Job Number: R0004252
Please review the details for the position before applying for the opening. If you are
an internal employee, please apply through the internal portal on Workday. You should have your completed resume/cv and cover letter
ready to upload. You should upload both documents on the third page (the required section is named resume/cv – this is also where you
should upload your cover letter). These documents should either be in a PDF format (.pdf) or a Word document (.doc) format.
Job Description
Position Summary:
The Desktop Support Specialist is a member of the Computing Support
team whose members support all technical support for the College community. This position primarily provides computing support with a focus
on problem resolution related to computer operating systems, computer/phone hardware, software such as Google Workspace, Zoom Phone, and
digital signage. Participates in support for the range of software in use at the College and responds to trouble tickets sent to our
Salesforce based case management system. Diagnoses problems quickly and works under pressure to help individuals have a reliable and
successful technology experience. Communicates complex technical directions verbally and in written communication or documentation.
Coaches and trains users on how to apply computing and phone solutions, increase productivity, and prevent data loss. Works as a member of
the Technology Support Services team and participates in the work of the team with regular shifts at the Computing Help Desk and Classroom
Support. This position is required to be on campus.
Primary Position Responsibilities:
Provides support
for computer operating systems, computer/phone hardware, software such as Google Workspace and VoIP; works with individuals across the
community to provide information or assistance, resolve their problems and satisfy their expectations; knows about available equipment and
services; and is committed to providing quality customer service.
Provides just-in-time support, both at the Help Desk and
across campus, and responds to departmental technical emergencies in order to minimize data loss, meet deadlines, and support the needs of
users in a timely manner.
Tests software and hardware solutions and develops documentation related to LTS
solutions.
Performance Profile:
Users judge computing and technical support to be effective
and responsive to their needs. Users have confidence in the services provided as a result of effective diagnosis and resolution of
technical problems.
Response time and quality measures of support meet departmental goals and user expectations. Quick
responses to departmental emergencies minimize data loss and ensure mission critical services are maintained.
Users increase
their level of technical competence because of support and training provided and become more self-reliant in resolving technical
problems.
Education Required:
Experience Required:
Previous experience in a hands-on technical
job, experience with a broad spectrum of computer operating systems, applications and hardware, and proven written and verbal communication
skills.
Skills and Abilities Required:
Knowledge of computer software and hardware on various
platforms.
Technical competence acquired through formal or extensive on-the-job experience in order to work with and
evaluate technical information.
Organizes work, sets priorities, and determines strategies to solve technical problems.
Performs well as a member of a team and as a self-sufficient individual contributor.
Uses computers,
operating systems, and applications effectively to analyze information and communicate in the proper format.
Verbal,
written, and listening communication skills to identify and resolve technical problems and produce clear instructions and documentation
using language appropriate for a variety of audiences.
Other:
Due to the essential front-line
support provided by the Desktop Support Specialist, the position has significant impact across the College. Participates in project teams.
Is aware of the expertise of LTS colleagues and calls upon them when their skills will enhance the quality of the work being performed. The
changing nature of the work requires that the Desktop Support Specialist be self-motivated and capable of learning new skills. Maintains
confidentiality and discretion when working with passworded or sensitive materials. Follows College policies with regards to electronic
stewardship and data retention. Displays high standards of ethical conduct.
All employees hired are strongly encouraged to be up to
date with all vaccination and boosters against COVID-19.
Wellesley College offers a wide variety of benefits programs and
resources to its employees, including:
Generous paid time off
Following one year of employment, Wellesley
College will contribute up to 10.5% towards your 403B plan for eligible employees
Resources to navigate student loan
forgiveness
Free use of the athletic/fitness facilities, including onsite fitness classes
Free on-site
parking in an enclosed parking garage
Wellesley College is an Equal Opportunity Employer, committed to the
diversity of the college community and the curriculum. Wellesley College and all its subcontractors shall abide by the requirements
of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their
status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race,
color, religion, sex, sexual orientation, gender identity or national origin. Moreover, these regulations require that Wellesley College and
all of its subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion,
sex, sexual orientation, gender identity, national origin, age, disability or veteran status. Candidates who believe they can contribute to
that goal are encouraged to apply.
Wellesley College is an Equal Opportunity Employer, and we are committed to increasing the diversity of the college community and the curriculum. Wellesley College and all its subcontractors shall abide by the requirements of 41 CFR 60–1.4(a), 60–300.5(a) and 60–741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity or national origin. Moreover, these regulations require that Wellesley College and all of its subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status. Candidates who believe they can contribute to that goal are encouraged to apply.
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