Technology Support Specialist

Campus Technology Services Desktop Support

As a member of Campus Technology Services Desktop Support team, this individual will be responsible for the installation, support, troubleshooting, and upgrades of Windows/Macintosh technologies in the academic, administrative, and research environments at SUNY Cortland.

Salary Range: $57,500+ depending on experience (DOE)

Major Responsibilities:

Operations:

Install Windows/Macintosh desktop applications, computer hardware and peripheral devices for use in administrative offices and instructional spaces.

Utilize endpoint management systems to install software, provide support, and maintain inventory records.

Respond to user support requests submitted in the IT service management system. Respond to requests for equipment pick-up and equipment moves. Track and record services provided for assessment and reporting purposes.

Troubleshoot and diagnose problems by asking informed questions. Test alternative solutions until issues are resolved. Provide step-by-step instructions to users for problem resolution. Conduct remote troubleshooting when needed. Escalate incidents as appropriate.

Participate in campus-wide Information Security program. Follow established procedures for responding to security threats such as viruses, malware, ransomware, and phishing attempts. Monitor threat detection and remediate threats using the endpoint security console.

Support end-users with multifactor authentication using various methods, such as mobile app, text message passcode, phone call, and USB token.

Provide desktop printing support through on-site troubleshooting and resolution of common issues in the managed print system.

Participate in the inventory control process which includes and is not limited to maintaining equipment inventory, hardware maintenance, user assignment, and equipment disposable records.

On occasion, may work an evening or weekend to provide technological troubleshooting and support.

Communication:

Provide information training and guidance to clients on the use of common applications and computer peripherals.

Create and maintain documentation in shared documentation repository. Regularly review and revise documentation for updates.

Communicate effectively with vendor representatives and support personnel.

Participate in department and team meeting discussions about the tactical, operational, and strategic direction of our operations.

Professional Development:

Maintain and expand technical knowledge through ongoing learning, attending training, conferences, webinars, and online courses, and by actively exploring and assessing new technologies and tools.

Required Qualifications:

Associate's degree in an Information Technology (IT) related field plus 2 years IT experience; or, Bachelor's degree in an IT related field; or, Associate's degree plus 4 years' IT experience; or, Bachelor's degree plus 2 years IT experience

Valid Driver's License

Preferred Qualifications:

Experience using computing imaging and virtualization software

Experience using software deployment and endpoint management tools

Experience with computer hardware repair

Experience supporting Mac OS and Apple products