University at Albany — IT Service Desk Specialist

About University at Albany:
Established in 1844 and designated a University Center of the State University of New York in 1962, the University at Albany’s broad mission of excellence in undergraduate and graduate education, research and public service engages a diverse student body of more than 17,900 students in nine schools and colleges across three campuses.

Located in Albany, New York, New York State’s capital, the University is convenient to Boston, New York City and the Adirondacks.

Job Description:
The IT Service Desk Specialist provides essential and wide-ranging first level information technology end user support. In order to provide high quality customer service, the specialist must be able to assist customers with a wide range of technical matters, communicate effectively, and follow rules and procedures for referring customers to higher-level support, when needed. The position requires analytical and problem solving skills. S/he must stay abreast of changes in hardware, software, and applications frequently used in teaching, learning, and research contexts.

As part of a team, provide the first point-of-contact for a wide range of information technology questions and service needs:

  • Provides excellent customer service to support the University’s IT services which include, but are not limited to, network access, email, self-service web portal, course management system, and supported web applications
  • Effective customer service skills to ensure customer satisfaction and an effective user experience that include effectively listening and asking questions to ensure understanding of the end-user’s reported problem, ability to maintain composure and focus during high call volume periods and when working with frustrated customers
  • Ability to listen and communicate with customers over the phone, in person and by e-mail
  • Strong writing skills to collect and document information obtained from customer and to develop effective documentation and FAQs
  • Ability to follow procedures to document all troubleshooting steps and when appropriate, escalate queries to the next support level
  • Continuing education, training, and awareness to stay abreast of changes in web browsers, operating systems and University applications
  • May work on cross-functional IT projects, represent the Service Desk in meetings and participate in testing of system and application upgrades
  • Work schedule 11:30-7:30 (Monday-Thursday) and 8:30-5:00 (Friday) 
    • Must be available to work a flexible schedule that may include mornings, holiday or weekend hours
    • Hours may vary during summer and University holidays

Minimum Qualifications:

  • Bachelor’s degree from a college or university accredited by a US Department of Education or internationally recognized accrediting organization
  • Two or more years of professional experience working in a role that provided direct end-user support to customers using web browsers, software applications or an e-mail system
  • Demonstrated ability to listen, ask questions and understand the problem being reported
  • Experience supporting the standard installation and appropriate functioning of Microsoft Office Products, including MS Outlook and its configuration options
  • Experience using and supporting currently supported version(s) of the Microsoft Windows OS
  • Functional understanding of multiple web browsers, including privacy settings
  • Experience with basic Macintosh OS use and application installation
  • Experience configuring mobile devices for university supported network access and email, calendaring and communication tools
  • Proficiency with and management of the life-cycle of a ticket through a service management system

Additional Information:
Professional Rank and Salary Range: Senior Staff Assistant, SL-3

Special Notes: Visa sponsorship is not available for this position

The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, or Clery Act, mandates that all Title IV institutions, without exception, prepare, publish and distribute an Annual Security Report. This report consists of two basic parts: disclosure of the University’s crime statistics for the past three years; and disclosures regarding the University’s current campus security policies. The University at Albany’s Annual Security Report is available in portable document format [PDF] by clicking this link

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 Governor’s Office of Employee Relations at (518) 474-6988 or via email at 


Please apply online via

Application Instructions:
Applicants MUST submit the following documents: 

  • Resume
  • Cover letter stating all the required minimum qualifications and any of the applicable preferred qualifications
  • Names and contact information for three professional references

Note: After submitting your resume, the subsequent pages give you instructions for uploading additional documents (i.e. cover letter etc.).

Closing date for receipt of applications:  September 28, 2019