Service Desk Agent
Service Desk Agent
Required Qualifications (as evidenced by an attached
Bachelor's Degree (or foreign equivalent or higher). In lieu of a
degree, four (4) years of full-time technical support experience or
a combination of higher education and experience may be considered.
Two (2) years of full-time experience providing technical support
(supporting, configuring, and troubleshooting IT equipment).
Experience with a ticketing system to record and document
Experience working with Windows 8 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.
Experience with basic networking and how it relates to desktop
support (i.e. TCPIP, Firewalls, command-line functions). Training
Brief Description of Duties:
This position will serve as the first point of contact for
end-users seeking technical assistance and will mainly be providing
Tier 1 support in Customer Engagement and Support to end-users. The
incumbent will be assisting users exclusively over the phone and
via email with computer issues; therefore, exceptional listening
and questioning skills are essential. The incumbent will provide
Tier 2 support on an as-needed basis. This position requires
outstanding written, verbal, and interpersonal communication
skills, strong organizational and time management skills with
exceptional attention to detail, and strategic and analytical
thinking skills with an ability to solve problems and make
effective decisions. Incumbent must have experience successfully
working independently as well as part of a team, with a
collaborative approach to problem-solving.
- Provide 1st and 2nd level technical support for end-users for
University-owned hardware, software, peripherals, and mobile
technology via phone and email. This includes but is not limited to
diagnosing various operating system and application issues, as well
as hardware-related problems as needed.
- Research resolutions for technical support issues. Document
resolutions in the departmental knowledge base and ticket
- Incumbent will be responsible for acting as an escalation point
and troubleshooting support for the Customer Engagement and Support
student assistants as they diagnose and repair technical-related
- Maintain Service Desk metrics, to include incident and problem
- 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.
This is a full-time appointment.
FLSA Non Exempt position, eligible for the overtime provisions of
In accordance with the New York State Department of Health (DOH)
order that all hospitals and nursing homes “continuously require
all personnel to be fully vaccinated against COVID-19,” Candidates
who are not already vaccinated must obtain the first dose of the
vaccine within three (3) calendar days of acceptance of conditional
job offer and must obtain any subsequent doses in accordance with
the vaccine protocol. The order also includes those who may be
affiliated with or interact with employees of a hospital or nursing
home. The order allows for limited medical exemptions with
reasonable accommodations, consistent with applicable law.
Resume/CV and cover letter should be included with the online
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
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Job Number: 2103149Official Job Title: Programmer-AnalystJob Field:
Information TechnologyPrimary Location: US-NY-Stony
BrookDepartment/Hiring Area: Division of Information Technology -
Customer Engagement & SupportSchedule: Full-time Shift :Day
Shift Shift Hours: 8:30am-5:00pm Posting Start Date: Sep 23,
2021Posting End Date: Oct 23, 2021, 8:59:00 PMSalary:Commensurate
with experienceAppointment Type: Term
To apply, visit https://stonybrooku.taleo.net/careersection/2/jobdetail.ftl?job=2103149&tz=GMT-07%3A00&tzname=America%2FLos_Angeles