Technical Specialist
4 weeks ago
BROAD FUNCTION
- The Technical Specialist - IT Helpdesk provides initial front-line technical support to the campus community for Onondaga Community College supported systems, services, and hardware. OCC's Technical Specialist - IT Heldpesk responds to queries, troubleshoots issues, isolates problems, and determines and implements solutions or escalates to appropriate support area for further troubleshooting. Technical assistance and customer support is provided via phone, email, remote, chat, and face-to-face to the OCC campus community.
- Manages support through phone, email, chat, and walk-in traffic for the IT- Helpdesk which includes assisting users with questions, problems, and issues in the use of OCC services, systems, applications, and general College informational questions.
- Assists the Academic Technology Specialist and others with troubleshooting and documenting Learning Management System (LMS) issues and concerns.
- Provides service-centric and responsive end-user support to OCC employees and students for primary OCC services, systems, and applications that include:
- Office 365 and its various component applications
- D2L-Brightspace, OCC's current LMS
- Lazer Success
- Account management in Active Directory
- Colleague
- Smart Classroom Technology
- Printing
- Mobile device/wireless network connectivity
- Other applications and operating systems used throughout the college
- Troubleshoots, documents, and resolves issues and questions. Creates cases for escalated issues detailing customer information, issues, and troubleshooting steps already taken.
- Collaborates with members of the Center for Teaching and Learning Innovation team and the OCC learning community (comprised of representatives from the Coulter Library, Information Technology Services, and The Learning Center) to support OCC's LMS.
- Provides "After Hours" and "Weekend" support for the campus community as necessary.
- Informs the OCC campus community of the technology resources available and provide guidance in the effective use of such technology.
- All other duties as assigned.
MINIMUM QUALIFICATIONS
- Graduation from a regionally accredited college or university with an Associate's degree in Information Technology or a closely related field.
- One (1) year of work experience, or its part-time equivalent, in a Help Desk or customer support environment that includes problem analysis and/or providing direct customer support for problem/question resolution, preferably in an academic environment.
- Excellent knowledge of Windows PCs including hardware and software. Basic knowledge and understanding of non-windows devices and software.
- Familiarity with D2L-Brightspace or other Learning Management Systems.
- Excellent verbal communication skills and customer service skills.
- Graduation from a regionally accredited college or university with a bachelor's degree in an Information Technology related program.D2L-Brightspace administration experience.
- Bilingual in Spanish and English. English and another language will be considered.
- Thorough knowledge of PC hardware, Printers, Windows OS, MS Office, and other pertinent enterprise software applications and tools
- Demonstrated organizational and interpersonal skills
- Maintain confidentiality of protected or sensitive information
- Professional verbal and written communication skills
- Ability to handle multiple priorities concurrently
- Ability to work in a team-oriented, service-driven environment
Additional Information:
Onondaga Community College offers a competitive benefit package including health, dental and the NYS retirement system.
Anticipated salary is CSEA Grade 7 Step A, $47,114.
Please contact hr@sunyocc.edu if you have questions.
Application Instructions:
Please attach a cover letter and resume along with 3 professional references.
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