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Position Detail - IT Support & Access Specialist

IT Support & Access Specialist

Apply now Job no: 493117
Work type: Staff Full-time
Location: South Hadley, MA
Categories: Information Technology

Position Type: Staff Full-time

Hours per week: 37.5   

Weeks per year: 52

Work Schedule: Monday through Friday, 8:30am to 5:00pm; occasional nights and/or weekends as needed 

Department Summary & Job Purpose:

Mount Holyoke College’s Library, Information and Technology Services (LITS) Division empowers a diverse and inclusive learning community equipping every person to purposefully engage the world. We connect people with the information, expertise, spaces, and technologies that enhance their work and fuel scholarly endeavor.

The IT Support & Access Specialist applies broad technical knowledge and proven troubleshooting approaches, to deliver technology support, campus OneCard (key-card/payment-card) services and provide onboarding support with a focus on the user-experience. The IT Support & Access Specialist will embrace access control and service management practices, model collaboration, and encourage teamwork and knowledge sharing in support of continual service improvement. As a key service liaison to campus constituents, the incumbent builds and maintains strong internal and campus-wide working relationships, is a trusted technology service advisor and process champion who may be required to respond to occasional off-hours needs.

 

Core Job Duties and Responsibilities: 

  • Provide direct technology support to users in a multi-channel support environment, including: troubleshooting campus technology issues, responding to complex or escalated incidents, documenting status updates and keeping users informed. Author, update or modify templates, solutions or known issues for inclusion in the internal knowledgebase or online self-help repositories. 
  • Facilitate employee onboarding efforts and account lifecycle tasks. Collaborate with Human Resources, hiring supervisors, and LITS partners to deliver technology orientation for new employees that enables effective access to and use of technology resources and appropriate access/entitlement removal at separation. 
  • Create and maintain documentation and training materials related to LITS services, including those used to support access services, onboarding and outreach efforts. Deliver training or presentations as needed. 
  • Coordinate the delivery of customer-facing access services (OneCard and MHC Accounts) for the campus community and Five College constituents. Perform the day-to-day activities related to OneCard service delivery Assist with other OneCard services activities as needed.
  • % - Collaborate with campus OneCard administrators to document processes, practices and workflows and in response to cyclical access services projects. Develop and produce access control support materials. Liaise with campus partners to support special programs or event access as needed. 
  • Collaborate with team members, LITS partners and campus partners to continuously improve workflows/service delivery with a focus on process automation. 
  • Demonstrate and model a commitment to delivering excellence in customer service, with a focus on enabling teaching, learning and college operations. Actively work with colleagues in LITS to create a welcoming, inclusive, accessible, and user-centered environment in which a diverse population of students, faculty, and staff can thrive. 
  • Champion continuous process improvement efforts. Provide mentoring and coaching to team members and Student Technicians. Coordinate projects and contribute to committees or working groups as needed.
  • Maintain currency in the field, keeping abreast of trends, standards and practices. Serve as a technical advisor for access services/onboarding as needed. 
  • Ensure compliance with license and regulatory requirements, data security, MHC standards, policies, and procedures as well as professional standards. Maintain privacy and use discretion in execution of work.
  • Work collaboratively to plan and achieve LITS Division goals and priorities, participate in College and Five College committees, and engage in other professional activities related to the duties of the position. 
  • Occasional evening and weekend work required.
  • Performs related duties as assigned.

Qualifications: 

  • Bachelor’s Degree or combination of education and relevant Access Services/Help Desk/IT support experience.
  • Minimum 1-3 years of experience delivering technology support services in a diverse technology environment to end users with varying levels of technical competency.
  • Proficiency supporting both Macs and PCs.
  • Solid understanding of troubleshooting, triage/problem analysis strategies; ability to resolve technical issues quickly and efficiently.
  • Strong interpersonal skills; ability to be empathetic, understanding, patient and diplomatic. Demonstrated ability to work effectively with a diverse group of faculty, students, administrators, staff, and others.
  • Demonstrated proficiency with written and verbal communications. Ability to convey complex technical information in a way that is consumable to both technical and non-technical audiences.
  • Demonstrated ability to function independently, work collaboratively and contribute to the outcomes of a team.

Preferred Qualifications:

  • Preference given to candidates with experience delivering access services in a higher education/multi-building campus environment with practical experience with TouchNet(Heartland), CBORD or similar payment and access systems.
  • Experience with facilitating onboarding services, process improvement, process automation or technology support in a higher education environment preferred.
  • Understanding of IT service management (ITSM) practices. Experience with ITSM/ticket tracking tools preferred (TeamDynamix, SolarWinds Service Desk, etc.) ITIL Foundations certification is desirable.
  • Teaching, coaching or mentoring skills are highly desirable.

License/Certifications:

Compliance Requirements: 

Physical Demands: 

  • Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position that weigh up to 25 pounds.
  • Perform desk-based computer tasks, typing, using a mouse, using a telephone, and grasp lightly/fine manipulation.
  • Walking: Frequently moving about on foot to accomplish tasks, particularly for long distances or moving from one work site or building to another. Crawling: Occasionally moving about on hands and knees or hands and feet.
  • Consistent with its obligations under the law, the College will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

Working Conditions: 

  • Work is primarily performed on-site in an interior environment.
  • Frequent travel on campus to departments/buildings or occasional travel to local off-campus locations.
  • Occasional remote work may be possible with supervisor approval and in alignment with the current MHC Flexible and Adaptive work program.
      

Background Checks:

Mount Holyoke College is committed to providing a safe and secure environment, supported by qualified employees that will allow all of its students, faculty, staff and those associated with them to successfully carry out the mission of the college. As a condition of employment, the College will conduct appropriate background checks for all new hires. Mount Holyoke has designated the Office of Human Resources as the office responsible for ensuring that background checks (CORI, SORI, Credit History, & Driver Credential) are completed and utilized in the hiring process and Five College Office of Compliance and Risk Management as the office responsible for facilitating background checks as articulated in this policy.

Special Instructions for Applicants: 

Apply online; application materials must include:

  1. A cover letter summarizing interests and qualifications
  2. A complete resume or curriculum vitae
  3. Contact information for 3 professional references

Department Summary & Job Purpose:

Mount Holyoke College’s Library, Information and Technology Services (LITS) Division empowers a diverse and inclusive learning community equipping every person to purposefully engage the world.  We connect people with the information, expertise, spaces, and technologies that enhance their work and fuel scholarly endeavor.

The IT Support & Access Specialist applies broad technical knowledge and proven troubleshooting approaches, to deliver technology support, campus OneCard (key-card/payment-card) services and provide onboarding support with a focus on the user-experience.  The IT Support & Access Specialist will embrace access control and service management practices, model collaboration, and encourage teamwork and knowledge sharing in support of continual service improvement.  As a key service liaison to campus constituents, the incumbent builds and maintains strong internal and campus-wide working relationships, is a trusted technology service advisor and process champion who may be required to respond to occasional off-hours needs.

 

Core Job Duties and Responsibilities: 

  • Provide direct technology support to users in a multi-channel support environment, including: troubleshooting campus technology issues, responding to complex or escalated incidents, documenting status updates and keeping users informed.  Author, update or modify templates, solutions or known issues for inclusion in the internal knowledgebase or online self-help repositories. 
  • Facilitate employee onboarding efforts and account lifecycle tasks.  Collaborate with Human Resources, hiring supervisors, and LITS partners to deliver technology orientation for new employees that enables effective access to and use of technology resources and appropriate access/entitlement removal at separation. 
  • Create and maintain documentation and training materials related to LITS services, including those used to support access services, onboarding and outreach efforts.  Deliver training or presentations as needed. 
  • Coordinate the delivery of customer-facing access services (OneCard and MHC Accounts) for the campus community and Five College constituents.  Perform the day-to-day activities related to OneCard service delivery Assist with other OneCard services activities as needed.
  • % - Collaborate with campus OneCard administrators to document processes, practices and workflows and in response to cyclical access services projects.  Develop and produce access control support materials.  Liaise with campus partners to support special programs or event access as needed. 
  • Collaborate with team members, LITS partners and campus partners to continuously improve workflows/service delivery with a focus on process automation. 
  • Demonstrate and model a commitment to delivering excellence in customer service, with a focus on enabling teaching, learning and college operations.  Actively work with colleagues in LITS to create a welcoming, inclusive, accessible, and user-centered environment in which a diverse population of students, faculty, and staff can thrive. 
  • Champion continuous process improvement efforts.  Provide mentoring and coaching to team members and Student Technicians.  Coordinate projects and contribute to committees or working groups as needed.
  • Maintain currency in the field, keeping abreast of trends, standards and practices.  Serve as a technical advisor for access services/onboarding as needed. 
  • Ensure compliance with license and regulatory requirements, data security, MHC standards, policies, and procedures as well as professional standards.  Maintain privacy and use discretion in execution of work.
  • Work collaboratively to plan and achieve LITS Division goals and priorities, participate in College and Five College committees, and engage in other professional activities related to the duties of the position. 
  • Occasional evening and weekend work required.
  • Performs related duties as assigned.

Qualifications: 

  • Bachelor’s Degree or combination of education and relevant Access Services/Help Desk/IT support experience.
  • Minimum 1-3 years of experience delivering technology support services in a diverse technology environment to end users with varying levels of technical competency.
  • Proficiency supporting both Macs and PCs.
  • Solid understanding of troubleshooting, triage/problem analysis strategies; ability to resolve technical issues quickly and efficiently.
  • Strong interpersonal skills; ability to be empathetic, understanding, patient and diplomatic.  Demonstrated ability to work effectively with a diverse group of faculty, students, administrators, staff, and others.
  • Demonstrated proficiency with written and verbal communications.  Ability to convey complex technical information in a way that is consumable to both technical and non-technical audiences.
  • Demonstrated ability to function independently, work collaboratively and contribute to the outcomes of a team.

Preferred Qualifications:

  • Preference given to candidates with experience delivering access services in a higher education/multi-building campus environment with practical experience with TouchNet (Heartland), CBORD or similar payment and access systems.
  • Experience with facilitating onboarding services, process improvement, process automation or technology support in a higher education environment preferred.
  • Understanding of IT service management (ITSM) practices.  Experience with ITSM/ticket tracking tools preferred (TeamDynamix, SolarWinds Service Desk, etc.)  ITIL Foundations certification is desirable.
  • Teaching, coaching or mentoring skills are highly desirable.

License/Certifications:

Compliance Requirements: 

Physical Demands: 

  • Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position that weigh up to 25 pounds.
  • Perform desk-based computer tasks, typing, using a mouse, using a telephone, and grasp lightly/fine manipulation.
  • Walking: Frequently moving about on foot to accomplish tasks, particularly for long distances or moving from one work site or building to another.  Crawling: Occasionally moving about on hands and knees or hands and feet.
  • Consistent with its obligations under the law, the College will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

Working Conditions: 

  • Work is primarily performed on-site in an interior environment.
  • Frequent travel on campus to departments/buildings or occasional travel to local off-campus locations.
  • Occasional remote work may be possible with supervisor approval and in alignment with the current MHC Flexible and Adaptive work program.
      

Background Checks:

Mount Holyoke College is committed to providing a safe and secure environment, supported by qualified employees that will allow all of its students, faculty, staff and those associated with them to successfully carry out the mission of the college.  As a condition of employment, the College will conduct appropriate background checks for all new hires.  Mount Holyoke has designated the Office of Human Resources as the office responsible for ensuring that background checks (CORI, SORI, Credit History, & Driver Credential) are completed and utilized in the hiring process and Five College Office of Compliance and Risk Management as the office responsible for facilitating background checks as articulated in this policy.

Special Instructions for Applicants: 

Apply online; application materials must include:

  1. A cover letter summarizing interests and qualifications
  2. A complete resume or curriculum vitae
  3. Contact information for 3 professional references

Mount Holyoke College is a women’s college that is gender diverse.  The College is committed to providing equal access and opportunity in employment and education to all employees and students.  In compliance with state and federal law, Mount Holyoke College does not discriminate on the basis of race, ethnicity, color, genetic information, sex, national or ethnic origin, religion, age, physical or mental disability, marital status, sexual orientation, pregnancy, gender identity or expression, ancestry, veteran or military status, or any other legally protected status under federal, state or local law.  The College does not discriminate on the basis of gender in the recruitment and admission of students to its graduate program.

Mount Holyoke College is an Equal Opportunity Employer. 

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