SUNY Empire State College — IT Service Desk Technician

About SUNY Empire State College:
SUNY Empire State College was established in 1971 by Dr. Ernest Boyer as a distinctive statewide institution focused on innovative, nontraditional teaching and learning.

SUNY Empire is part of the State University of New York system and is accredited by the Middle States Commission on Higher Education. With headquarters in Saratoga Springs, New York, SUNY Empire primarily serves working adults pursuing associate, bachelor’s and master’s degrees online and onsite at locations in every region of the state and abroad.

The college’s 50-year commitment to flexible, individualized learning is represented by faculty mentors who guide students throughout their academic studies, the ability for students to build individualized degree plans, the award of credit for learning gained from life and work experience, world-class academic and social student-support communities, and flexible course delivery methods that meet students’ diverse learning preferences. The college boasts more than 89,000 successful alumni and partners with nearly 16,000 students each year who want to expand their personal and professional horizons.

SUNY Empire State College is committed to creating a multicultural, inclusive academic and work environment. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that a diverse faculty is critical to academic excellence and prepares students to live and work in an increasingly global world.

We are pleased to offer our employees a generous compensation and benefits package. We also offer professional-development activities for professionals and support staff, as well as faculty-development opportunities that encourage pursuit of disciplinary and community-focused research, scholarship of teaching and learning, and leadership development. Faculty-development opportunities include our annual Fall Academic Conference and the annual Institute on Mentoring, Teaching and Learning.

Job Description:
SUNY Empire State College, Office of Information Technology Services seeks a full-time IT Service Desk Technician (State Title: Instructional Support Assistant) at our Saratoga Springs, NY location.

The Service Desk Technician is the primary support contact representative for Information Technology Services (ITS), students, staff and faculty. This position is dedicated to providing an excellent customer support experience through voice, chat and online IT service channels. The selected incumbent will be solutions driven and be able to see the broader picture without a loss of customer service. The Service Desk Technician works closely with the team and leadership to identify opportunities for improvement in levels of support, systems and processes. This position also develops and supports documentation for Tier 0 and Tier 1 self-help materials and other related resources (Discussion boards, chat, FAQs, etc.) as part of an advanced online ticketing (service) system.

Essential Functions:

  • Professionally, respectfully and effectively represents other Information Technology Services staff members, teams and their services to the client community
  • Provides support for all ITS college enterprise products and services. Support includes answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy
  • Receives, manages and helps to resolve online, chat and phone initiated technical issues and inquiries
  • Escalates incidents to the appropriate technician when unable to resolve issues at Tier 1 level
  • Provides additional support to ITS technicians in the form of research and information discovery
  • Champions customers’ concerns and works as an advocate for them when interacting with key ITS team members
  • Participates and is responsible for other tasks/projects as assigned by leadership

Preferred Knowledge, Ability and Skills:

  • Strong troubleshooting skills (system-level)
  • Excellent interpersonal skills and ability to empathize with concerned customers
  • Ability to multitask and maintain a calm demeanor in high-stress situations
  • Excellent verbal and written communication skills with attention to detail and professional bearing
  • Attention to detail in communications and troubleshooting processes
  • Familiarity with basic web and digital literacy concepts
  • Familiarity with ServiceNow IT Service Management System or other IT ticketing systems.
  • Ability to quickly distinguish between a systematic/machine issue and a user issue
  • Experience using remote support tools (i.e. Bomgar, VPN, RDP, etc.)
  • Experience with web browsers, e-mail clients, web forms, basic word processing or other office suite (productivity) software
  • Working knowledge of: 
    • Web browser functionality (Firefox, Google Chrome, Internet Explorer)
    • Windows OS and Apple OSX and iOS
    • Mobile device: iOS and/or Google Android
    • Microsoft 365 and Office2019, including Visio and Project
    • Virtual meeting environments including Microsoft Teams and Zoom
  •  Additional Experience or familiarity with the following: 
    • Moodle or other Learning Management Systems
    • VoIP Systems and Hardware
    • Networking and Information Security
    • Mainframe Applications
    • Familiarity with ITIL and ITSM frameworks for service management

Requirements:

Required Qualifications:

  • Associate’s degree or higher in computer sciences, information management, computer technology or related discipline
  • Minimum 1-year relevant technical support experience

 Preferred Qualifications:

  • Experience working collaboratively as part of a multi person service desk team
  • Experience working in customer service
  • Experience working in an academic environment
  • Familiarity with advanced ticketing systems

Special Information:

  • Hours: Monday – Friday, 9:00 am to 5:00 pm, occasional nights and weekends
  • The first year of this position is on a temporary basis
  • May involve occasional travel
  • VISA sponsorship is not available for this position

Additional Information:

Rank/Salary: SL1/$42,000+

Empire State College is an EOE employer.

IF YOU NEED A DISABILITY-RELATED ACCOMMODATION, PLEASE CALL THE ADA COORDINATOR AT (518) 587-2100, ext. 2240. IN ACCORDANCE WITH THE TITLE II CRIME AWARENESS AND SECURITY ACT, A COPY OF OUR CRIME STATISTICS IS AVAILABLE UPON REQUEST BY CALLING (518) 587-2100, ext. 2800. IT CAN ALSO BE VIEWED ON-LINE AT THE SAFETY AND SECURITY WEBSITE AT http://www.esc.edu/safety-security

Application Instructions:

Applications Due By: Applications accepted until position is filled.

If you are interested in applying for this position, please submit the following documents, which are required for consideration by clicking on the APPLY NOW button:

  • Resume
  • Cover letter
  • Name and contact information of three references

Apply online: https://www.interviewexchange.com/jobofferdetails.jsp?JOBID=132354

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