Key Responsibilities

• Staffs the Helpdesk Walk-In Center and Call Center in addition to working with the Managed Devices group and Media Services group as needed throughout the Language Schools and other summer programs.
• Maintains fluency with standard hardware, software and network configurations in use at the College.
• Provides support for classroom technology and Middlebury events and screenings with a high level of customer service and customer satisfaction.
• Assists in the deployment of computers and peripherals on campus for faculty, staff and lab locations. Troubleshoots technology issues and working with customers on campus for solutions.
• Promptly and reliably receives and acknowledges requests for technical support from faculty, staff and students, ensuring compliance with SLAs. It is expected that a majority of issues will be resolved on first contact.
• Researches issues that are not resolved on first contact using the knowledge base and web resources. Fully documents unresolved issues and escalates them properly.
• 35 hours a week work commitment throughout the summer. Weekend and evening work required.
• Must attend intensive training before Language Schools. All specialized skills and help resources will be covered in depth.

Desirable Skills

• Networking
• Understanding of the Campus network infrastructure with the ability to understand network issues, intranet, servers.
• Familiarity with the World Wide Web; ability to use various software packages and support web development and questions
• Computer Hardware:
• Troubleshooting, consumer support, a basic understanding of the mechanics of a computer, current knowledge of the industry products and releases
• Lab maintenance as necessary – troubleshooting printing issues, supplies, and ensure workability of equipment in all ways.
• Software:
• Mac and Windows applications and operating systems
• Word processing, spreadsheets, databases
• Web browsers
• AV Technology:
• Proficient in basic classroom AV troubleshooting and support
• Communications:
• High level of communication skills
• High level of customer service
• Ability to provide computing support over the telephone
• Facilitate instruction sessions
• Work with the public
• Work as a member of a team.

Consultants need some level of technical knowledge as well as the ability to seek information from others as part of a collaborative team. Additionally, they need to be motivated, punctual, and maintain composure under pressure. Consultants will provide support for information technology services that are reliable, secure and able to provide end-users with the critical information and applications needed to support teaching, learning, research, and the operations of the Middlebury enterprise.

Physical Demands:

• Regularly required to, stand, sit; talk, hear, and use hands and fingers to operate diverse technologies.
• Requires occasional bending, crouching and reaching to install and test equipment.
• Close vision requirements due to work with diverse technologies.
• Must be able to lift and carry heavy, in excess of 60 lbs, equipment up or down several flights of stairs occasionally.
• Must be able to push and pull up to 75 lbs frequently.

Student Employment Eligibility:

Unless restricted by certain visa status, all students with an active status for the semester are eligible for jobs on campus.

Students on leave or withdrawn are not eligible to work in student employment positions until the semester in which they return. If you are currently withdrawn or on leave you are eligible to be employed in staff positions.

Some may be restricted due to financial aid status. International students (non-resident aliens) may not work off campus unless they have applied for and received work authorization from the United States government. (An F-1 visa does not give work authorization.) Off campus work study positions are available only to U.S. citizens on financial aid with a federal work study component.

Student are not eligible to work remotely from International locations.

Hour Limitations:

All student employees are limited to working no more than 20 hours per week in on campus jobs during the academic year (this includes exam periods). The only exception is when there is a full week when school is not in session. Specifically: February recess, Spring recess, and full weeks of December or summer recess. During these time periods only, students can work up to 40 hours per week. International Students: Visa restrictions prohibit international students from exceeding 20 hours of work per academic calendar week.