Technology Support Specialist

Position Details

Position Information

Budget Title LEAD PROGRAMMER/ANALYST Campus Title Technology Support Specialist School/Division Academic Affairs, Division of Department Campus Technology Services Staff Sub-Type Staff & Administration Salary Level SL3 Salary Range Low $50's Position Effort Full-Time If Part-Time, enter FTE: Is this a temporary position? No If Temporary, enter End Date: Position Summary
As a member of the Campus Technology Services/Academic Technologies team, the technology support specialist will provide Windows desktop imaging and support to Campus Technology Services supported Technology classrooms and computer labs. Support services include installation, troubleshooting, and maintenance of hardware and software used in Technology classroom, mobile and computer labs. This person also serves as the main contact and coordination of the WEPA Print Management System used by students. Major Responsibilities

• Install new and replacement computing equipment and support the use of PC desktop computers in networked technology classrooms and computing lab facilities, mobile lab computing, portable projection/computer carts, laptop systems, service systems, and the Student Print Management system.
• Collaborate with faculty and relevant IR staff in determining appropriate technology required by academic course offerings including software/hardware upgrades and the new implementation of new application/technologies.
• Install new software releases and system upgrades in technology classrooms and computing lab facilities. Maintain critical system security updates to ensure computer systems meet or exceed campus security guidelines. Maintain software knowledge necessary to troubleshoot systems. Evaluate and resolve software/hardware related problems on existing systems. Install specialized software for faculty according to software copyright policies.
• Perform corrective maintenance, diagnostics, problem resolution, and minor repair to Windows based computers, peripheral equipment, and print Kiosks. Responsible for coordinating lab/classroom computer hardware repair.
• Maintain inventory of all supported computer systems, software, and relevant equipment. Remain current in the use of imaging, remote access, active directory, and virtualization technologies to maintain consistency in all systems.
• Assist faculty in the integration of various computer technologies to enhance their instructional effectiveness. Remain abreast of new software/hardware developments as they apply to labs/classrooms and instructional support needs.
• Respond to customer problem calls or tickets generated by the Help Center ticketing system.
• Work with student employees used in the CTS group, when needed.
• On occasion, may need to work an evening or weekend to provide technology troubleshooting and support.
• Communicate effectively with manufacturer’s technical support and help desk personnel for support assistance.
• Communicate regularly with higher-level supervisors regarding work priorities and progress. Prepare periodic work status reports of projects completed and collaborate in preparation of annual report.
• Maintain and review a centrally located repository of documentation. Repositories can include the Help Center Ticketing System and various databases used in Campus Technology Services. Provide feedback and recommendations to improve organization’s documentation systems and processes.

Functional and Supervisory Relationships

• Reports to associate director, Campus Technology Services.
• Supervises student and temporary support staff employees, as needed.

Required Qualifications

• Associate’s degree and minimum two years’ support experience in windows computing environment
• Evidence of technical troubleshooting and detailed understanding of imaging technologies associated with windows desktop technologies in computer classrooms and labs.
• Customer service experience with evidence of customer service orientation and technical troubleshooting skills in computer technology; ability to effectively communicate technical information in a clear and understandable manner to non-technical users both verbally and in writing.
• Experience successfully managing multiple priorities and tasks and following through to completion.
• Experience in a team environment; and evidence of ability to work both independently and collaboratively within a team environment.

Preferred Qualifications

• Bachelor’s degree
• In-depth and broad knowledge of computing imaging and virtualization software and it’s use in an academic setting
• Experience working with Macintosh systems
• Familiarity with print management systems
• Supervisory experience in a student technology support environment

EEO Statement
The State University of New York College at Cortland is an Affirmative Action/Equal Employment Opportunity/Americans with Disabilities Act (AA/ EEO / ADA ) employer. The university actively seeks applications from women, veterans, individuals with a disability, members of underrepresented groups or anyone that would enrich the diversity of the university. Job Close Date

Posting Detail Information

Posting Number S22021 Review Start Date 08/22/2022 Open Until Filled Yes Quick Link for Direct Access to Posting https://jobs.cortland.edu/postings/6473
Special Instructions

Special Instructions to Applicant

Special Instructions to Applicant Supplemental Questions

Required fields are indicated with an asterisk (*).

1. * What is the highest earned degree that you possess? Please include the degree program.
   
   (Open Ended Question)
   
   
2. * Please, share your understanding of diversity, equity, and inclusion and briefly describe your commitment to treating others, at all levels of the organization with fairness and respect.
   
   (Open Ended Question)
   
   

Documents Needed to Apply
Required Documents

1. Curriculum Vitae or Resume
2. Cover Letter
3. Professional References Contact Info. ONLY (minimum of 3)

Optional Documents