Technology Support Specialist
About The Position
This position will be the main point of contact for all Information Technology within the assigned areas and buildings. This will include all equipment, Networking, Printer, Tablet, Mobile device troubleshooting, and any other directly related support as it relates to the areas and buildings and the University-wide standards. Therefore, the selected applicant will have the ability to lead, coach, and train department employees on various IT processes and equipment in order to ensure all IT needs are met for the end-users. The successful incumbent will have excellent customer service and interpersonal skills, exercising strong organizational and time-management skills with exceptional attention to detail. Essential for this role is the adeptness to work independently as well as part of a team with a collaborative approach to problem-solving.
Requirements
- Bachelor’s Degree. In lieu of a degree, a combination of education and relevant experience totaling four [4] full-time years may be considered.
- Two [2] years of full-time experience supporting, installing, configuring, and troubleshooting IT equipment.
- Experience with basic networking and how it relates to desktop support (i.e. TCPIP, Firewalls, command-line functions).
- Must have, keep and maintain the appropriate valid NYS Driver’s License; have a motor vehicle record which is free from major violations or a pattern of repeat violations.
Nice To Haves
- Experience working with Windows 8 and/or Windows 10.
- Experience utilizing remote software solutions to resolve desktop support-related issues (i.e. Bomgar, GoToMeeting, etc.).
- Experience supporting and troubleshooting MAC hardware and software.
Responsibilities
- Field Support: Provide technical support for end-users for hardware, software, peripherals, and mobile technology via phone, email, chat, or in person. This includes, but is not limited to diagnosing various operating systems and application issues, as well as hardware-related problems as needed. In the performance of all job duties, at all times for delivering optimal customer service, for protecting institutional data and privacy, and the excellent delivery of solutions and services by following divisional and University policies, procedures, and processes.
- Research and Development: Research and document resolutions to technical support issues in the departmental knowledge base and ticket system. In addition, the incumbent will be required to proactively research and understand new technologies as they develop in order to make recommendations for improving the computing experience of the department.
- Act as an escalation and troubleshooting support person for the Customer Engagement and Support student assistants regarding the diagnosing and repairing of technical-related issues.
- Vendor Support and Implementation: Incumbent will be responsible for acting as a liaison for end-users as it relates to their technical support interactions with vendors. This includes but is not limited to providing hardware and software quotes, vendor onsite installations, and troubleshooting of hardware and software. At times, the technician may be asked to provide guidance to the vendor regarding the University’s best practices as it relates to the respective technology.
- Other duties or projects as assigned as appropriate to rank and department mission such as providing back-up coverage for various other professional technical support positions as needed.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
11-50 employees
