Help Desk Support Specialist

3 days ago


Oswego, United States State University of New York at Oswego Full time
Job Description

The State University of New York at 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:

  • Assist users with technology-related problems via phone calls, emails, tickets/service requests, and in person at the Help Desk.
  • Enter unresolved issues into a ticketing system to be resolved by Tier II staff.
  • Assist with training student Help Desk staff, conducting technical workshops for the campus community, and creating and maintaining documentation, self-help materials and technology updates in online formats.
  • Be familiar with ITIL-based processes and maintain further technology training as requested.
  • Possess excellent communication and interpersonal skills to work effectively with the campus community and colleagues.

Requirements:

  • An associate's degree at the time of hire with a minimum of one year of professional experience supporting computer hardware or software at the time of hire.
  • 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.

What We Offer:

The State University of New York at Oswego offers a comprehensive benefits package, including health insurance, retirement plans, and paid time off. We also offer opportunities for professional development and growth, as well as a collaborative and inclusive work environment.

How to Apply:

To apply for this position, please submit your application through our online portal. We look forward to hearing from you


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