it support analyst Hanover, NH
Dartmouth
Full Time
Hanover, NH
32 - 25.6 USD HOURLY Today
Job description
Position Purpose
IT Support Analysts ensure Tuck School faculty, staff, and students have an exceptional experience utilizing information technology services and support the optimal use of technology in effectively accomplishing and performing their work.
Description
Required Qualifications - Education and Yrs Exp
Bachelors plus 3-5 years' experience or equivalent combination of education and experience
Required Qualifications - Skills, Knowledge and Abilities
- Bachelor’s degree preferably in computing or information technology, or the equivalent combination of education and experience.
- 3-6 years of experience providing front line computing support services.
- Exceptional interpersonal skills with the ability to effectively assist often-frustrated customers in high-pressure situations.
- Experience in a progressive IT environment supporting a heterogeneous mix of integrated information and instructional technologies.
- In-depth experience in a highly networked environment supporting Microsoft Windows and Mac OS and associated software applications.
- Experience configuring and trouble-shooting computer hardware/software in a highly networked environment.
- Commitment to providing excellent customer service and to serving the technical support needs of a community with a wide-ranging technical skill set.
- Strong organizational skills with the ability to set priorities and manage time effectively in an environment with frequent interruptions.
- Ability to work independently as well as be an integral member of a multi-person support team.
- Strong technical writing and oral communications skills.
- Demonstrated ability to perform in a demanding and stressful environment.
- Dependability and a proven track record of commitment to IT support excellence.
- Demonstrated innovative analytical problem-solving skills.
- Commitment to diversity and to serving the needs of a diverse community.
Preferred Qualifications
- MCDST, CompTIA or other information technology support certifications.
- Experience working in a diverse educational environment.
Department Contact for Recruitment Inquiries
Lorin Parker, Executive Director of Talent Management
Department Contact Phone Number
603.646.2904
Department Contact for Cover Letter and Title
Lorin Parker, Executive Director of Talent Management
Department Contact's Phone Number
603.646.2904
Equal Opportunity Employer
Dartmouth College is an equal opportunity/affirmative action employer with a strong commitment to diversity and inclusion. We prohibit discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, veteran status, marital status, or any other legally protected status. Applications by members of all underrepresented groups are encouraged.
Background Check
Employment in this position is contingent upon consent to and successful completion of a pre-employment background check, which may include a criminal background check, reference checks, verification of work history, and verification of any required academic credentials, licenses, and/or certifications, with results acceptable to Dartmouth College. A criminal conviction will not automatically disqualify an applicant from employment. Background check information will be used in a confidential, non-discriminatory manner consistent with state and federal law.
Is driving a vehicle (e.g. Dartmouth vehicle or off road vehicle, rental car, personal car) an essential function of this job?
Not an essential function
Special Instructions to Applicants
Dartmouth College has a Tobacco-Free Policy. Smoking and the use of tobacco-based products (including smokeless tobacco) are prohibited in all facilities, grounds, vehicles or other areas owned, operated or occupied by Dartmouth College with no exceptions. For details, please see our policy. https://policies.dartmouth.edu/policy/tobacco-free-policy
Additional Instructions
Key Accountabilities
Description
Technical Assistance and Client Support (60%)
- As a member of a team, directly responds to a diverse array of telephone, e-mail and walk-in requests for computer support service, strictly adhering to generally accepted institutional support guidelines and policies.
- Assumes responsibility for problem resolution of service calls escalated by front line support.
- Triages problems quickly and effectively resolves or appropriately refers for prompt resolution and associated follow-up, at all times maintaining a high level of customer satisfaction and professionalism in a stressful environment characterized by high customer expectations.
- Applies intermediate to high technical knowledge to independently and expediently diagnose and resolve elevated problems or issues in a highly networked sophisticated computing hardware/software environment. Provides and is accountable for all aspects of client-side support service including: operating system, networking, applications software, and all associated peripheral equipment.
- Maintains and reviews accurate call tracking and resolution records in departmental systems.
Percentage Of Time
60%
Description
Equipment Support and Maintenance (20%)
- Delivers, installs, configures, and maintains sophisticated computing hardware and peripheral devices in offices, classrooms, and public areas requiring some lifting of heavy objects. (5%)
- Oversees the installation, testing and evaluation of upgrades and proposed new hardware/software configurations.
- Performs routine preventative maintenance, cleaning, and troubleshooting of equipment including printers, computers, and peripheral devices.
- Maintains and reviews call tracking and inventory records for all computing equipment and supplies.
Percentage Of Time
20%
Description
Project Support and Collaboration (15%)
- Collaborates with other teams to achieve the highest level of service standards for students, faculty, and staff.
- Completes special projects independently.
- Provides back-up audio/visual classroom technical support as needed.
Percentage Of Time
15%
Description
Training and Development (5%)
- Provides enhanced hardware/software training, guidance and advice to users.
- Maintains personal technical currency through continuous professional development.
Percentage Of Time
5%
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Demonstrates a commitment to diversity, inclusion, and cultural awareness through actions, interactions, and communications with others.
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Performs other duties as assigned.
