Computer Desktop Support Specialist (4 Positions) (Its)

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Review Vacancy

Date Posted 06/18/24

Applications Due06/30/24

Vacancy ID161259

• Basics

• Schedule

• Location

• Job Specifics

• Contact

NY HELPNo

AgencyUniversity at Albany

Title Computer Desktop Support Specialist (4 positions) (ITS)

Occupational CategoryI.T. Engineering, Sciences

Salary GradeNS

Bargaining UnitPSNU - Professional Services Negotiating Unit (UUP)

Salary RangeFrom $61000 to $66000 Annually

Employment Type Full-Time

Appointment Type Permanent

Jurisdictional Class Exempt Class

Travel Percentage 0%

Workweek Variable

Hours Per Week 37.5

Workday

From 8:30 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? No

County New York

Street Address 1400 Washington Avenue

City Albany

StateNY

Zip Code12222

Minimum Qualifications Minimum Qualifications:

. A bachelor's degree at time of hire from a college or university

accredited by a U.S. Department of Education (DOE) or by an

internationally recognized accrediting organization or an

associate degree and two years of full-time experience

supporting, installing, configuring, and troubleshooting IT

equipment.

. Experience troubleshooting and resolving common problems

with operating systems (Windows, Macintosh, Linux).

. Experience supporting customers and troubleshooting

productivity applications software (i.e., Microsoft Office), or

conferencing tools such as Zoom or Teams.

. Experience supporting customers with varying levels of

computer expertise from beginner to advanced users.

. Applicants must demonstrate an ability to develop inclusive and

equitable relationships within our diverse campus community.

. Applicants must demonstrate an ability to support diversity,

equity, access, inclusion, and belonging, relative to their role.

Preferred Qualifications:

. Experience working with a centrally managed enterprise

environment, such as Jamf, MECM, AD, or similar.

. Experience with basic network connectivity (wired and wireless)

and basic network repairs (i.e., cable terminations, jack repair,

etc.).

. Dell certification.

. JaMF 100 or 200 certification.

. 1-3 years' experience supporting Mac computers.

. Experience installing AV systems and technology and their

related applications, operating systems, and software

integrations.

. Experience supporting and troubleshooting AV systems and

technology, including network configurations (wired and

wireless) and related hardware, operating systems, and

software integrations.

. Experience using Crestron, Extron, AirMedia or similar.

. Experience working in a college or university IT unit.

Duties Description Information Technology Services (ITS) at the University at Albany seeks applicants to fill vacancies for four Computer Desktop Support Specialist positions. Specialists serve as initial responders to support the integrity, security, reliability, and availability of university-owned computers running Apple, Windows, and Linux operating systems. They work directly with customers to support, diagnose, and resolve service requests and incidents related to all types of desktop and mobile devices, peripherals, AV and recording/broadcasting technology and telephones.

Successful candidates have excellent customer service and communication skills, the ability to work effectively under challenging times and technology constraints, and the knowledge to work with a wide range of hardware and applications. A variety of online and physical tools are used to resolve incidents across all three campuses in faculty/staff offices, conference and classrooms, research labs, and athletic venues.

Specialists should enjoy getting out of the office, work equally well independently or as part of a team, and be comfortable directly assisting customers with various levels of technical expertise. A flexible work schedule, including occasional evenings and weekends, is required to support athletics and other events held outside of traditional business hours.

While all Specialists share the competencies outlined in the minimum qualifications, some unique skill sets across the group are desirable. These include specialization in Apple operating systems (macOS, iOS) and endpoints, and expertise in supporting and troubleshooting AV technologies and endpoints as outlined in preferred qualifications. ITS provides training, certification, and other professional development for staff interested in expanding their skills.

Primary Responsibilities:

Serve as first responders in support of desktops and mobile devices across a wide range of ITS services:

. Set up and configure university-supported hardware, operating

systems, and applications to maintain desktops and mobile

devices, peripherals, AV, and recording/broadcasting technology

(including cabling, wiring, terminations, networking, and

programming), and telephones.

. Assist, diagnose and resolve operating systems (Macintosh,

Windows, Linux), applications, and connectivity problems for

desktops and mobile devices, peripherals, AV and

recording/broadcasting technology, and telephones.

. Perform hardware lifecycle and maintenance service activities

for supported offices, classrooms, conference rooms, and

telephones.

. Assist with software and applications maintenance, upgrades,

and installations as needed.

. Assist, diagnose and resolve incidents and service requests in

faculty/staff offices, classrooms, conference rooms, and

research labs located across all 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 and recording/broadcasting technology and

telephones and with enterprise software and applications,

providing feedback where the user experience should be

changed or improved.

. Provide on-site primary support for designated Athletics and

other University events outside traditional business hours,

including evenings and weekends.

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 i

mprovement 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.

Additional Responsibilities:

. Be available to provide scheduled support and consultation

outside normal business hours, including occasional evenings,

holidays, or weekends within reasonable obligation and

expectation.

. Work schedule varies depending on scheduled events and

service needs at all three campus locations and designated

athletics events.

Additional Comments Professional Rank and Salary Range: Lead Programmer/Analyst, SL-3, $61,000-$66,000

Special Notes: This is an on-site position and is not eligible for remote work. 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 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 http://albany.interviewexchange.com/candapply.jsp?JOBID=177645

Some positions may require additional credentials or a background check to verify your identity.

Name Information Technology Services

Telephone

Fax

Email Address ua-itsjobs@albany.edu

Address

Street 1400 Washington Avenue

City Albany

State NY

Zip Code 12222

Notes on ApplyingPlease apply online via http://albany.interviewexchange.com/candapply.jsp?JOBID=175124

Please do NOT email resumes, as they will not be considered. Application materials will only be considered by using the link above to apply. Thank you!

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