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Middlebury Colleges Information Technology Services (ITS) team has one common aim: to deliver technology services that seamlessly support the Colleges mission of providing transformative and immersive learning experiences. To achieve this, ITS is building a diverse and inclusive team of creative problem solvers who are passionate about technology, have a steadfast commitment to information security, are strong collaborators, and take pride in delivering excellent customer service.

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.

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.

Requirements

Position Prerequisites:

• 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. (link removed)
• 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 system

• 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 Working Conditions:

Requires frequent bending, crouching and reaching.

Benefits

This is a benefits-eligible, non-exempt (hourly) position with a hiring range of $26.32 - $32.89 per hour.

As an employee of Middlebury College, you will enjoy being part of a vibrant supportive community.

Middlebury Colleges offers its employees excellent compensation and competitive health, dental, life, disability, generous retirement matching, and vision benefits. Middlebury offers a generous time-away program - up to 34 days per year during the first two years of service, increasing as the term of service lengthens. Middlebury employees are eligible for robust educational assistance programs as well as free or reduced rates for cultural events and use of sporting facilities (including the College's golf course and Nordic and alpine ski areas). The result is a very high quality-of-life in a gorgeous setting.

Benefits include:

• Excellent Health Benefits: choose between a Low Deductible PPO or a HDHP with employer HSA contributions up to $2,000 per year, as well as vision and dental insurance options
• Retirement 403a with generous Employer contribution of 9% - 11% after 2 years of service (3% contribution for first 2 years). Option to start at the higher match level when transferring from an employer who matched at least 3% toward a qualifying retirement plan.
• Generous Dependent Tuition Benefit to pay for dependents' tuition at accredited colleges and universities
• Optional Flexible Spending Accounts (Dependent Care and Healthcare)
• Core Life and AD&D
• Short Term Disability
• Long Term Disability
• Combined Time Off (CTO): 26 days of paid time off a year for vacation or sick days in the first 2 years. 31 days of CTO after
• Holidays: Floating Holidays throughout the year as well as Paid Holiday from Christmas through New Year
• MiddCard Privileges: access to athletic facilities, discounts at the College store, library privileges, and discounts at cultural and sporting events. In addition, the card allows door access to certain campus buildings. Spouses or domestic partners of benefits-eligible employees are eligible to receive a Spouse/Partner card with the same privileges as the employee card (except door access).
• Discounts on season passes at Middlebury Snowbowl, the Ralph Myhre Golf Course and the Rikert Outdoor Center
• Professional Development and Continuing Education Funds