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.
To review the complete job description, please click on the following: https://jobs.cortland.edu/hr/documents/133849/view?signature=BAh7CDoKY2xhc3NJIg9TM0RvY3VtZW50BjoGRUY6B2lkaQPZCgI6CXRpbWVJdToJVGltZQ1SGB%2BA5YtcoAo6C29mZnNldGn%2BsLk6CXpvbmVJIghDRFQGOwZGOg1uYW5vX251bWkC%2FwE6DW5hbm9fZGVuaQY6DXN1Ym1pY3JvIgdREA%3D%3D—9e2f56682d7b0100befeeffb1581972c26f785cb
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
Required Qualifications:
A Bachelor's degree in an information technology related program or an Associate's degree with a minimum two (2) years' experience in a desktop support environment
Experience with technical troubleshooting
Preferred Qualifications:
Experience using computing imaging and virtualization software
Experience using software deployment and endpoint management tools
Experience with print management systems
