Job Description

General Scope of Duties
Are you a skilled, solution-oriented IT professional with a knack for exceptional customer service? Connecticut College, a beautiful campus community in scenic southeastern Connecticut, is looking for a Computer Support Specialist to join our dedicated Library & Information Technology (L&IT) team. Here, you’ll be a critical player in maintaining the reliability and security of our tech systems, providing expert support, and ensuring our faculty and staff have the tools they need to succeed. If you welcome new challenges and are driven by proactive problem resolution, we want to hear from you!

The Computer Support Specialist is a critical member of our IT support team, providing expert technical support, exceptional customer service, and ensuring the reliability and security of all college-owned computer systems. You will be responsible for diagnosing and resolving desktop support issues on both Windows and MacOS platforms, installing and maintaining hardware and software, and deploying standardized operating images. You will also serve as an escalation point for our IT Service Desk, exhibiting a willingness to learn new technologies and proposing innovative solutions to improve the customer experience.

General Duties and Responsibilities
Primary Duties and Responsibilities:

· Installs and Maintains Technology: Responsible for deployment, configuration, troubleshooting, and maintenance of all hardware and software on College computers
· Provide timely response to IT service tickets: Perform analysis, diagnosis, and resolution of complex computer equipment problems for end users, ensuring resolution has been achieved to the customer’s satisfaction.
· Maintain complete and accurate documentation in IT Service tickets to aid in resolution development and Knowledge Base article creation or updates.
· Maintain technical proficiency
· Meet the expectations outlined in the Computer Support Services Team Expectations document
· Ensure that all department, division, and college policies are adhered to, reviewed, and updated as necessary
Secondary Duties and Responsibilities:

· Collaborate with other L&IT Functional areas to troubleshoot issues that fall outside of the Computer Support Services team’s area of expertise
· Oversee IT Service Desk student employees in the IT Service Desk Coordinator’s absence and provide high-level support to the IT Service Desk
· Ensure routine maintenance schedules for the College’s computer fleet
· Contribute to the development and success of the Computer Support Services team and Library & Information Technology division by sharing information, continuously improving, supporting teamwork, and performing related duties as assigned.


Tertiary Duties and Responsibilities:
· Engage in Professional Development by attending conferences, online webinars, and connecting with peers at other institutions
· Participate in the life of the College by attending campus events such as athletic events, gallery openings, arts performances, student exhibits, and invited speakers.
· Other duties or responsibilities as may be assigned
Education and Skills
● Associate’s degree or coursework in Information Technology or equivalent work experience. Bachelor’s degree in a field related to technology preferred.
● 1-3 years of experience providing systems support in an enterprise or education environment
● Solid understanding of computer hardware (desktops, laptops, monitors, docking stations,etc.) software (MS Office, Google Workspace, Windows and MacOS), and networking concepts. Experience working with device management systems (Intune, JAMF, Kandji, etc.) is a plus.
● Attention to detail, ensuring accuracy in troubleshooting and problem resolution.
● Excellent customer support skills, interpersonal skills, and communication skills (both written and verbal), including the ability to convey complex issues to users who may have varying levels of technical expertise.
● Strong time-management and organizational skills, with a record of being flexible, accurate, detail-oriented, reliable, and self-motivated.
● Demonstrated ability to work in a team-oriented work environment.
● Must exhibit multicultural competence, possessing the skills and experience to work with diverse individuals.

About Library & Information Technology at Connecticut College


At Connecticut College, Library & Information Technology (L&IT) combines the best of libraries and technology services into one dynamic team. This innovative merger offers students, faculty, and staff a treasure trove of resources and services to support study, research, scholarship, and learning. We proudly engage with local and national consortia, including Educause, NERCOMP, the Consortium of Liberal Arts Colleges (CLAC), SIGUCCS, the Oberlin Group, and the Boston Library Consortium.

If you’re looking for a workplace that values diversity, innovation, collaboration, and the occasional coffee-fueled brainstorming session, then Conn College is the place for you. Join us,
Preferred Qualifications
Physical Demands
Mobility:
Frequently required to move about campus/building(s) to provide technical support at various locations.
Ability to walk, stand, bend, stoop, kneel, crouch, and reach as needed to install or repair equipment.
Lifting/Carrying:
Must be able to lift, carry, and move computer equipment and peripherals (such as CPUs, monitors, printers, and cables) weighing up to 40–50 pounds on occasion.
Manual Dexterity:
Frequent use of hands and fingers to handle, operate, and install computer hardware, cables, and peripherals.
Requires fine motor coordination for tasks such as connecting cables and using small tools.
Vision Requirements:
Specific vision abilities include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.
Prolonged viewing of computer screens is required.
Hearing and Communication:
Ability to communicate effectively in person and over the phone to assist users and troubleshoot issues.
Must be able to hear and respond to audio cues in the work environment.
Sitting/Standing:
Periods of both sitting and standing are required.
Extended time at a computer workstation performing data entry, remote troubleshooting, or monitoring systems.
Work Environment:
Work may occur in offices, classrooms, labs, and data closets, including tight or confined spaces.
Occasional exposure to dust, electrical equipment, and noise from computer systems and related hardware.