IT Support Specialist, Colgate University

Posted: 04/11/18 | SHARE:



Under general direction the IT Support Specialist provides broad scope system and service support to members of the Colgate Community in furtherance of the strategic mission of the university. The IT Support Specialist may also participate in regularly scheduled or limited scope projects as assigned. Provide services as a member of the Service Desk staff including, but not limited to:

  • Initial client contact and baseline information gathering in person, by electronic means or by telephone
  • Intake, diagnosis and ongoing evaluation of incidents or requests for services
  • Identification of incident patterns leading to, and subsequent identification of, systemic problems
  • Identification and, where possible, resolution for root causes of incidents
  • Documentation of client interactions, incidents and requests
  • Communication about problems and resolutions according to defined standards of practice
  • Provide client follow up as necessary
  • Manage the technical assignments and activities of student workers and cooperative work/study employees, and provide training and leadership to them as necessary.
  • Maintain and use a working knowledge and technical understanding of the systems, services and products provided and supported by ITS.
  • Maintain and use a working knowledge and technical understanding of the systems and infrastructure used to (a) authenticate and authorize users and (b) secure, support and maintain the entire end user computing environment. These include but are not limited to systems for domain and user group management, file and application service, remote control and evaluation of end user hardware, software license management, and usage reporting.
  • Maintain and use an expert-level technical understanding of at least two supported end user hardware platforms and related operating systems sufficient to acquire and maintain at least one independently tested and issued professional technical certification, as may be assigned.
  • Carry, pack or unpack, assemble or disassemble, connect or disconnect, configure or reconfigure and install or uninstall desktop computing and related hardware.
  • Maintain general awareness of advances and current trends in technology.
  • Assist in development and maintenance of online client resources.
  • Create documentation on internal procedures and document various department activities as assigned.
  • Assist in the organization and coordination of events that further the technical understanding around best practices in higher education computing for colleagues and clients.
  • Participate in professional development activities.
  • Perform other related duties and projects as assigned.



This entry- to mid-level position requires an earned Bachelor's Degree in Information Technology, or equivalent additional professional experience listed in the Accountabilities section.

Professional Experience/Qualifications:

  • Technical proficiency in both Windows and Mac OS.
  • Demonstrated proof of at least one independently tested, and issued professional technical certification. This requirement is waived for one year for existing employees transferred into this role, after which time this requirement shall be uniformly effective.
  • Demonstrated advanced working knowledge of the software, hardware and systems currently supported or provided by ITS.
  • Demonstrated excellent organizational, client contact, reading and writing skills.
  • Strong problem-solving skills, and capable of assuming a flexible approach with clients.
  • Experience in compliance with applicable laws, best practices and policy principles related to FERPA, Fair Use and intellectual property.
  • Experience with programming or advanced system administration.
  • Must be capable of working collegially with a diverse group of faculty, staff and students on a daily basis.

Preferred Qualifications:

  • Professional experience in ITS/Information Technology Support roles.
  • Previous experience in a higher education setting.
  • Familiarity and/or demonstrated experience with desktop deployment and administration suites such as SCCEM and KASPER JAMF.

Additional Information

Department Statement: Appointed by the ITS Director of Engagement and Support as a 12-month position.

Requisition No. 2018S060P

Work Schedule: Full Time

Normal schedule is daily Monday through Friday coinciding with the operating hours of the Colgate University ITS Help Desk. Periodic assignments of 24×7 on-call service, as scheduled. Occasional evening, overnight, weekend and holiday work, as assigned.

EEO Statement:

It is the policy of Colgate University not to discriminate against any employee or applicant for employment on the basis of their race, color, creed, religion, age, sex, pregnancy, national origin, marital status, disability, protected Veteran Status, sexual orientation and gender identity and expression, genetic information, victims of domestic violence and stalking, familial status, and all other categories covered by law. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training at all levels of employment. Colgate University will not discharge or discriminate against employees or applicants who inquire about, discuss, or disclose their own compensation or the compensation of another employee or applicant. Colgate University is an Equal Opportunity Employer. Minorities/Females/Persons with Disabilities/Protected Veterans are encouraged to apply.

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