What are the responsibilities and job description for the Technical Communications Specialist position at Carleton College?
Job Title: Technical Communications Specialist
Department: Information Technology Services
Classification: Exempt
Grade: 11
FTE/Working Schedule: 1.0 FTE
Department: Information Technology Services
Classification: Exempt
Grade: 11
FTE/Working Schedule: 1.0 FTE
Compensation:
The expected starting salary range for this position is between $65,100 and $68,700. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; licensure and certifications; market factors; departmental budgets; and responsibility.
Department Overview:
Information Technology Services (ITS) provides support to faculty, staff, and students across the college. This department of forty staff members supports the college web presence, the college administrative software, cybersecurity, server and network infrastructure, classroom AV, computer labs, academic technologies, and direct end-user technical support.
More About ITS.
Position Overview:
The Technical Communications Specialist position serves as the bridge between two ITS teams, IT Planning & Communications and the Technology Support Group. The specialist will be a member of both groups. Areas of responsibility include knowledge management, campus communications, process development and improving support workflows, metrics analysis and training. This position is part of the IT ticket system administration team that evaluates and implements configurations.
Essential Job Functions/Responsibilities:
Knowledge management and communications:
- Support and consult with ITS staff members on communications strategies, venues, and products.
- Oversee the maintenance and development of the ITS Knowledge Base and the ITS website.
- Serve as editor for the ITS newsletter, ITS Annual Report, and similar campus communications.
- Work with ITS colleagues toward achieving organizational goals, including creating communications that translate technology issues appropriately and transparently.
- Identify opportunities for communications to users based on observations from being part of the Technology Support Group (TSG).
- Communicate effectively with faculty, staff, and students at all technical skill levels with a customer-centric focus.
Process and Performance Improvement:
- Develop, collect, and share performance metrics to understand support activities and to identify opportunities to increase support responsiveness.
- Consult on solutions for improving business processes and service models to improve support responsiveness and to enable accurate expectation management.
- Administer the ITS ticket system (TeamDynamix), with an emphasis on improving process efficiency, maintaining accurate record-keeping, supporting the teams (ITS and 1-2 other campus units) that use TDX, and coordinating with St. Olaf's TDX Administrators.
Technical Support:
- Provide occasional Helpdesk support, as needed.
- Efficiently diagnose the issue and troubleshoot to resolution or route appropriately.
- Stay up to date with relevant technology developments and products.
Knowledge Skills and Abilities:
- Excellent oral and written communication, polished interpersonal skills, strong active listening skills, and superb diplomacy.
- Ability to communicate effectively and build strong relationships with a diverse community of faculty, staff, and students with varying levels of technical knowledge and engagement.
- Strong service orientation.
- Detail-oriented, with excellent follow-through.
- Demonstrated ability to work both independently and as part of a team.
- Willingness and ability to consistently acquire new knowledge and skills.
Supervision Received and Exercised:
- This position reports to the Director of IT Planning & Communications.
- This position will provide mentoring, training, and supervision, in concert with the rest of the Helpdesk team, to a diverse group of student employees.
- This position will provide more direct supervision to student employees who are supporting KnowledgeBase and communications activities.
Education/Experience/Skills (supported by job duties):
- Bachelor’s Degree and five years of full-time work experience
- Training or significant experience in education and communication
Preferred/ Desired:
- Experience working in a university or a non-profit organization
- Experience providing customer support in a mid- to large- size organization
- Experience with an ITIL-based service management application, such as TeamDynamix
- Experience being part of a cross-functional communications team
Must have the ability to understand and follow written and oral work instructions, operations, safety procedures, and hazardous labels.
Note: This position description is not intended to be all-inclusive. Employees may perform other related duties to meet the ongoing needs of the organization.
Review of applications begins immediately and continues until the hire is complete. We accept only online applications.
Carleton College is an AA/EEO Employer: We are committed to developing our staff to better reflect the diversity of our student body and American society. Members of underrepresented groups are strongly encouraged to apply.
Carleton also offers a robust suite of benefits including: A generous 403(b) retirement plan with a 10% employer contribution and 2% employee contribution. Medical, dental, vision, life and disability insurance. Paid time-off, including 20 vacation days, 8 paid holidays, 3, floating holidays, 2 weather days, and extra days at the end of the calendar year to make a continuous week off before New Year’s. Employee Assistance Program (EAP) for all employees. A dependent tuition program after six years of service.
Founded in 1866,
Carleton College
is a private, coeducational liberal arts college of roughly 2,000 students located in the historic river town of Northfield, Minnesota.
Carleton College occupies more than 1,000 scenic acres of campus, arboretum, over 100 campus buildings, and athletic fields. Located 40 miles south of Minneapolis and St. Paul, Carleton offers access to the cultural advantages of a major metropolitan area.Salary : $65,100 - $68,700
