Technical Support Specialist

Technical Support Specialist

Posting Number S00609

Position Type Full Time

Hours/Schedule Standard campus business hours: 8:00am -5:00pm Hours may vary based on operational needs.

Campus Main Campus, Utica NY

Date Position Available 01/05/2026

Posted Salary $21.00-$23.00 per hour

FLSA Status

Benefits Eligible Yes

If yes, please select: All Benefits

Position Summary Information

Position Summary

As part of the Technology Support Services department of IITS , this position provides first-level Help Desk support to Faculty, Staff, Students, and others for hardware, software, and IT services. Works with all groups and departments in IITS . The Help Desk is customer-focused and must remain upbeat and calm in all situations.

Location Utica, NY

Application Deadline

Full consideration by:

Open Until Filled Yes

Major Responsibilities

• Provide a high level of customer service in all interactions.

• Ability to maintain and exercise patience and professionalism during stressful situations.

• Provide clear communication to clients, peers, and management.

• Create, update, and maintain tickets for all support calls.

• Analyze and perform solid troubleshooting of computer systems, software, and peripherals in person and remotely.

• Recognize and escalate matters to the proper IITS staff and groups.

• Create and maintain documentation for internal and external use.

• Work with and assist other groups in IITS with various tasks.

• Ability to participate in occasional after-hours support.

• Performs needs analysis with users and stakeholders to properly determine hardware and software.

• Develop and provide training on software and systems to individuals and groups.

• Promote a secure computing environment and ensure the computing environment complies with existing policies.

• Mentor, work with, and train student workers. Maintain a professional environment in which students can learn skills and work ethics.

• Responsible for working with the supervisor and other team members to achieve successful results on all established individual and departmental goals and key performance indicators.

• Participate with members of the Utica University community on committees as needed.

• Takes an active role in the development of the department’s strategic and operational plans as required by department leadership. Works closely with the supervisor to develop and implement operational goals that support departmental success.

• Other tasks as assigned.

Driving Responsibilities

N/A

Travel

N/A

Supervises This position may oversee student workers.

Education & Experience Qualifications

• Bachelor of Science in Information Technology or similar field, preferred.

• Associate’s Degree in Information Technology or a similar field.

• Length and quality of experience may be considered in lieu of a current degree.

• Customer service experience preferred.

Minimum Skills/Abilities

• Familiar with supporting and troubleshooting Windows 11, Mac OS, Microsoft Office 365 suite.

• Customer Services Skills, ability to work with people of various skill levels, from novice to expert, as well as various positions in the University, up to President and Board Members. These skills must be strong in all environments, including in person, electronically,y and over the phone.

• Problem-solving skills.

• Good oral and written communication skills and the ability to translate technical information into a user-friendly format.

• Willingness to do hands-on work and maintain effective working relationships with faculty, staff, and students is expected.

• Must be self-motivated and service-oriented, and be able to work independently and collaboratively in a team environment. Strong problem-solving skills and good organizational skills are essential. The responsibilities will include working concurrently on multiple projects, and the individual must be able to adjust to continual changes in priorities and respond effectively to emergency situations.

• Must be able to manage time efficiently with minimal supervision.

• Must be able to work flexible hours if necessary, including weekends, evenings, and early mornings.

• Must be able to lift 40 pounds.

Applicant Documents Instructions

Additional information Visa sponsorship is not available for this position

EEO/AA Statement

Utica University is committed to affirmative action, equal opportunity, and creating a welcoming work environment for all employees. All qualified applicants will receive consideration for employment without regard to veteran status, disability, citizenship status, domestic violence victim status, or protected status under applicable local, state, or federal law.

Commitment to Supporting and Hiring Veterans

Utica University is a comprehensive, independent, private institution founded in 1946 to offer options for higher education study to veterans returning from the Second World War. More than seventy years since veterans returned from WWII , this tradition of serving veterans is still held in high regard here at Utica University, and we are proud to welcome veterans as students and as valued members of our faculty and professional staff.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

• • How did you hear about this employment opportunity?

• HercJobs.org (HERC Higher Ed Recruitment Consortium)

• HigherEdJobs.com

• InsideHigherEd.com

• Observer Dispatch (Utica OD)-newspaper

• Ithaca Journal

• Personal Referral

• Utica University Website

• Albany Times Union

• Binghamton Press & Sun

• careerbuilders.com

• centralnewyorkhelpwanted.com

• Chronicle.com (Chronicle of Higher Ed website)

• Elmira Star Gazette

• Utica University Online Employment Website

• DiverseEducation.com (Diverse Issues in Higher Education

• Historically Black Colleges and Universities

• Indeed.com

• Current Utica University Employee

• Referred by a Utica University Employee

• Referred by a non Utica University Employee

• Twitter

• LinkedIn-Job Posting

• LinkedIn-Recruited by Utica University HR

• Centralnewyorkhelpwanted.com

• Syracuse Post Standard-newspaper

• Albany Times Union-newspaper

• Facebook

• Job Fair

• Search Firm

• NCAA

• PRISM Network

• HBCU Connect

• DiverseJobs

• Other

• • Please provide more details regarding the source of your referral?

(Open Ended Question)

Applicant Documents

Required Documents

• Resume / Curriculum Vitae

• Cover Letter

Optional Documents

• Letter of Reference #1