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Lead Technology Support Specialist

Employer
Stony Brook University
Location
New York, United States
Salary
Salary Not specified
Posted Date
Jan 25, 2023


Lead Technology Support Specialist

Lead Technology Support Specialist

Required Qualifications: (as evidenced by an attached resume)
Associate's degree or 5 years of progressive experience with technological systems and user support applications. Experience supporting Windows 10. Experience supporting and troubleshooting MAC OSX hardware and software. Experience utilizing remote software tools like Bomgar and DameWare. Experience supporting and troubleshooting hardware and software technology.

Preferred Qualifications:
Bachelor's Degree or higher (or foreign equivalent). Three [3] or more years of full-time experience supporting and troubleshooting hardware and software technology. Familiarity with web content management systems such as Drupal, OmniUpdate. etc. Knowledge of desktop imaging technology (e.g., Ghost, Acronis, etc.). Experience support of conference room/ AV Equipment (SMART boards, projectors, etc.). Experience providing support at the executive level. End-user training experience. Experience with basic networking such as TCP/IP, DHCP, DNS, Firewalls, VPN, and command line functions. Experience supporting Windows 11.

Brief Description of Duties:
This position will be the main point of contact for all Information Technology within the Stony Brook Administration Building. 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. 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 working independently as well as part of a team with a collaborative approach to problem-solving.

Duties:
  • 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. 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 will be required.
  • 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.
  • 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.
  • Incumbent will be responsible for acting as an escalation and troubleshooting support for the Client Support student assistants as they diagnose and repair technical-related issues
  • The incumbent will be responsible for the performance of all job duties, at all times for delivering optimal customer service, protecting institutional data and privacy, and the excellent delivery of solutions and services by following divisional and University policies, procedures, and processes. The incumbent is expected to use previous ITSM incidents to anticipate complications in their areas and prepare for cyclical issues. Backup of critical systems and computers need to be prepared so that service interruption will be limited in critical regions for our clientele. The incumbent through the use of tools and applications on hand should plan a maintenance routine designed to support maximum uptime for their apportioned areas.
  • Other duties or projects as assigned such as providing backup coverage for various other professional technical support positions as needed. Assist end users with various types of AV equipment, setup, and troubleshooting.

Special Notes:

The Research Foundation of SUNY is a private educational corporation. Employment is subject to the Research Foundation policies and procedures, sponsor guidelines and the availability of funding. FLSA Exempt position, not eligible for the overtime provisions of the FLSA. Minimum salary threshold must be met to maintain FLSA exemption.

The position requires lifting, pushing, pulling and carrying items weighing up to 40 pounds aided and unaided by dollies and carts within a continuous and repetitive basis.

This position will remain posted until filled or for a maximum of 30 days. An initial review of all applicants will occur two weeks from the posting date. For full consideration, applications must be received before the initial review date. If within the initial review no candidate was selected to fill the position posted, additional applications will be considered for the posted position; however, the posting will close once a finalist is identified, and at minimal, two weeks after the initial posting date. ". We would like to post for 30 days as a rolling search, open until filled.

Resume/CV and cover letter should be included with the online application.

Stony Brook University is committed to excellence in diversity and the creation of an inclusive learning, and working environment. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, familial status, sexual orientation, gender identity or expression, age, disability, genetic information, veteran status and all other protected classes under federal or state laws.

If you need a disability-related accommodation, please call the university Office of Equity and Access (OEA) at or visit OEA.

In accordance with the Title II Crime Awareness and Security Act a copy of our crime statistics can be viewed here.

Visit our WHY WORK HERE page to learn about the total rewards we offer.

Job Number: 2204747Official Job Title: Information Systems TechnicianJob Field: Information TechnologyPrimary Location: US-NY-Stony BrookDepartment/Hiring Area: Division of Information Technology (DoIT) Customer Engagement & SupportSchedule: Full-time Shift :Day Shift Shift Hours: 8:30-5:00 Posting Start Date: Dec 27, 2022Posting End Date: Jan 26, 2023, 8:59:00 PMSalary:$65,000 to $79,000Appointment Type: RegularSalary Grade:N8 SBU Area:The Research Foundation for The State University of New York at Stony Brook

To apply, visit https://stonybrooku.taleo.net/careersection/2/jobdetail.ftl?job=2204747&tz=GMT-08%3A00&tzname=America%2FLos_Angeles





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