This position is a member of a team of information technology professionals that are the initial point of contact for all technology services provided to employees and students of the College. The specialist is responsible for receiving, documenting, prioritizing, actively resolving, and escalating requests and will provide support through remote access tools, phone, e-mail, and in-person visits (where and when safe to do so). Specialists also occasionally work on larger departmental or enterprise projects and will be assigned a specific area of expertise in which they will specialize. The Specialist will create and maintain strong working relationships with administrative and academic offices in order to support—and understand—the use of technology throughout the college. Specialists maintain a professional, customer-first attitude.
The User Services Team
As the primary constituent-facing team for Information Technology Services (ITS), User Services provides first-line support for technology- and audio-visual-related issues. Alongside their high levels of responsive support, this team also provides A/V design and technology support; technology asset management; service management; and systems engineering. User Services is also the home to the largest ITS Student Employee Program. The team prides itself on the experiential learning opportunities its environment and dedicated staff provide.
Information Technology Services
Information Technology Services oversees the majority of technology, audio-visual, and telephone services for Grinnell College, and provides service and strategic support through its functional teams: Enterprise Systems, Information Security, Network Services, User Services, and Core ITS Services. ITS has a professional staff of about 40 and has benefitted from significant strategic investment by the college in recent years. The college’s senior leadership team have recognized the benefits of a stronger technology presence on campus and in our remote working locations and worked hard to create and promote a collaborative culture at Grinnell College.
The ITS organization comprises a dedicated and talented staff committed to supporting the mission of Grinnell College and who exemplify the college’s position as a learning liberal arts college. As such, professional development is a crucial component to the department’s philosophy, which is demonstrated both financially and by the mentor-style approach to management that the ITS leadership employs.
Those who thrive in Grinnell College’s ITS organization are professionals with a positive approach and attitude who are motivated to deliver practical results and ultimately meaningful learning outcomes. Team players, yet able to work under their own initiative, they are flexible to changing requirements, are well organized, and good troubleshooters. Embracing and valuing diversity, they are instinctively inclusive and collaborative, help others around them, and are not afraid to offer or receive constructive criticism. Clear and accurate written and verbal communication skills are essential, as is a demonstrated customer service orientation.