Technology Support Specialist II

1 month ago

Keuka Park, United States Keuka College Faculty Staff Full time
Summary:

The role of a Technology Support Specialist II within our organization is to serve as one of the first points of contact for customers seeking technical assistance over the phone, email or in-person. This role helps manages the ticket queue for the Colleges IT Service Desk. This role will maintain computer systems, hardware, and software for students, faculty, staff, and other constituents of the Colleges.

Essential Responsibilities:
  • Serving as one of the first points of contact for customers seeking technical assistance over the phone, email, or in-person.
  • Performing remote and in-person troubleshooting through diagnostic techniques and pertinent questions.
  • Providing recommendations for improvements to operational efficiency that will result in better service.
  • Develops technical documentation.
  • Participate in ongoing support of classroom systems.
  • Testing, assessing, and learning about updates and new technology.
  • Engages in a planned program of professional development. Continually maintains skills and knowledge relative to the position and technology industry, including best practices, evolving operational requirements, and industry trends.
  • Provide support for both mac and windows environments
  • Serve as team member and contributor for major IT initiatives and projects.
  • Participate in the on-call rotation.
  • As needed, will provide cross coverage with other members of the IT staff.
  • Responsible for ensuring that assigned tasks are completed in compliance with various institutional and regulatory requirements.
  • Update and resolve tickets in a timely manner in alignment with department SLAs and direct unresolved issues to the next level of support personnel.
Physical Requirements:
  • Prolonged periods of sitting at a desk and working on a computer.
  • Some evening and weekend hours are required.
  • Occasional lifting up to 50 pounds.
Requirements

Minimum Qualifications :
  • Associate degree preferred or a minimum of 2 - 4 years related experience.
  • Industry Training towards Certification in Technical Discipline (MCSE, A+, etc.)
  • Excellent oral and written communications skills.
  • Excellent Troubleshooting skills.
  • Must be able to readily learn and adapt to new computing environments.
  • Must have strong organizational skills and the ability to work with a minimum of supervision.
  • Must be able to prioritize and juggle multiple demands and deadlines.
  • Demonstrated ability to work with a team approach and in a service-oriented manner.
  • Experience with Windows and MAC Operating Systems and Hardware is required.
  • Experience with installing, troubleshooting and configuring multimedia control systems (Extron/Crestron) preferred.
  • Ability to effectively communicate both verbally and in writing.
  • Ability to be sensitive to and respond to the needs/concerns of students, faculty, college staff and the public.
  • Ability to work under pressure with a high tolerance for interruptions, and the ability to work with diverse groups of people.


About Keuka College:

Keuka College, founded in 1890, is a liberal arts-based, private, four-year college in the heart of New York's Finger Lakes. The College offers small classes augmented by its trademark Field Period® program - an annual, 140-hour experiential learning internship. Graduates leave with significant, real-world experience because of this immersion in experiential learning - long the cornerstone of a Keuka College education. The College's 290-acre campus hosts just under 1,000 students, approximately 220 employees, and more than 5,000 summer conference guests. It is the largest private employer in Yates County, where its annual regional economic impact is more than $110 million. With a home campus on the shore of Keuka Lake, satellite classes throughout New York, and international programs in China and Vietnam, Keuka College carries on the original mission of its founder, the Rev. Dr. George Harvey Ball, to educate young students and adult learners "to bring strength to our nation and to help humanity." The College is an equal opportunity provider and employer. Keuka College is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. In accordance with the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential.

Salary Description

$24.00 per hour

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