The Helpdesk Technician will collaborate with the Helpdesk Manager, System Administrator, Network Manager, ITS Trainer, and Desktop Technicians to resolve desktop support issues. The primary functions of this position include supervising student workers, documenting complex IT related issues, and assigning them to the appropriate personnel. This position has been evaluated for compliance with the Fair Labor Standards Act and is subject to premium pay for all hours worked in excess of 40 in a payroll week.

Salary: $21.00-$23.00 per hours; 35 hours per week

Essential Functions:

• With or without reasonable accommodations the incumbent must be able to read, write, and speak the English language at a college level
• Be capable of performing sometimes complex mathematical calculations
• Must be able to communicate with all levels of the institution in written and spoken form
• The individual must be able to work independently
• The ability to maintain regular and prompt attendance is essential to the successful performance of this position

Other Duties & Responsibilities:

• Proficiency in Microsoft and Apple operating systems
• Expertise in Microsoft Suite and various other software
• Maintain highest level of confidentiality with faculty/staff/and student secure information
• Daily domain access to Exchange Server and Banner information with a high degree of security and accuracy
• Supervise, hire and train Helpdesk and Lab student workers
• Complete work schedule for Helpdesk and Lab student workers
• Oversee all lab supplies and maintain cleanliness of space
• Maintain and update Helpdesk and lab web pages
• Coordinate with Toshiba Helpdesk technical support to perform repairs and maintenance on Toshiba copiers across campus
• Organize and coordinate necessary supplies and workers for "Start-up."
• Cover desk hours that are vacant due to student absences or open hours
• Troubleshoot and process technical issues from phone calls, emails, walk-ins and on-site visits
• Take escalated technical issues and make on-site visits
• Escalate advanced problems to ITS Staff when needed
• Update and distribute Helpdesk publicity; brochures, etc
• Check and track all emails in Helpdesk, Helpdesk2 and ITS accounts
• Update, and track work orders (Web Helpdesk)
• Setup and fine-tune Outlook for customers needs (inbox and calendar sharing, setting up spam and email filters, setting up personal folders, help back up needed emails, etc.)
• Provides backup to the Desktop Support team as well as covering sick days and vacation days
• Install purchased software licenses and work with license manager to maintain accurate records of licenses
• Perform additional duties and assist with special projects as assigned
• Supports and assists in creating intersections for faculty, staff and students that will assist in transforming people's lives
• Supports and assists in creating an evolving culture of mentoring and rich engagement opportunities for faculty, staff, and students
• Maintains a commitment to diversity, equity and inclusion and a high degree of cultural competence and respect for a wide range of identities and experiences, therefore welcoming and supporting all faculty, staff and students and expanding access to the AU experience
• Maintains a safe working environment within and around their facilities and associated equipment and supplies including, but not limited to, obtaining Safety Data Sheet (SDS) information pertaining to any hazards associated with their work environment
• Participates in all required assigned training, including safety training and will comply with safety rules, regulations, and protocols
• Effective written and oral communication skills
• Contributes to the overall success of the University by performing other duties as assigned

Qualifications-Education & Experience, Knowledge, Skills & Abilities:

• Formal Education:
  • High School diploma.
  • Associate's degree in microcomputer technology or related field or equivalent combination of training, knowledge, and experience, preferred
• Experience:
  • Two to four years experience. Advanced knowledge of Windows OS and core applications required
• Additional Knowledge/Skills:
  • Excellent written, oral and problem-solving skills. Clear, correct, and effective communications using the English language are essential. Supervisory experience is essential

Physical Demands & Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Personal Protective Equipment must be worn when required. A respiratory function test and the ability to use respirators may be required. Stairs and uneven surfaces may be present; artificial lifts, etc. may or may not be available. The position may require the incumbent to walk outdoors in all types of weather to other buildings or offices located on the campus. The Campus is located in an area that contains numerous hills and slopes and may not always be fully accessible for mobility impaired individuals.

About Alfred University:
Lighting the way for students since 1836."We've always been a place for makers, especially those who make the future. Our commitment to independent thinking, creativity, academic rigor and community have made us a unique kind of leader since 1836."
Alfred University (AU) was founded on principles of social justice in 1836 by liberal, independent thinkers who placed high value on education for all citizens. The University has retained and built upon the strong values of its founders, developing as an institution of national and international renown that is responsive to the needs of contemporary society while remaining consistent with the spirit of its origins. Alfred University is the second oldest coeducational college in the United States as well as one of the earliest nineteenth century colleges to have enrolled African American and Native American students. It has a long-standing history of educating socially conscious students who make a difference in their professions and their communities.
Over the course of the twentieth century, Alfred University evolved into a complex institution offering a full range of programs in the liberal arts and sciences, art and design, engineering, business, education, counseling, and school psychology to its nearly 2,000 undergraduate and graduate students that live, learn, and play on a 232-acre campus located in an idyllic, creative valley in Western New York. To learn more, visit alfred.edu.

Alfred University actively subscribes to a policy of equal employment opportunity, and will not discriminate against any employee, student or applicant because of race, age, sex, color, sexual orientation, gender identification or expression, physical or mental disability, religion, ancestry or national origin, marital status, genetic information, military or veteran status, domestic violence victim status, criminal conviction status, political affiliation or any other characteristic protected by applicable law. Protected veterans, minorities and women are encouraged to apply.

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