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Senior User Support Specialist

Computing and Information Services

Reed College seeks an enthusiastic and curious Senior User Support Specialist (SUSS) to join our Computer User Services (CUS) team. The Senior User Support Specialist (SUSS) provides high level technical support to members of the Reed community. The SUSS plays a leading role in managing the college’s fleet of Windows devices. This position also provides assistance in managing college-owned Apple computers.

Computer User Services is the first stop for community members in need of technical support. The CUS department includes the help desk, computer repair shop, and audio-visual services. CUS staff work closely with computing staff in other areas--networking and infrastructure, web services, enterprise systems, and instructional technology. This position reports to the Director of Computer User Services. Applicants need not be experts, we’d be excited to train you! We want to actively mentor you to your next professional career step. 

Reed College offers an exceptional benefits package, including comprehensive medical and dental insurance, 403(b) retirement plan with 10% employer contribution (after one year of service), educational assistance for employees and their children, 22 days of paid vacation, paid holidays, half-day Fridays in the summer, and many other campus amenities. This is a full-time, exempt role with work hours of 8:30 a.m. to 5:00 p.m. with a one hour unpaid lunch. The salary for this position is $61,200 per year. 

Who You Are

  • You have at least one year experience providing customer service or user support. Experience as a student worker counts.
  • You enjoy troubleshooting and are passionate about working with a range of users to solve technology problems.
  • You remain calm and clear-headed in a crisis situation. Others look towards your leadership to get out of a sticky situation.
  • You have experience managing complex technical systems.
  • You thrive working alongside others in a collaborative environment and also appreciate independent work.
  • You are customer service-oriented with excellent communication and interpersonal skills. Others would describe you as friendly and approachable.
  • You pay close attention to miniscule details. You are careful to get it right the first time.
  • You have a sense for organization and can prioritize multiple tasks at the same time.
  • You are able to adapt in a dynamic and quickly-changing work environment.
  • You enjoy taking the initiative to complete your work. Others would describe you as internally motivated.
  • You are knowledgeable of macOS, Windows, and Linux operating systems and networking fundamentals (IP addresses, MAC addresses, basic network troubleshooting).

What You’ll Do

  • Provide top-tier technical support to faculty, students, and staff (in person, and via phone, email, chat, and screen share) for macOS, Windows, and Linux computers.
  • Play a primary role in the deployment & management of college Windows computers.
  • Collaborate with CUS team on management and documentation of systems critical to help desk operations, procedures and protocols.
  • Consult with faculty & staff to support effective use of technology in teaching, research, and administrative work.
  • Recruit, train, and mentor student workers.
  • Assist with account creation and lifecycle management for all college computing accounts.

Application Instructions

Click below to apply. You will be directed to Interfolio to create a free account and begin your application. A resume and cover letter are required. You can submit these documents in any format, but pdf works best. In your cover letter please address the following:

  • How would this position contribute to achievement of your long-term professional goals?
  • Which professional accomplishment are you most proud of?

As you apply online, you will be asked to provide an answer to the following:  

  • If you were selected for this position, how would you use your skills and experience to contribute to equity, inclusion and community growth at Reed?

Applications will be considered as they are submitted so you are encouraged to apply early. Applications will continue to be accepted until the position is filled. 

Reed College replies to every candidate. We will confirm that your application is received, and if you are not selected, we will let you know as soon as possible.

Apply for this job

Reed College is committed to building a culturally inclusive community and a work environment that respects and inspires every person. Your unique skills, work history, cultural contributions, and lived experiences are essential to building this community. Members of historically marginalized groups including women, BIPOC (Black, Indigenous, and People of Color), those with disabilities, members of the LGBTQ+ community, those who have served in the military, and members of other underrepresented communities are invited to apply.