Technology Services Desk Specialist, T2 Career Level
Grinnell College

Job Title:

Technology Services Desk Specialist, T2 Career Level

Information Technology Service

ABOUT GRINNELL COLLEGEGrinnell College is a private liberal arts college located in Grinnell, Iowa and is ranked #11 on the U.S. News and World Report's list of Best National Liberal Arts Colleges.Grinnell College is a top ranked Liberal Arts institution that values diversity, equity, inclusion, social justice, intellectual freedom, and social responsibility. We seek candidates that align with these values and have the ability and desire to advance our values and belonging within our community and the communities we engage. Ideal candidates will be prepared to collaborate and contribute to the mission and values of the college across all constituencies.

POSITION SUMMARYThis position is a member of a team of information technology professionals that are the initial point of contact for all technology services provided to employees and students of the College. The specialist is responsible for receiving, documenting, prioritizing, actively resolving, and escalating requests and will provide support through remote access tools, phone, e-mail, and in-person visits (where and when safe to do so). Specialists also occasionally work on larger departmental or enterprise projects and will be assigned a specific area of expertise in which they will specialize. The Specialist will create and maintain strong working relationships with administrative and academic offices in order to support-and understand-the use of technology throughout the college. Specialists maintain a professional, customer-first attitude.Key Responsibilities

• Provide support to all college constituents for campus computers, audio-visual hardware, operating systems, and applications via phone, email, remote support, and desk-side visits.
• Install new and replacement hardware, software, software upgrades using remote access and deployment tools.
• Monitor tickets entered into the Technology Services Desk break/fix and service request queues to completion, including follow-up for tickets referred to other ITS teams. Contact users after resolution to assure satisfaction with outcome.
• Provide mentorship, technical guidance, and training for ITS student employees.
• Occasionally provide after-hours support for special events.

• Associates Degree OR equivalent from two-year college or technical school plus one ear of relevant technical experience OR three years relevant technical experience
• Able to work independently with limited guidance and also work as a member of a team
• Adaptable to changing situations
• Recognizes the value of teamwork
• Must be able to interact professionally and positively with all constituencies at the college
• Champions Diversity, Equity, and Inclusion

• Experience supporting IT in higher education, especially liberal arts.
• Preferred certifications: CompTIA A+, HDI Desktop Support Advanced Technician, HDI Support Center Analyst, ITIL Foundations v3 or v4.
• Technical skill set to troubleshoot and resolve customer issues
• Strong customer service skills

Technology Services Desk Specialist

Non-Exempt

Staff

Full-Time

Regular

Selected candidate must successfully pass a background check prior to first day of employment.

No

S01055

Grinnell College is committed to establishing and maintaining a safe and nondiscriminatory educational and working environment for all College community members. It is committed to a policy of nondiscrimination in matters of admission, employment, and housing, and in access to and participation in its education programs, services, and activities. The College does not discriminate on the basis of race, color, ethnicity, national origin, age, sex, gender, sexual orientation, gender identity or expression, marital status, veteran status, pregnancy, childbirth, religion, disability, creed or any other protected class. Discrimination and harassment on any of the bases covered by state or federal antidiscrimination statutes is unlawful and a violation of Grinnell College policy.