Technology Support Specialist II

The role of a Technology Support Specialist II within our organization is to serve as the first point of contact for customers seeking technical assistance over the phone, email or in-person. This role manages the work queue for the colleges Service Desk and the hardware associated for loaning. This role will maintain computer systems, hardware, and software for students, faculty, staff, and other constituents of the Colleges.

Essential Responsibilities:

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  Serving as the first point of contact for customers seeking technical assistance over the phone, email or in-person.

  
  


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  Performing remote troubleshooting through diagnostic techniques and pertinent questions.

  
  


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  Installing, configuring, and updating hardware and software on mobile devices, printers, laptops, desktops, classroom technology, etc.

  
  


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  Providing regular maintenance to existing hardware and computer systems.

  
  


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  Creating, updating and/or maintaining technology or service documentation.

  
  


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  Providing recommendations for improvements to operational efficiency that will result in better service to constituents of the Colleges.

  
  


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  Testing, assessing, and learning about updates and new technology.

  
  


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  Managing the Service Desk loaner pool of technology including hardware maintenance and process development

  
  


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  Managing the training of student staff.

  
  


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  Strengthen digital literacy skills through education and the application of digital technologies in order to effectively engage in information gathering, utilization, and data management while promoting a security culture.

  
  


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  Must complete all required federal, state, institution, and department training.

  
  


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  Engages in a planned program of professional development. Continually maintains skills and knowledge relative to the position and technology industry, including best practices, evolving operational requirements, and industry trends.

  
  


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  Demonstrate knowledge of the Colleges’ educational philosophy and mission.

  
  


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  Performs other related duties as required.

  
  

Other Information:

This is a full-time, 12-month, benefits-eligible position. This position description is not all-inclusive as other tasks or responsibilities may be assigned. Work hours are 8:30 a.m. to 5:00 p.m. during the academic year, with a possible shortened workweek during the scheduled summer hours’ time period. Some on-call hours may be required. Occasional weekend and evening hours may be necessary. Annual pay rate- $35,000-$45,000

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  2-4 years technical support experience, or the equivalent combination of experience, education and training.

  
  


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  Experience with both Windows and Apple operating systems.

  
  


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  A , ITIL, or similar certifications are preferred.

  
  


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  Must work well under pressure and have excellent customer service skills, including the ability to communicate technical processes to non-technical individuals.

  
  


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  The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.

  
  

Review of applications will begin immediately and continue until the position is filled. Interested applicants are encouraged to submit a cover letter, resume and the names with contact information of at least three (3) professional references to our application service, Interfolio (utilizing the Apply link on the right). Background check required.

If you have a question or need help on uploading your application materials, please contact Interfolio's support team at help@interfolio.com or call 1-877-997-8807 between the hours of 9:00 a.m. through 6 p.m., EST, Monday through Friday.

Hobart and William Smith Colleges are committed to providing a non-discriminatory and harassment-free educational, living and working environment for all members of the HWS community, including students, faculty, staff, volunteers, and visitors. HWS prohibits discrimination and harassment in their programs and activities on the basis of age, color, disability, domestic violence victim status, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, veteran status, or any other status protected under the law. Discrimination on the basis of sex includes sexual harassment, sexual violence, sexual assault, and other forms of sexual misconduct including stalking and intimate partner violence, and gender-based harassment that does not involve conduct of a sexual nature.