Technology Support Specialist

Position Details

Position Information

Budget Title INSTRUCTIONAL SUPPORT TECHNICIAN 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 Campus Technology Services team, this individual will provide one-on-one technology support to faculty, staff, and students via phone, email, and walk-up counters. This includes technology troubleshooting according to established Technology Help Center procedures. Listens/reads email or trouble tickets and questions users to clarify and identify problems, documents the problem in a centralized ticketing system, uses established procedures, technical experience and critical thinking skills to resolve user problems. Talks users through appropriate tests, resolutions and operating procedures. Utilizes remote access software to assist users when appropriate. If unable to resolve a problem, follows established escalation procedures. Major Responsibilities
Technical Support

• Provide front-line campus-wide technology services, support and consultation, including phone, electronic, and on-site support regarding hardware configuration, operating systems, utility and application software, communications, networking, enterprise-wide systems, and web development. This includes technology troubleshooting according to established Technology Help Center procedures.
• Listens/reads email, trouble tickets, and questions users to clarify and identify problems, documents the problem in a centralized ticketing system. Uses established procedures, technical experience, and critical skills to resolve users’ problems.
• Communicate technical details to users in a clear and understandable manners. If unable to resolve a problem, works collaboratively with others in Technology Help Center. If still unable to resolve a problem, escalates the ticket to the appropriate Information Resources Department.
• Work with other groups within Information Resources, especially PC and Mac Services, Media Services and System Administration and Web Services to provide front-line customer support.
• Collaborates with Technology Help Center co-workers and others in IR to identify service derogations or outages. Involves identifying and communicating patterns of problems and escalating to appropriate IR department. Work together with the Technology Help Center Manager and co-workers on procedures for ticket handling and escalation.
• Maintain knowledge of desktop technologies, to include: operating systems, software applications, hardware operations, and troubleshooting practices for campus customers. Support and maintain security at the desktop level such as, virus and spyware removal, password resets, security updates, etc.
• Must be available for possible extended hours, evenings and weekends, during fall and spring academic semesters.
• Work with Technical Help Center staff to support the coordination, training, and supervision of student employees. Evaluate, request, and upgrade Technology Help Center technical resources (e.g. hardware and application software), as needed.
• Monitor and maintain call center reporting statistics, to include phone and tracking system monitoring.
• Be cognizant of Information Resources policies on service, access and utilization of campus computing facilities, software copyright and licenses, and use of campus desktop technology.

Documentation

• Maintain and review centrally located repository of documentation. Collaborates with the Technology Help Center Manager and co-workers to maintain technical support documentation. Ensure documentation is current and relevant. Collaborates with other IR departments to ensure the Technology Help Center has accurate and complete documentation to support new service roll-outs and existing service upgrades. Works with the originating IR department to provide end user scenarios for product testing.

Functional and Supervisory Relationships
Reports to: Manager, Technology Help Center
Supervises: Student and temporary support staff employees, as needed Required Qualifications

• Associate’s Degree and minimum two years consulting and support experience in a multi-platform computing environment;
• Demonstrated 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.
• Demonstrated ability to work both independently and collaboratively in a team environment.
• Proven ability to work with varying levels of computer expertise from beginner to advance users.
• Demonstrated ability to identify a user’s problem, document the problem (in a ticketing system), and think critically to resolve the problem.

Preferred Qualifications

• Bachelor’s degree in computer science, computer engineering, information systems, educational technology, or related field.
• Experience supporting technology in a higher education environment.
• Experience working in a Technology HelpDesk or Technology help call center
• Supervisory experience in a student technology support environment.
• Working knowledge of Web based application and multi-media technologies and security issues.

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 College actively seeks applications from women, veterans, individuals with a disability, members of underrepresented groups or anyone that would enrich the diversity of the College. Job Close Date

Posting Detail Information

Posting Number S21099 Review Start Date 01/20/2022 Open Until Filled Yes Quick Link for Direct Access to Posting https://jobs.cortland.edu/postings/5647
Special Instructions

Special Instructions to Applicant

Special Instructions to Applicant Supplemental Questions

Required fields are indicated with an asterisk (*).

1. * Do you have a bachelor's degree?
   • Yes
   • No
2. * Do you have an associate's degree?
   • Yes
   • No
3. * 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