University at Albany — Computer Desktop Support 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:
Information Technology Services (ITS) at the University at Albany seeks applicants for a Computer Desktop Support Specialist. This position serves as an initial responder and works directly with users/customers on behalf of many ITS services. Computer Desktop Support Specialists respond quickly by supporting, diagnosing and resolving incidents and service requests related to all types of desktops and mobile devices, peripherals, AV technology and telephones. A variety of online and physical tools are used to resolve incidents across all three campuses in faculty/staff offices, conference rooms, classrooms, research labs and athletics venues.

This position reports to the Manager of the Field Support Group. This position relies on excellent customer service and communication skills, ability to work effectively under challenging time and technology constraints, and the skills to work with a variety of hardware, tools and applications. The successful candidate must be able to work independently and as a member of a team.

Primary Responsibilities:

  • Support to desktops and mobile devices
  • Set up and configure university-supported hardware, operating systems, and applications to maintain desktops and mobile devices, peripherals, AV technology (including cabling, wiring, terminations, networking, and programming), and telephone integrity, security, reliability, and availability
  • Diagnose and resolve operating system, application, and connectivity problems for desktops and mobile devices, peripherals, AV technology, and telephones
  • Perform hardware lifecycle and maintenance service activities for supported offices, classrooms, conference rooms, and telephones
  • Assist the software and applications distribution service with maintenance, upgrades, and installations when necessary
  • Provide support to customers
  • Assist, diagnose and resolve incidents and service requests in faculty/staff offices, classrooms, conference rooms, and research labs located across three campuses using a variety of modes of support (including conferencing tools, in person, or both)
  • Provide excellent, timely and effective customer service
  • Support the user experience with desktops and mobile devices, peripherals, AV technology and telephones and with enterprise software and applications and provide internal feedback where the user experience should be changed or improved
  • Provide on-site primary support for designated Athletics and other University events outside normal business hours, including evenings and weekends
  • Assist with service and work management
  • Contribute to the creation/updating of customer and internal documentation and pertinent workflows.
  • Utilize the appropriate tools and apply established best practices to manage day-to-day operations, service activities, and projects
  • Contribute to continuous process and work management improvement by recommending new best practices, efficiencies or changed workflows
  • Ensure established Operating Level Agreements (OLAs) and Service Level Agreements (SLAs) are followed consistently
  • Actively participate, as needed, in ITS projects

Work Schedule:

  • Work schedule will vary depending on scheduled events and service needs at the three campus locations and designated athletics events.
  • This is an on-site position and is not eligible for remote work.

Requirements:
Minimum Qualifications:

  • A Bachelor’s degree from a college or university accredited by a U.S. Department of Education (DOE) or internationally recognized accrediting organization
  • Applicants must clearly address their ability to work with a culturally diverse population in their application or interview.
  • Working knowledge of common desktop and mobile devices, operating systems (Windows, Macintosh) and productivity applications software (i.e., Microsoft Office)
  • Demonstrated experience with basic networking configurations (wired and wireless) and in basic network repairs (i.e., cable terminations, jack repair, etc.)
  • Must possess the ability to work with customers with varying levels of computer expertise from beginner to advanced users
  • Experience using collaboration and conferencing tools, such as Zoom and Teams
  • Proficient communication skills, including strong writing and documentation skills
  • Demonstrated ability to be self-motivated, to manage multiple priorities and tasks, and to work independently and within a team structure
  • Applicants must address in their applications their ability to work with a culturally diverse population.

Preferred Qualifications:

  • One+ year working with remote tools related to endpoint management systems like MECM and/or JAMF
  • Experience with wiring audio visual presentation systems
  • Experience formulating programming code for Crestron and Extron (or similar) control systems
  • Experience in support and installations of lecture capture and videoconferencing solutions (i.e., Cisco, Tandberg), web-conferencing applications (i.e., Zoom in classroom and conference room settings) and related methods used for communication and collaboration
  • Dell certification
  • Experience working in a college or university IT unit

Additional Information:
Professional Rank and Salary Range: Lead Programmer-Analyst, SL3
Special Notes: Visa sponsorship is not available for this position.

The search will remain open until February 3, 2022

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 http://police.albany.edu/ASR.shtml

Pursuant to NYS Labor Law 194-A, no State entity, as defined by the Law, is permitted to rely on, orally or in writing seek, request, or require in any form, that an applicant for employment provide his or her current wage, or salary history as a condition to be interviewed, or as a condition of continuing to be considered for an offer of employment, until such time as the applicant is extended a conditional offer of employment with compensation, and for the purpose of verifying information, may such requests be made.  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 info@goer.ny.gov.

THE UNIVERSITY AT ALBANY IS AN EO/AA/IRCA/ADA EMPLOYER

Please apply online via https://albany.interviewexchange.com/jobofferdetails.jsp?JOBID=140471

Application Instructions:
Applicants MUST submit the following documents:

  • Resume/CV
  • Cover letter stating all the required minimum qualifications and any of the applicable preferred qualifications
  • Three professional references with contact information

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

Related: