Technology Support Specialist I

Keuka College • Keuka Park, NY

59d • $23 - $24

About The Position

This position is responsible for being the first line of technical support at the College. This position will work with students and employees at Keuka College troubleshooting level one tasks (e.g., installation, testing, and technical tasks in support of the College's hardware, software, and fleet printing systems) and will support the rest of the Service Desk team with any assigned projects.

Requirements

• High School Diploma is required.
• Proficient with current Operating Systems (Mac and Windows).
• Experience in troubleshooting hardware and software.
• Ability to diagnose technological problems and provide clear instructions to end users.
• Strong oral and written communication skills.
• Commitment to providing exceptional customer service.
• Excellent problem solving and analytical skills.
• An openness to learning new technologies.
• Proficient in Microsoft 365.
• Demonstrated ability to work with a team approach and in a service-oriented manner.
• Understand and behave with a high level of integrity and complete confidentiality at all times.
• Ability to be sensitive to and respond to the needs/concerns of students, faculty, college staff and the public.
• Ability to work under pressure with a high tolerance for interruptions, and the ability to work with diverse groups of people.

Responsibilities

• Provide level one technical support and diagnosis of operating systems and applications to users of the College's computers (PC & Mac devices) to include tasks such as new machine setup, email configurations, office applications, web browsers, and other support needs.
• Addressing account and licensing issues using Entra and Active Directory.
• Routine maintenance of the College's computer and printer fleet.
• Routine and emergency maintenance of the College's classroom and A/V technology.
• Assists in maintaining and repairing computers and other related hardware including re-imaging.
• Assists in performing diagnostics and preventative maintenance to ensure that computer desktop systems are operational.
• Assists with the project management aspects of upgrading the College's computer fleet to include recording all serial numbers, developing a deployment schedule, and physically deploying the devices across campus.
• Conduct troubleshooting as needed to support the campus community
• Contribute to the IT Services Knowledge Base and update SOPs and resources as needed.
• Demonstrate high standards of integrity by supporting the Keuka College mission, vision, and values and adhering to institutional policies.
• Maintain a high regard for student privacy in accordance with the FERPA privacy policies and procedures.
• Able to confront unfamiliar problems and enact an analytical mindset to solve problems.
• Ability to work together with users of a less technical level and explain the workings of a system in simple terms.
• Update and resolve tickets in a timely manner in alignment with department SLAs and direct unresolved issues to the next level of support personnel.
• Execute processes with a high regard for cybersecurity and compliance regulations.
• Maintain a professional and courteous attitude at all times towards co-workers, internal and external customers, representing Keuka College, its programs, policies, and procedures in a positive and professional manner. Maintain effective working relationships to ensure institution-wide teamwork.
• Attend provided/necessary training and other meetings to support effectiveness within the position as required.
• Regular and reliable attendance is expected and required.
• Perform other functions as assigned by management.

Benefits

• Comprehensive Medical, Dental and Vision Coverage
• Financial assistance for educational expenses, enabling professional growth and development.
• Protection for you and your loved ones with employer-sponsored life insurance coverage.
• Generous paid time off includes holidays and sick leave to ensure work-life balance.
• Retirement benefits eligible on the 1st day of employment and matching contributions after 6 months of employment
• Access to confidential counseling and support services for mental health and personal matters through the Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Educational Services
• Education Level: High school or GED
• Number of Employees: 251-500 employees