Technology Support Specialist - SUNY Cortland : Job Details

Budget Title Lead Programmer/Analyst Campus Title Technology Support Specialist School/Division Academic Affairs, Division of Department Campus Technology Services Staff Sub-Type Staff & Administration Salary Level SL3 Salary Range $55,200-$62,200 (Depending on Experience) Salary Determination

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.

Position Effort Full-Time If Part-Time, enter FTE: Is this a temporary position? No If Temporary, enter End Date: Position Summary

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.

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What makes SUNY Cortland a great place to work?

* 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. Experience Cortland dives deep into the region's offerings

Major Responsibilities

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, and 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, and 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, and monitor threat detection and remediate threats using the endpoint security console

* Support end-users with multifactor authentication with the mobile app method, text message passcode method, phone call method, and USB token methods

* Provide desktop printing support including troubleshooting and resolution at the client site and troubleshoot and resolve common issues with printing using the managed print system

* Participate in the inventory control process which includes maintaining equipment inventory, hardware maintenance, user assignment, and equipment disposable records

* On occasion, may need to work an evening or weekend to provide technology 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 technical support and help desk personnel

* Participate in department and team meeting discussions about the tactical, operational, and strategic direction of our operations

PROFESSIONAL DEVELOPMENT

* Continually update technical knowledge and skills by attending in-house and external training, professional conferences, online courses, and webinars and being proactive by assessing new technologies and applications

Functional and Supervisory Relationships

Reports to Associate Director of Campus Technology Services and supervises student and temporary support staff employees as needed.

Required Qualifications

Associate's degree is 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

Preferred Qualifications

* Experience using computing imaging and virtualization software

* Experience using software deployment and endpoint management tools

* Experience with print management systems

About the University

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.

EEO Statement

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.

Job Close Date

Posting Detail Information

Posting Number S23142 Review Start Date 11/06/2024 Open Until Filled Yes Quick Link for Direct Access to Posting

Special Instructions

Special Instructions to Applicant

Special Instructions to Applicant