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 $27.21-34.02 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.