Provide courteous and timely support to Library and Information Technology (LITS) and the Hamilton College community covering a wide range of computing and infrastructure related technical issues. Areas of support include, but are not limited to: hardware/software, network connectivity, identity management, and proper use of technology resources. The position assists student workers in servicing client requests and serves as an escalation point as needed for problem resolution.

Hamilton is deeply committed to diversity, equity, inclusion, and accessibility. This position supports LITS in creating an accessible, supportive environment for an educational experience that recognizes diversity and cultural competence as integral components of academic excellence.

This is a nonexempt position with a pay range of $25.00 - $32.00 per hour.

Client Services Support

Serves as a technical support provider for the Hamilton Community

Support duties include:

a. Triage and Troubleshoot customer technical issues while providing top-notch customer service in all interactions.;

b. Provide timely assistance by meeting our customers where they are - in person, email, phone or via remote assistance software.

c. Research problems that cannot be easily resolved. Share findings with the team and others in LITS as appropriate.

d. Record follow ups in ticketing software with appropriate attention to detail and in a timely manner;

e. Provides technical assistance to Help Desk student employees (Tier 1) and assumes responsibility for tickets escalated to Tier 2;

f. Uses good judgment and decision making to ensure compliance to standards and policies;

g. Maintains an advanced understanding of existing campus technologies and stays informed on emerging technology trends and tools;

h. Contributes to a service culture that includes: treating customers with respect, listening actively and politely, engaging in effective communication and promoting customer self-sufficiency;

i. Authors and/or contributes to Help Desk related technical support documentation (e.g. documents, web pages, knowledge base).

j. Demonstrated ability to concisely convey technical information (oral or written) in a manner easily understood.

k. Ensures timely completion of work and confirms that outcomes are fully documented and communicated to the client;

l. Regularly participates in team and department meetings and contributes to Help Desk team projects and specially assigned responsibilities;

m. Actively supports information security initiatives managed by LITS. Demonstrates an understanding of related policies and fully adheres to them. Remains current in desktop computer security, virus/spyware prevention and remediation. Regularly assists with review of available tools (e.g. anti-virus software, anti-malware software, etc.).

Infrastructure Support

• Serves as an Infrastructure technical support specialist assisting other Infrastructure units in project work or daily service tasks. The infrastructure support is designed to deepen support knowledge of backend systems/operations and may include:

a. Assisting in day to day service requests across the unit.

b. Assisting in operational tasks/projects such as:

i. computer imaging and deployment

ii. printer deployment

iii. software installation, testing and support

iv. network configuration, monitoring and troubleshooting

● Associate’s degree in computer science/technology or related field, or an equivalent combination of related education, training, and experience (PC/Mac technical support and/or client services support experience).

● Ability to work both independently and as a member of a team.

● Solid understanding of computers and troubleshooting skills related to such systems.

● Ability to work well under pressure and meet deadlines with minimal direction.

Preferred Education and Experience:

● Bachelor’s degree in computer science/technology or closely related field

● Experience in higher education.

● 2 years of applied PC/Mac technical support and/or help desk experience.

Knowledge, Skills & Abilities:

● Ability to positively interact with the College’s diverse constituency. Committed to appreciating differences and communicating appropriately.

● Must be patient and able to listen to others carefully and calmly. Must be able to speak clearly and be understood.

● Create a culture of high quality service.

● Ability to communicate technical information (both written and verbally) to non-technical people in an unambiguous, supportive and meaningful way.

● Must enjoy helping people (at all skill levels) to troubleshoot and solve technical problems both remotely and in-person.

● Excellent problem solving, analytical/reasoning, and organizational skills.

● Ability to learn and adapt to new skills and technologies.

● Ability to collaborate within our team, the department and across the College.

● Must be self-directed, with an ability to effectively manage time and meet deadlines promptly.

● Ability to handle multiple tasks with constant interruptions in an ever-changing environment.

● Demonstrates knowledge of operating systems, hardware, and software supported by the team at a level sufficient to effectively function as Tier 2 support and mentor student employees in these skills.

● Experience in Mac and Windows platforms, our standard supported hardware and software, and basic networking concepts. Multi-media related experience is a plus.

● Seeks out and participates in professional development including, but not limited to: seminars/webinars, relevant classes and training courses, relevant books, relevant certifications, and IT-related conferences.

Please submit a cover letter, resume and contact information for three professional references. Consideration of candidates will begin immediately and continue until the position has been filled.

Hamilton College is an Affirmative Action, Equal Opportunity employer and is committed to creating an accessible, supportive environment and an educational experience that recognizes diversity in all of its forms and a wide array of cultural experiences as integral components of academic excellence. Candidates who can contribute to those goals are encouraged to apply and to identify their strengths in these areas.