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User Support Analyst

Please see Special Instructions for more details.

This position is a 36-month term position. 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 Analyst
Department Thayer School of Engineering
Position Number 1125879
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User Support Analyst
You: An inspired IT support professional who wants to help improve higher education, including teaching and research. A seasoned veteran or an enthusiastic newcomer to the field.

Us: A Computing Services team made by and for Dartmouth’s creative engineering school; a highly dynamic and collaborative group that doesn’t just ask “What’s wrong with your computer?” but “How can we use (or build!) technology to help spark your next great idea?”
What we do Provide excellent technology service and support: http://computing.thayer.dartmouth.edu
Help craft the future of teaching by empowering our community to use technology in innovative and creative ways.
Thayer School has an unusual multidisciplinary approach to engineering education and our IT philosophy reflects this. We don’t just turn cranks behind the scenes — our entire team interacts
extensively with faculty, students, staff, and researchers to build crank-turners. We go out of our way to spend time with our users, deliberately encouraging community members (often with cookies) to ask questions, explain their needs, and brainstorm solutions with us.
We cheerfully work hard to tackle problems quickly, develop systems to address problems before they happen, and allow Thayer School to make the fullest use of computing technology.
We are committed and love a challenge.
How we do it Cloud collaboration tools, live class surveys, automated lecture capture, teaching analytics, virtualization, always trying new services

What we expect, and what you can expect

● Share your ideas and solicit ours — your viewpoint is valued and questions are encouraged!
● Bring the skills and aptitude to help users learn our systems, surmount problems, and innovate new ways to teach with technology.
● Have the desire and ability to quickly learn new and old technologies. We encourage and support your curiosity.
● Participate fully within a highly collaborative, agile team that includes User Support Analysts, Systems Administrators, Instructional Designers, Data Integration Specialists, and Web Developers.
● Interact extensively with our diverse faculty, staff, and students, employing strong
communication skills.
● Troubleshoot a huge range of hardware and software issues
● Develop and document systematic solutions for common issues.
● Keep up with the latest in technology and not be afraid of the cutting edge.
● Share enthusiasm for higher education; yours, ours, & everyone else’s.

Work environment
● Thriving engineering school within a prestigious college
● First national research university to graduate more women engineering majors than men
● Flexible and supportive management and policies
● Outstanding facilities, new buildings in the works
● Diverse community of world-class engineers
● Northern New England as your backyard

Position Purpose

Provides technology support for faculty, staff, and students at Thayer School of Engineering, Dartmouth College. This includes laptop and desktop computer support, engineering applications, Canvas LMS, virtual computing, classroom technology, knowledge base articles, collaboration tools, and other technologies as they become relevant. Also provides general computing support as needed.

Skills & Knowledge
  • Strong user support skills and the aptitude and ability to deal with many different users and a variety of issues daily
  • Strong technical skills using IT for teaching and productivity
  • Demonstrated ability to learn new technologies quickly and efficiently
  • Demonstrated ability to teach and assist others learning new technologies
  • Excellent communication skills: written, verbal, and multimedia
  • Experience in user support in Higher -Education and/or LMS and/or Canvas desirable
Minimum Experience

Three years’ experience in user support or equivalent

Minimum Education

Requires bachelor’s in Computer Science, Engineering, Education, or equivalent

SEIU Level Not an SEIU Position
FLSA Exempt
Employment Category Regular Full Time w/end date
Department Contact for Cover Letter Mark Franklin
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

This position is a 36-month term position.

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
  • Work directly with Thayer faculty, staff, and students to troubleshoot day to day computing issues on request. The technologies you may be asked to handle include:
    • Windows, Mac, and Linux operating systems
    • AV and videoconferencing
    • Networking
    • Software installation and bugs
    • Printing: 2D, 3D, and otherwise
  • Track issues to their resolution, seeking assistance as appropriate from other computing staff, from vendors, and from other experts in the Dartmouth community
  • Maintain and improve technical documentation, both internal and user-facing
  • Support the use of our current learning technologies, such as Canvas LMS or Piazza; help faculty and staff find ways to maximize the effectiveness of these technologies for their classes
  • Repair or coordinate repair of personal computers
  • Support and enforce security standards on Thayer School machines and other computers connected to our network
  • Administer and troubleshoot accounts for students, faculty, and staff
  • Remain current with new technology and propose projects or new tools to improve the efficiency, security, and reliability of our systems
  • Proactively identify user needs and find ways to improve workflow and support experiences for the broader Thayer community
  • Help us plan for and respond to Thayer School’s upcoming major expansion
  • Manage and deploy hardware and license assets
  • Share skills with and mentor Student Help Desk Techs and other Thayer computing staff
  • Mentor others in the use of technology

Demonstrates a commitment to diversity, inclusion, and cultural awareness through actions, interactions, and communications with others.

-- Performs other duties as assigned.

Applicant Documents

Required Documents
  1. Resume
  2. Cover Letter
Optional Documents

Supplemental Questions

Required fields are indicated with an asterisk (*).

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