IT Service Point Assistant

4 days ago


Northampton, United States Smith College Full time

NORTHAMPTON IT Service Point Assistant If you have any questions about the position or our application process, reach out to us at recruiting-u@smith.edu. This position is a part-time casual worker employed by Smith College. The work hours for this position are typically 9:30a - 1pm but could be subject to change based on the needs of the department. The ITS Service Point Assistant provides technical services and support, primarily assigned to the Central Service Point (CSP) at Neilson Library. The person in this role will have the following responsibilities: Provide user support for digital media and laptop/computer-related equipment loaned to the Smith community. Assist with printing support and computer checks. Respond to support requests submitted by Smith community users via the ITS ticketing system. Coordinate, as applicable, with the IT CSP team, media producers, support specialists, and technicians. Provide supportive guidance to student staff on duty. Advise on loan equipment and assist with walk-up requests. Help to ensure applicable operating procedures are followed. Job performance should be a positive model for the students. Assist with maintaining the inventory of existing equipment and adding new equipment to circulation. Collaborate with the CSP manager and the rest of the User Support team on projects as part of continuous improvement of the IT support operations at the service point. Work cooperatively with the library staff on duty at the CSP. Be seen as a valuable IT liaison between the libraries and IT teams located in other offices across campus. Skills: Excellent computer and customer service skills and attention to detail. Strong communication skills, both written and verbal. Demonstrated ability to collaborate with diverse teams throughout the organization and to work effectively with end users of varying technical knowledge to deliver excellent support. Strong aptitude to learn new technologies quickly, including digital media equipment. Ability to perform technology-related troubleshooting and to exercise excellent judgment when routing and escalating issues to other service teams. Familiarity with service ticketing systems is a plus. All successful ITS staff are known for effectively applied expertise, thoughtful attention to detail, timely and appropriately calibrated follow-up, proactive and constructive problem-solving, openness to new approaches, and for building effective partnerships and trust within ITS, across the College and (where relevant) with external partners. Please attach/upload a current resume and cover letter in order for your application to be considered for this position.



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