Desktop Support Technician

SUNY Plattsburgh•Plattsburgh, NY

39d•$55,000•Onsite

About The Position

We are seeking a motivated technician to assist with support as part of the Desktop Support team, a unit within Information Technology Services (ITS). Primary functions include extensive problem diagnosis and resolution; logging, tracking, routing and escalating service requests through our TeamDynamix service management tool; hardware and software installation; performing computer upgrades by using standard imaging and hard drive data backup/recovery tools; supporting various cloud and locally hosted applications including the Google Apps for Education Suite, JAMF and MS Office Suite; building knowledge base help articles for related applications and procedures; and assisting with training of students who support Desktop Support operations. Additionally, providing some phone, on-site and/or remote support for faculty, staff, and students as part of the ITS Desktop Support group is also expected. The Desktop Support team plays a key role in ensuring the seamless operation of hardware and software that support SUNY Plattsburgh's mission. As a whole, ITS provides comprehensive technology support for campus needs inside and outside the classroom. This includes administrative computing, web development, integration, system support, and network infrastructure management. We also support SUNY Plattsburgh's technology needs by providing services, tools, and facilities that keep the campus community working efficiently and create a stable, secure, and user-friendly environment. As SUNY Plattsburgh is an institution that delivers challenging and high-quality educational experiences to a diverse group of learners, the successful candidate must demonstrate an understanding of and sensitivity to diversity, inclusion, and equity-minded policies, programs, and practices.

Requirements

A four-year degree in Computer Science, Information Technology, or related field, OR A two-year degree with two years of relevant experience, OR Four years of experience in a technology focused role
Experience supporting enterprise-scale software applications or infrastructure
Willingness and ability to function as part of a dynamic and collaborative team
Excellent verbal and written communication skills
Excellent time management, organizational and follow-through skills, including the ability to multitask
Ability to work evening and weekend hours, as well as travel, when necessary
Ability to lift and move items that weigh up to 50 pounds
A demonstrated ability to work effectively and collegially with faculty, staff and administrators

Nice To Haves

Experience in server administration, operating system scripting languages and supporting enterprise wide software applications
Experience with Microsoft Configuration Manager, Microsoft Active Directory Group Policy Management, InTune, AzureAD, JAMF, GSuite Administration, PC & Mobile device hardware repair
Working knowledge of database manipulation (searching, queries, etc), enterprise application troubleshooting or mobile device management
A+, N+, Apple( ACMT), CTS, Google and/or MSCE certifications
Valid driver's license

Responsibilities

Extensive problem diagnosis and resolution
Logging, tracking, routing and escalating service requests through our TeamDynamix service management tool
Hardware and software installation
Performing computer upgrades by using standard imaging and hard drive data backup/recovery tools
Supporting various cloud and locally hosted applications including the Google Apps for Education Suite, JAMF and MS Office Suite
Building knowledge base help articles for related applications and procedures
Assisting with training of students who support Desktop Support operations
Providing some phone, on-site and/or remote support for faculty, staff, and students as part of the ITS Desktop Support group