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