order to help the team achieve its objectives. She/he is responsible for communicating openly with work team members as well as with other staff that are affected by the work of the Technology Support Team.
|
Responsibilities |
Works cooperatively with others and accepts direction from supervisors.
Primary Responsibilities:
- The staff and students of the Help Desk are provided leadership and coaching to ensure effective and consistent technical expertise and excellent customer service
- Requests for technical support from faculty, staff and students are promptly and reliably received and acknowledged, with a significant majority resolved on first contact.
- Issues not resolved on first contact are researched using the KnowledgeBase and web resources. All resources, including consultation with others in LIS, vendors and manufacturers are exhausted. All steps are fully documented and unresolved issues are escalated properly.
- Communication with other work areas is effective, ensuring optimal productivity and service to partners, users and the institution.
- Fluency with standard hardware, software and network configurations in use at the College is maintained.
- Support systems and services are actively analyzed, evaluated and developed as part of a team-based group.
- The student computer purchasing process is reliable, accessible and well documented and provides options for models that are price competitive and configured for successful use at Middlebury College.
- Upgrades of college-owned equipment and software are completed on schedule.
- An accurate and complete hardware and software inventory is maintained.
- External user and internal Helpdesk documentation is accurate and comprehensive.
- All diagnostics steps and solutions to new technical problems are researched and submitted as knowledgebase article ideas for review.
- The database tools used by technology support are configured and maintained to meet the needs of support staff and customers.
- Faculty and staff are oriented in the use of new and/or upgraded Windows and Macintosh desktop computing systems, including operating systems and application use, and in new and/or upgraded classroom technologies.
- The expertise of Media Services informs the planning, design and implementation of new teaching spaces or renovation of existing facilities.
- Technology projects within the team are planned, documented and managed. Milestones and project goals are met.
- A comprehensive training schedule of workshops and one-on-one help sessions is maintained, well attended and evaluated favorably by faculty, staff and students.
- New computing equipment and new releases of specialized applications are evaluated and tested for compatibility with current office computing environments, before campus-wide release.
- Knowledge of new computer equipment, applications and network systems in use at the College is constantly maintained.
- Other duties are performed as assigned to assist the department in achieving and maintaining its mission.
- Evening and weekend work required.
Key Relationships:
- With other members of the User Services cluster team
- With staff responsible for providing Technology Support
- Members of the Systems and Infrastructure, and Curricular Co-curricular Clusters
Key Principles:
Library and Information Services is part of an educational community and shares in the responsibility for supporting teaching and learning as part of the College mission. We are committed to the following.
- Proactive, responsive, respectful customer service
- Opportunities and expectations for employee development
- Collaboration within the organization, across the college, and beyond
- Effective and open communication
- Understanding the work of our customers
Expected Outcomes:
- A consistently high level of user satisfaction with the services provided by the User Services Cluster
- A well-supported and productive staff.
|
Education & Training |
|
Bachelor’s degree or equivalent with broad liberal arts knowledge.
Two out of the following:
- MCDST (Microsoft Certified Desktop Support Technician) Certification
- ACHDS (Apple Certified Help Desk Specialist) Certification
- CST (Certified Technology Specialist – Infocomm International
- CompTIA A+ Certification
|
Experience |
|
Minimum 3-5 years experience in computer and operating system support in a multi-platform, multi-protocol network environment. Extensive Customer service experience. Extensive working knowledge of Windows and Macintosh hardware, operating systems and applications required. Working knowledge of the Internet and electronic communications software required. Extensive working knowledge in at least one Media Service in support of teaching required. Ability to communicate with both technical and non-technical personnel in a results and customer service-oriented manner essential.
Ability to work successfully in a team-oriented environment, responding to rapidly changing demands. Must handle pressure gracefully. Excellent verbal and written communication skills.
|
Knowledge |
|
|
Other |
|
|
