Key Responsibilities

Staffs the Helpdesk Walk-In Center and Call Center in addition to working with the Managed Devices group and Media Services group as needed throughout the Language Schools and other summer programs. Maintains fluency with standard hardware, software and network configurations in use at the College. Provides support for classroom technology and Middlebury events and screenings with a high level of customer service and customer satisfaction. Assists in the deployment of computers and peripherals on campus for faculty, staff and lab locations.  Troubleshoots technology issues and working with customers on campus for solutions. Promptly and reliably receives and acknowledges requests for technical support from faculty, staff and students, ensuring compliance with SLAs. It is expected that a majority of issues will be resolved on first contact. Researches issues that are not resolved on first contact using the knowledge base and web resources. Fully documents unresolved issues and escalates them properly. 35 hours a week work commitment throughout the summer. Weekend and evening work required. Must attend intensive training before Language Schools. All specialized skills and help resources will be covered in depth.

Desirable Skills

Networking Understanding of the Campus network infrastructure with the ability to understand network issues, intranet, servers. Familiarity with the World Wide Web; ability to use various software packages and support web development and questions Computer Hardware: Troubleshooting, consumer support, a basic understanding of the mechanics of a computer, current knowledge of the industry products and releases Lab maintenance as necessary – troubleshooting printing issues, supplies, and ensure workability of equipment in all ways. Software: Mac and Windows applications and operating systems Word processing, spreadsheets, databases Web browsers AV Technology: Proficient in basic classroom AV troubleshooting and support Communications: High level of communication skills High level of customer service Ability to provide computing support over the telephone Facilitate instruction sessions Work with the public Work as a member of a team.