Computing Specialist II
Monterey Institute of International Studies - Middlebury, VT

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Status Update 5/6/2013 – No longer accepting applications.

The Computing Specialist II provides advanced computing technology support to the faculty, staff and students of Middlebury College. This position analyzes and researches issues with operating systems and hardware, software applications, operating systems and hardware, web services, Banner and other administrative systems.

The Computing Specialist II applies knowledge of the network structure, operating systems, hardware configurations and software applications to find solutions to a wide range of technology issues.

The Computing Specialist II position works in a wide range of settings including: call center, walk-in desk, and service request area and will handle requests specific to their workgroup. This position will serve as part of a collaborative work team that will provide a welcoming, courteous, and easy to navigate suite of library and technology services and resources. Particularly, the User Services cluster will provide services in the following areas: circulation and borrower services, user education, general support and distribution of information and presentation tools, and event/classroom support. As part of that team, she/he will contribute her/his individual skills and expertise as needed in order to help the team achieve its objectives. Every member of the User Services Cluster will communicate professionally, clearly, and in a manner appropriate to their internal and external customers.

Responsibilities

Essential Functions
  • Work cooperatively with others and accept direction from supervisors
  • 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.
  • 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.
  • 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.
  • 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.
  • Technology projects within the team are planned, documented and managed. Milestones and project goals are met.
  • Evening and weekend work required.

General Responsibilities
  • Other duties are performed as assigned to assist the department in achieving and maintaining its mission.

Qualifications

Education
Bachelor’s degree or equivalent with broad liberal arts knowledge and strong customer service experience.

Knowledge, Skills and Abilities
Extensive, working knowledge of Windows and Macintosh hardware, operating systems and applications required. Working knowledge of the College network environment. At least one of the following:
  • MCDST (Microsoft Certified Desktop Support Technician) Certification
  • ACHDS (Apple Certified Help Desk Specialist) Certification
  • CompTIA A+ Certification
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.
Experience
Minimum 2-3 years experience in computer and operating system support in a multi-platform, multi-protocol network environment. Extensive customer service experience. Working knowledge of Windows and Macintosh hardware, operating systems and applications required. Working knowledge of the Internet and electronic communications software 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.
Physical Demands
Able to lift and carry equipment up stairs.
Posting Information

Close Date

Open Until Filled
Yes

Special Instructions to Applicants
Status Update 5/6/2013 – No longer accepting applications.

Recommendations Some postings require contact information for reference providers for confidential letters of recommendation.

Recommendation Letter Requirements
Please note that confidential letters of recommendation are not required for this posting.

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