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.

Position Type:

Located in Northampton, MA, Smith College is one of the largest women's colleges in the country and is dedicated to excellence in teaching and research across the liberal arts. A faculty of outstanding scholars interact with students in small classes, as advisors, and through student-faculty research projects. The College is a member of the Five College Consortium with Amherst, Hampshire and Mt. Holyoke Colleges, and the University of Massachusetts Amherst.Students cross-enroll and faculty cross-teach across the Five Colleges.

As set forth in our mission and values, Smith College is committed to promoting a culture of equity and inclusion among students, staff and faculty. The College will not discriminate in employment on the basis of age, race, color, ethnicity, national origin, creed, religion, sex, sexual orientation, gender identity, gender expression, pregnancy, genetic information, age, veteran status, physical or mental disability, or any other classification protected by law. Smith College is an equal opportunity employer and complies with all state and federal laws that prohibit discrimination.