The Technology Specialist I provides front-line technology support to the faculty, staff, and students of Middlebury College. This position receives, diagnoses, and either resolves or escalates users’ problems and questions regarding operating systems and hardware, software applications, media equipment and services, web services, ERP, and other administrative systems.

This is a full time, benefits-eligible hourly position with a hiring range of $28.14-$35.19 per hour.

Core Responsibilities:

Work in a wide range of settings, including Walkin, phone, email, zoom and chat. A first point of contact for customer technology issues, operations issues, and transactions such as printer malfunctions, system access, and password reset.
Research and learn new technologies while keeping up-to-date on IT trends and fixes
Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
All diagnostics steps and solutions to new technical problems are submitted as documentation articles.
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.
External user and internal documentation is accurate and comprehensive. All diagnostics steps and solutions to new technical problems are researched and published as documentation article ideas.
Workshops and one-on-one help sessions provided to campus customers
Outreach to campus customers and remote locations is performed to identify issues and support the customers technology needs. Communication with other work areas is effective, ensuring optimal productivity and service to partners, users and the institution.

Associates degree or equivalent with broad liberal arts knowledge and strong customer service experience.

Working knowledge of printing, Windows and Macintosh hardware, operating systems and applications required. Working knowledge of the Internet and electronic communications software required.
3 years of progressively responsible experience in a customer service role, preferably in a Service Desk and information services setting
Working knowledge of ticketing and knowledgebase systems
Must keep up-to-date on emerging technologies and fixes to potential technical issues
Extensive customer service experience.
Ability to communicate with both technical and non-technical personnel in results and customer-service-oriented manner is essential.
Ability to work successfully in a team-oriented environment, responding to rapidly changing demands. Must handle pressure gracefully.

Physical Demands and Working Conditions:

Requires frequent bending, crouching and reaching.

Other:

An offer for this position is contingent upon successful completion of a criminal background check and references.

As an employee of Middlebury College in Vermont or the Middlebury Institute in California, you will enjoy being part of a vibrant supportive community.

Middlebury offers its employees excellent compensation and competitive health, dental, life, disability, generous retirement matching, and vision benefits, and a generous time-away program - up to 34 days per year, increasing as the term of service lengthens. Employees are eligible for robust educational assistance programs. The result is a very high quality-of-life in a gorgeous setting. Middlebury Colleges offers its employees excellent compensation and other perks of employment including:

MiddCard Privileges: access to athletic facilities, discounts at the college store, library privileges, and cultural and sporting events. Spouses or domestic partners are eligible to receive a card with the same privileges.
Discounts on season passes at Middlebury College's Snow Bowl, the Ralph Myhre Golf Course and the Rikert Outdoor Center.
Access to our Partner Inclusion Program that provides comprehensive support services to the spouses and partners of Middlebury employees.
A full listing of our benefit offerings can be found on our website or click to see some of the other fun perks of working at Middlebury, whether in Middlebury, VT or Monterey, CA!

Middlebury College is an equal-opportunity employer where diversity, equity, and inclusion are core values. To this end, the College recruits talented and diverse faculty, staff, and students from across the United States and around the world. Middlebury College encourages applications from women, people of color, people with disabilities, and members of other protected classes and historically underrepresented communities. The College also invites applications from individuals who demonstrate an ongoing commitment to advancing diversity, equity, and inclusion in the workplace.

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Technology Specialist I