WHITMAN COLLEGE JOB DESCRIPTION

DATE: February 22, 2010

JOB TITLE: Consultant, User Support

FLSA DESIGNATION: Non-Exempt

OFFICE/DEPARTMENT: WCTS

 

SUPERVISOR: Assistant Director, Support Services

 

DEPARTMENT HEAD: Assistant Director, Support Services

 

BUDGET OFFICER: Chief Information Officer


POSITION PURPOSE

Support Services Consultant provides support and assistance to all technology users on campus. The consultant also supervises student workers in all general access computer facilities. This position collaborates with other IT members to provide an information technology environment that is consistent with the goals of Whitman College and meets the needs of faculty, staff, and students.

PRINCIPAL POSITION RESPONSIBILITES/DUTIES

Estimate
% of Time

Critical
Level
(1-5)

  1. Perform service calls. This includes delivering and installing microcomputers and other peripherals, supporting the use of classroom technology, troubleshooting desktop computing problems, and teaching faculty and staff to use computer hardware and software.

35%

5

  1. Serve as an initial point of contact for faculty and staff having problems with technology equipment and software. This includes working at the Help Desk and generally being available for consultation.

15%

5

  1. Hire, train, supervise student workers in all general computing facilities on campus (approx. 30 students, equivalent to 4.5 FTE); oversee day-to-day operation of general access computer labs.

30%

5

  1. Participate in user training. This includes being a member of the teaching staff for the faculty summer workshops and writing/maintaining user documentation.

10%

4

  1. Perform other essential duties and implementation of projects as assigned.

10%

3


REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

Individuals must posses these knowledge, skills, and abilities or be able to explain and demonstrate that the individual can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities and to possess the necessary physical requirements with or without the aid of mechanical devices, to safely perform the essential functions of the job.

  1. Demonstrated knowledge and experience in:
    1. operation of microcomputer equipment and other peripheral devices.
    2. the installation of microcomputer applications in a networked environment.
    3. the use of common application software, such as word processor and e-mail.
    4. the use of the Internet.
    5. consulting users on various software, hardware, and network problems.
  2. Strong service orientation.
  3. Strong team orientation.
  4. Strong interpersonal and communication skills and ability to establish and maintain cooperative and harmonious working relationships with a variety of campus constituencies.
  5. A proven ability to make technical issues understandable and an ability to match technical opportunities to college goals.
  6. Willingness to work on evenings and weekends.
  7. An ability to perform manual labor, including heavy lifting (30 lbs) regularly.
  8. Preferred skills include experience in user services in higher education, experience supervising student employees, and experience beyond the minimum requirement.

MINIMUM REQUIREMENTS

  1. A bachelor's degree in relevant field.
  2. A minimum two years experience in microcomputer user support in a networked computing environment.
  3. Satisfactory clearance of background check required.