Technical Specialist - IT Helpdesk - Onondaga Community College

Onondaga Community College • Syracuse, NY

45d

About The Position

The Technical Specialist - IT Helpdesk provides initial front-line technical support to the campus community for Onondaga Community College supported systems, services, and hardware. OCC's Technical Specialist - IT Heldpesk responds to queries, troubleshoots issues, isolates problems, and determines and implements solutions or escalates to appropriate support area for further troubleshooting. Technical assistance and customer support is provided via phone, email, remote, chat, and face-to-face to the OCC campus community.

Requirements

• Graduation from a regionally accredited college or university with an associate's degree.
• One (1) year of work experience, or its part-time equivalent, in a Help Desk or customer support environment that includes problem analysis and/or providing direct customer support for problem/question resolution, preferably in an academic environment.
• Excellent knowledge of Windows PCs including hardware and software. Basic knowledge and understanding of non-windows devices and software.
• Familiarity with D2L-Brightspace or other Learning Management Systems.
• Excellent verbal communication skills and customer service skills.

Nice To Haves

• Graduation from a regionally accredited college or university with an associate's or bachelor's degree in Information Technology or a closely related field
• D2L-Brightspace administration experience.

Responsibilities

• Manages support through phone, email, chat, and walk-in traffic for the IT- Helpdesk which includes assisting users with questions, problems, and issues in the use of OCC services, systems, applications, and general College informational questions.
• Assists the Academic Technology Specialist and others with troubleshooting and documenting Learning Management System (LMS) issues and concerns.
• Provides service-centric and responsive end-user support to OCC employees and students for primary OCC services, systems, and applications that include: Office 365 and its various component applicationsD2L-Brightspace, OCC's current LMS Lazer Success Account management in Active Directory Colleague Smart Classroom Technology Printing Mobile device/wireless network connectivity Other applications and operating systems used throughout the college
• Troubleshoots, documents, and resolves issues and questions. Creates cases for escalated issues detailing customer information, issues, and troubleshooting steps already taken.
• Collaborates with members of the Center for Teaching and Learning Innovation team and the OCC learning community (comprised of representatives from the Coulter Library, Information Technology Services, and The Learning Center) to support OCC's LMS.
• Provides "After Hours" and "Weekend" support for the campus community as necessary.
• Informs the OCC campus community of the technology resources available and provide guidance in the effective use of such technology.
• All other duties as assigned.

Benefits

• New York State Local Retirement System (pension)
• Excellent health, dental, and vision insurance plans
• Onondaga Community College participates in the Public Service Loan Forgiveness program for eligible borrowers.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Educational Services
• Education Level: Associate degree