Help Desk Support Specialist

21 hours ago


Oswego, New York, United States SUNY Oswego Full time
Job Title: Help Desk Support Specialist

SUNY Oswego is seeking a highly skilled and motivated Help Desk Support Specialist to join our team. As a Help Desk Support Specialist, you will be responsible for providing technical support to the campus community for a range of campus technical services and applications on both PC and Macintosh platforms.

Key Responsibilities:
  • Provide Tier I support to the campus community via phone calls, emails, tickets/service requests, and in person at the Help Desk.
  • Assist users with technology-related problems and enter unresolved issues into a ticketing system to be resolved by Tier II staff.
  • Conduct technical workshops for the campus community and create and maintain documentation, self-help materials, and technology updates in online formats.
  • Develop and maintain a strong understanding of ITIL-based processes and maintain further technology training as requested.
Requirements:
  • An associate's degree at the time of hire with a minimum of one year of professional experience supporting computer hardware or software.
  • Experience working with diverse groups/multicultural environments.
  • Computer-related troubleshooting and problem-solving capabilities at the hardware and software levels.
  • A familiarity with software and hardware on the Windows platform.
  • Experience working in a team environment.
  • Excellent customer service skills.
  • Excellent communication skills.
Preferred Qualifications:
  • Experience using help desk tools such as Bomgar and TeamDynamix, writing documentation, teaching technical trainings, and ITIL Foundations certified.
  • Bachelor's degree at the time of hire.
  • A familiarity with software and hardware on the Macintosh platform.
  • An understanding of ITIL processes/ITIL Foundations certified.
  • Experience working at a call center and/or providing desktop support.
  • In-person, phone, and remote desktop support experience.
  • Experience working with various operating systems: Windows, Mac, Chrome OS, iOS, Android.
  • Experience using support and ticketing tools such as Bomgar and TeamDynamix.
  • Experience writing technical communications and/or documentation.
  • Adaptability to changing technical situations.
  • Teaching or presenting on technical topics.
About SUNY Oswego:

SUNY Oswego is committed to enhancing its diversity and fostering a community of scholars who act as transformational agents of change and responsible citizens of the world. We encourage applications from qualified applicants regardless of race, color, national origin, religion, creed, age, disability, sex, gender identity or expression, sexual orientation, familial status, pregnancy, predisposing genetic characteristics, military status, domestic violence victim SUNY status, or criminal conviction.

We are an Affirmative Action/Equal Opportunity Employer and are actively engaged in recruiting, supporting, and fostering a diverse community of outstanding faculty, staff, and students.



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