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 Desktop Support team, this individual will be responsible for the installation, support, troubleshooting, and upgrades of Windows technologies in the academic, administrative, and research environments at SUNY Cortland. This includes Windows hardware and software consultation and support to faculty, staff, and Information Resources technical staff to facilitate the use of technology in the classroom and office environment. This individual will provide campus-wide technology services, support and consultation, including phone, e-mail, and in-person support regarding hardware/software installation, troubleshooting and problem resolution for Windows desktops.

Major Responsibilities

• Provide Windows desktop support services to the campus community in the use of Windows desktop resources for staff, faculty and student instruction, and research and production activities. Services include hardware/software installation, troubleshooting and problem resolution for Windows desktops located in faculty/staff offices and specialty PC sites. Additionally, manage equipment resources, desktop printing support and a “threat management” program for Windows desktops.
• Manage installation of Windows desktop software including equipment in faculty/staff/departmental offices using technologies available through the campus system management appliance. Install authorized application software and provide initial support.
• Manage desktop printing support including problem isolation and resolution at the customer site, in-house depot level repair and coordination of outside services when necessary.
• Coordinate campus wide Windows “threat management” program. This includes developing procedures, including dealing with Ad/Spy/Malware and scheduling and managing the Endpoint Security AV/Mal/Spyware console that includes all Windows desktops in faculty/staff offices and student Windows facilities.
• Support end-users with Duo-Multifactor authentication with the mobile app method, text message passcode method, phone call method, or a USB token method.
• Support all Mobile Technologies, including digital telephony, at the point which it converges with desktop technologies. This includes configuration of these technologies to interface with campus servers, using WI-FI technologies.
• Serve as back-up and provide 2nd level hardware support for computer labs campus-wide; Install, setup and test desktop systems, new and re-assigned, including physical security, in computer labs campus wide as needed.
• Respond to customer problem “tickets” generated by the Technology Help Center call tracking system. Respond to calls for equipment pick-up and equipment moves.
• Communicate effectively with manufacturer’s technical support and help desk personnel for support assistance
• Maintain and review a centrally located repository of documentation. Participate in the inventory control process, as well as maintaining inventory and maintenance/customer tracking records. Track and record services provided for assessment and reporting purposes.

Functional and Supervisory Relationships

Reports to: Associate Director, Campus Technology Services
Supervises: Student staff employees, as needed

Required Qualifications

Education:

• Associate’s degree

Experience:

• Three years’ consulting and support experience in a Windows computing environment
• Evidence of experience using technical troubleshooting skills in computer technology, and the ability to identify a user’s problem, document the problem (in a ticketing system), and think critically to resolve the problem(s).

Other:

• Demonstrated customer service orientation
• Evidence of effective oral and written communication skills, and ability to effectively communicate technical information in a clear and understandable manner to non-technical users both verbally and in writing.
• Evidence of ability to work both independently and collaboratively in a team environment, including an ability to work with users with varying levels of computer expertise from beginner to advanced.

Preferred Qualifications

Education & Certification:

• Bachelor degree in computer science, computer engineering, information systems, educational technology, or related field.
• Dell Certified Technician

Experience:

• Experience supporting technology in a higher education environment.
• Experience working in a multi-platform environment and supporting mobile devices.
• Supervisory experience in a student technology support environment.

Other:

• Familiarity with Jamf or KACE (Systems Management Technologies).
• Working knowledge of Web based application, multi-media technologies, security issues and solutions for the desktop and mobile technologies.

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
S21156

Review Start Date
05/27/2022

Open Until Filled
Yes

Quick Link for Direct Access to Posting
https://jobs.cortland.edu/postings/6164

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