Help Desk Support Specialist - State University of New York at Oswego : Job Details

Location: Oswego, NY Category: Professional Posted On: Wed Sep 25 2024 Job Description:

Description of Department:

Campus Technology Services (CTS) is an integrated service organization caring for administrative computing, instructional computing, network services, technology user support and telecommunications. The department delivers a broad set of infrastructure, applications and services that are vital to the operation and mission of the University. CTS is committed to an environment of diversity, equity and inclusion.

The Department of Campus Technology Services at the State University of New York at Oswego invites applications for a full time Help Desk Support Specialist

Your opportunity awaits! ( SUNY Oswego is an excellent place to work, learn and grow. We offer a friendly atmosphere, outstanding benefits, and opportunities for advancement.

Posting Date: September 25, 2024

Review Date: Review of applications will begin immediately and will continue until the position is filled.

Compensation: $45,000 - $50,000 ( commensurate with experience plus full New York State benefits package.

Benefit Information: The State University of New York provides an excellent benefit package. This is a United University Professions (UUP) professional staff position. Click here ( for more information on benefits for full-time United University Professions (UUP) professional staff.

Date of Appointment: As soon as possible

Location: The person hired will start onsite at the SUNY Oswego CTS Help Desk until properly trained at which time a hybrid work schedule will be established where some work days are onsite and some are remote. The hybrid work schedule will be in accordance with the SUNY-wide Telecommuting Policy (

Description of Responsibilities:

+ The Help Desk Support Specialist position is primarily responsible for providing Tier I support to the campus community for a range of campus technical services and applications on both PC and Macintosh platforms.

+ Duties include assisting users with technology-related problems via phone calls, emails, tickets/service requests, and in person at the Help Desk. Unresolved issues are entered into a ticketing system to be resolved by Tier II staff. This position assists 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. The HDSS should also be familiar with ITIL-based processes and maintain further technology training as requested

+ The HDSS will be expected to possess excellent communication and interpersonal skills to work effectively with the campus community and colleagues.

+ This position will require some evening and weekend work at the start of each semester.

SUNY Oswego works continuously to create an inclusive environment which respects, embraces, and promotes cultural safety, belonging, civil discourse, cultural humility, and other values and goals outlined in SUNY Oswego's Strategic Diversity and Inclusion Plan ( . As such, the incumbent is expected to contribute to these efforts and possess communication and interpersonal skills necessary to engage effectively with an increasingly diverse community of students and colleagues.

Job Requirements:

Required Qualifications:

+ 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

At SUNY Oswego we value the diversity found in each member of our campus community and strive to create a community where that diversity is embraced and enhanced. Recognizing the strength of diversity, our mission is to foster an environment which respects, embraces and promotes cultural competence, civil discourse and active engagement in developing an inclusive and vibrant community of scholars who act as transformational agents of change and responsible citizens of the world. For more information see SUNY Oswego's Strategic Diversity and Inclusion Plan ( .

As a candidate seeking consideration you are asked to submit a separate statement specifically addressing how your commitment to diversity, equity and inclusion has been evidenced in your career experience and professional activity, and/or community service (volunteer work, etc.), and/or professional development. (Please see Application Instructions)

Additional Information:

Oswego is committed to enhancing its diversity. SUNY Oswego is an Affirmative Action/Equal Opportunity Employer and is actively engaged in recruiting, supporting, and fostering a diverse community of outstanding faculty, staff and students. 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. Please click here ( to see our full non-discrimination policy.

In accordance with USCIS regulations, successful applicants must be legally able to work in the United States per the Immigration Reform and Control Act of 1986.

Requests for reasonable accommodations of a disability during the application and/or interview process should be made to the Human Resources Office by calling 315-###-#### or emailing [email protected].

For Campus Safety information, please click here ( to see the Annual Security and Fire Report (Clery).

SUNY Oswego is a smoke free/tobacco/e-cigarette free campus. Click here ( for further policy details, including education and cessation resources.

Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Office of Employee Relations at (518) ###-#### or via email at [email protected].

Search Chair:

Dave Kahn at [email protected]

Visa sponsorship not available for this position.