Service Desk Agent

Stony Brook University
New York, United States
Salary Not specified
Posted date
Sep 24, 2021

View more

Position Type
Administrative, Business & Administrative Affairs, Computer Services & Information Technology
Employment Level
Employment Type
Full Time

Service Desk Agent

Service Desk Agent
Required Qualifications (as evidenced by an attached resume):
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 issues.

Preferred Qualifications:
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 experience.

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 system.
  • 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 issues.
  • Maintain Service Desk metrics, to include incident and problem management.
  • 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.

​​Special Notes: This is a ​full-time appointment. FLSA Non Exempt position, eligible for the overtime provisions of the FLSA.

​​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 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"" href="" target="_blank">"" href="" target="_blank">OEA.

In accordance with the Title II Crime Awareness and Security Act a copy of our crime statistics can be viewed"" href="" target="_blank"> here.

Visit our"" href="" target="_blank"> WHY WORK HERE page to learn about the total rewards we offer.
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


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