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User Support Technician II

Please see Special Instructions for more details.

Employment in this position is contingent upon consent to and successful completion of a pre-employment background check, which may include a criminal background check, reference checks, verification of work history, and verification of any required academic credentials, licenses, and/or certifications, with results acceptable to Dartmouth College. A criminal conviction will not automatically disqualify an applicant from employment. Background check information will be used in a confidential, non-discriminatory manner consistent with state and federal law.

Position Details

Position Information

Position Title User Support Technician II
Department Information, Technology & Consulting
Position Number 0170201
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Position Purpose

To provide timely and superior client services to our campus. Provides multi-platform hardware support for students, faculty, staff, and alumni.

Skills & Knowledge

• Excellent interpersonal skills for frequent interaction with faculty, students, and staff.
• Ability to maintain a calm demeanor while interacting with often frustrated users.

  • Keeps current with the latest client and end-user technologies
  • Ability to work independently and maintain a smooth work flow despite frequent interruptions.
  • Commitment to diversity and to serving the needs of a diverse population.
Minimum Experience
  • Three plus years of relevant experience.
  • Experience trouble shooting hardware/software of current College computing standards.
Minimum Education
  • Associate’s degree or equivalent.
  • Certification in current hardware and operating systems by specific manufacturers or ability to obtain certification.
SEIU Level Not an SEIU Position
FLSA Non-Exempt
Employment Category Regular Full Time
Department Contact for Cover Letter Theresa Woodward, Manager of Computer Sales, Service and Support
Equal Opportunity Employer

Dartmouth College is an equal opportunity/affirmative action employer with a strong commitment to diversity and inclusion. We prohibit discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, veteran status, marital status, or any other legally protected status. Applications by members of all underrepresented groups are encouraged.

Special Instructions to Applicants

Employment in this position is contingent upon consent to and successful completion of a pre-employment background check, which may include a criminal background check, reference checks, verification of work history, and verification of any required academic credentials, licenses, and/or certifications, with results acceptable to Dartmouth College. A criminal conviction will not automatically disqualify an applicant from employment. Background check information will be used in a confidential, non-discriminatory manner consistent with state and federal law.

Key Accountabilities

Key Accountabilities

Technical Repair

  • Experienced in providing logical and effective troubleshooting within the College environment. Diagnoses and repairs hardware/software operating problems.
  • Initiates vendor contact on repeat repairs to achieve customer satisfaction.
  • Keeps abreast of industry trends and developments and communicates these effectively to Information, Technology, and Consulting colleagues. Collaborates on an ongoing basis with other support organizations on campus to deliver a consistent and unified service profile to our campus users.
  • On a regular basis works within Sales operations to assist with new computer equipment set-ups (Provisioning new machines and physical set-up)
  • Provides on-site setups/assistance when requested.

Information Management

  • Uses the POS system to update and complete work orders to allow generation of bills for labor/equipment used in repairs and ensures database has accurate and timely information.
  • Responds to inquiries from customers about their equipment history.
  • Works effectively with others and perform to the best of personal abilities to successfully accomplish individual, departmental and college goals.
  • Keeps current with the latest client and end-user technologies
-- Performs other duties as assigned.

Applicant Documents

Required Documents
  1. Resume
  2. Cover Letter
Optional Documents
  1. Additional Document #1
  2. Additional Document #2

Supplemental Questions

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