Technology Support Specialist

Position Details Position Information Budget TitleCampus TitleSchool/DivisionDepartmentStaff Sub-TypeSalary LevelSalary RangeSalary DeterminationPosition EffortIf Part-Time, enter FTE:Is this a temporary position?If Temporary, enter End Date:Position SummaryWhat makes SUNY Cortland a great place to work?Major ResponsibilitiesFunctional and Supervisory RelationshipsRequired QualificationsPreferred QualificationsKnowledge, Skills & AbilitiesAbout the University EEO StatementJob Close Date Lead Programmer/Analyst Technology Support Specialist Academic Affairs, Division of Campus Technology Services Staff & Administration SL3 $57,500+ depending on experience (DOE) Starting salary rates are based on multiples factors which may include the position’s major responsibilities, the applicant’s background including education, work experience, and key competencies, the university’s strategic priorities, internal peer equity and external market analyses, applicable federal, state, and local laws and negotiated labor contracts. Full-Time No As a member of Campus Technology Services Desktop Support team, this individual will be responsible for the installation, support, troubleshooting, and upgrades of Windows/Macintosh technologies in the academic, administrative, and research environments at SUNY Cortland.Salary Range: $57,500+ depending on experience (DOE)Watch to learn more about careers at SUNY Cortland: • Our positions provide predictable salary progressions, and many offer permanency. • Generous benefits include health, dental, and vision insurance, various retirement program options, paid family leave and/or parental leaves, flexible spending and dependent care accounts, long term disability and tuition reimbursement.• SUNY Cortland prioritizes work-life balance and well-being in all forms. The university’s state-of-the-art Student Life Center is free for employees to use, with membership options for families. SUNY Cortland’s Child Care Center welcomes the children of employees and community members, as space allows. Alternate work schedules are available with a supervisor’s approval.• Professional development opportunities exist through training, continuing education programs, tuition reimbursement and conference travel, based on funding.• Cortland County and surrounding areas offer easy access to arts, entertainment, outdoor recreation and much more. dives deep into the region’s offerings Operations: Install Windows/Macintosh desktop applications, computer hardware and peripheral devices for use in administrative offices and instructional spaces. Utilize endpoint management systems to install software, provide support, and maintain inventory records. Respond to user support requests submitted in the IT service management system. Respond to requests for equipment pick-up and equipment moves. Track and record services provided for assessment and reporting purposes. Troubleshoot and diagnose problems by asking informed questions. Test alternative solutions until issues are resolved. Provide step-by-step instructions to users for problem resolution. Conduct remote troubleshooting when needed. Escalate incidents as appropriate. Participate in campus-wide Information Security program. Follow established procedures for responding to security threats such as viruses, malware, ransomware, and phishing attempts. Monitor threat detection and remediate threats using the endpoint security console. Support end-users with multifactor authentication using various methods, such as mobile app, text message passcode, phone call, and USB token. Provide desktop printing support through on-site troubleshooting and resolution of common issues in the managed print system. Participate in the inventory control process which includes and is not limited to maintaining equipment inventory, hardware maintenance, user assignment, and equipment disposable records. On occasion, may work an evening or weekend to provide technological troubleshooting and support. Communication: Provide information training and guidance to clients on the use of common applications and computer peripherals. Create and maintain documentation in shared documentation repository. Regularly review and revise documentation for updates. Communicate effectively with vendor representatives and support personnel. Participate in department and team meeting discussions about the tactical, operational, and strategic direction of our operations. Professional Development:Maintain and expand technical knowledge through ongoing learning, attending training, conferences, webinars, and online courses, and by actively exploring and assessing new technologies and tools. Reports to Associate Director of Campus Technology Services Works with faculty and staff Supervises student and temporary support staff employees, as needed Associate’s degree in an Information Technology (IT) related field plus 2 years IT experience; or, Bachelor’s degree in an IT related field; or, Associate’s degree plus 4 years’ IT experience; or, Bachelor’s degree plus 2 years IT experience Valid Driver’s License Experience using computing imaging and virtualization software Experience using software deployment and endpoint management tools Experience with computer hardware repair Experience supporting Mac OS and Apple products Evidence of effective interpersonal skills and customer service orientation to coordinate, manage, and consult with individuals from all levels to facilitate the use of audio-visual technology Effective analytical and problem-solving skills Ability to process information logically Ability to work independently and within a team environment Demonstrated ability to manage multiple priorities and tasks Demonstrated ability to work both independently and collaboratively in a team environment Ability to effectively communicate technical information in a clear and understandable manner to non-technical users both verbally and in writing Detailed understanding of desktop computing technologies A top public university of approximately 6,600 students located in the geographic center of New York State, SUNY Cortland provides accessible, affordable education to students from across the U.S. body. One of 13 comprehensive universities in the State University of New York system, SUNY Cortland prides itself on its rigorous undergraduate and graduate programs in the liberal arts, sciences, education, and professional studies. For more than 150 years, SUNY Cortland has provided unmistakable value for students seeking a well-rounded academic, athletic, and social experience. The University ranks among the top campuses in the nation on Money magazine’s “Best Colleges for Your Money List,” fields a powerhouse Division III athletics program and boasts an impressive network of alumni making a difference in education, business, government, fitness, medicine and many other fields. The State University of New York 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. Posting Detail Information