Client Services/Infrastructure Support Specialist (2 positions)

Details

Posted: 06-Apr-24

Location: Clinton, New York

Salary: Open

Categories:

Information Technology
Staff/Administrative

Internal Number: F5A211C1-0C5E-456A-83B4B386F1F597FA

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

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About Hamilton College
United States. Founded in 1793 as the Hamilton-Oneida Academy; chartered in 1812 as Hamilton College; third oldest college established in New York State. Our mission is to provide an educational experience that emphasizes academic excellence and the development of students as human beings, as we prepare them to make choices and accept the responsibilities of citizenship in a democratic world of intellect and diversity. Hamilton's 1,350-acre campus is situated on a hilltop overlooking the picturesque village of Clinton, N.Y. The College is eight miles southwest of Utica, 45 minutes east of Syracuse, one hour from the Adirondack Park to the northeast and 90 minutes west of Albany.
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