Help Desk Associate

About SUNY Delhi:

SUNY Delhi is an inclusive, student-centered campus that transforms student lives through hands-on learning, innovation, engaged faculty, and exceptional support services. A close-knit campus community set in the scenic foothills of the Catskill Mountains, Delhi is a leader within the SUNY system for applied learning and online programs that cater to a diverse student population of over 3,000 students in over 65 popular majors ranging from associate to master degrees. SUNY Delhi employs approximately 550 full-time, and part-time faculty and staff to fulfill its mission of transforming lives.

SUNY Delhi currently offers over 50 student clubs and organizations, as well as 19 NCAA Division III athletic teams. SUNY Delhi has received national accolades for affordability, online education programs, and outstanding student success.

As the county seat for Delaware County, Delhi is a bustling village with eateries, shops, government offices, and more. SUNY Delhi is an integral part of the community, doubling its population when college is in session. The College offers an array of activities and programs throughout the year for faculty and staff, including a state-of-the-art fitness center, racquetball courts, indoor/outdoor tennis courts, track, basketball courts, indoor pool, sauna, golf simulator, and even an 18-hole golf course. SUNY Delhi employees enjoy unique perks which include access to a student-run restaurant, Community Dog Wash Days, on-campus Butcher Shop, Automotive Repair Shop, and free Professional Development Workshops offered twice a year to help faculty and staff learn innovative teaching skills, earn certificates, get valuable training, and explore new interests. Most employees come for a visit and stay for a lifetime. To learn more about SUNY Delhi, visit www.delhi.edu.

Job Description:

SUNY Delhi is seeking an experienced, energetic, engaging and collaborative individual to work as part of a team that provides timely hardware, software and peripheral support to the SUNY Delhi community.

As part of the first point of contact team, the Instructional Support Associate provides essential and wide-ranging first level telephone, email and in-person analytical IT end user support. In order to provide high quality customer service, the technician must be able to assist customers with a wide range of technical matters, communicate effectively, and follow rules and procedures for referring customers to higher-level support, when needed. The position requires quality customer service, analytical and problem-solving skills.

The Instructional Support Associate will supervise and train student employees and also monitor all referred calls to ensure the best service level possible. They will assist in the development of the operating procedures for all Help Desk agents to follow.

List of duties include:

• Provides excellent customer service to support campus services which include, but are not limited to, email, self-service web portal, supported web applications, basic classroom troubleshooting, training and troubleshooting of software and hardware.

• Diagnose and resolve basic and complex problems; respond to escalated problems from clients; perform triage; provide remote problem resolution when possible; dispatch problems to appropriate groups throughout CIS; and dispatch out to clients for hardware and software issues not resolved remotely.

• Effective customer service skills to ensure customer satisfaction and an effective user experience that include effectively listening and asking questions to ensure understanding of the end-user's reported problem, ability to maintain composure and focus during high call volume periods and patience when working with frustrated customers.

• Ability to listen and communicate with customers over the phone, in person and by e-mail/ticket system.

• Supervise Help Desk Assistants (student workers) on a daily basis. Providing training, correction and encouragement.

• Create student work schedules. Track any deviations to the schedule. Approve student time sheets.

• Strong writing skills to collect and document information obtained from customer and to develop effective documentation and how-tos.

• Ability to follow procedures to enter issue into ticket system while documenting all troubleshooting steps and when appropriate, escalate queries to the next support level.

• Create and present trainings for the campus on current and upcoming technologies and tools.

• Continuing education, training, and awareness to stay abreast of changes in web browsers, operating systems and campus applications

• Support the campus during core business hours as well as Help Desks' extended hours and days.

• Provide support for campus events. This may involve occasional evening or weekend availability to either report to campus or respond remotely.

Requirements:

• Associates degree or a combination of education (certifications) and experience will be considered.

• Strong customer service skills and the ability to communicate effectively in oral and written form with technical and non-technical customers and coworkers.

• Excellent attention to detail and follow-through.

• A positive personality who is teachable, energetic, well-organized, self-directed and task oriented.

• Demonstrate a strong work ethic, flexibility and a willingness to collaborate as a member of a larger team.

• Experience using and supporting currently supported version(s) of the Microsoft Windows OS and MS Office.

Preferences

• · Bachelor's degree or a combination of education (certifications) and experience will be considered.
• · Two or more years of professional experience in technical support or instructional technology support role.
• · Management/Leadership experience.
• · Experience in technical support or instructional technology support role.
• · Proficiency with and management of the life-cycle of a ticket through a ticket management system
• · Experience documenting new and existing processes as well as updating existing documentation when changes are necessary.
• · Ability to handle spontaneous work demands while undertaking projects that require advance planning.

Additional Information:

• Salary: $49,261-51,000

• Full-time, 12-month position

• Budget Title: Instructional Support Associate, SL2

• Reports to: Manager of Customer Support Services

• Work Schedule: Monday - Friday days, occasional evening and weekend monitoring, infrequent on-site off hours.

• This position offers full New York State UUP (FT), benefits which are among the most comprehensive in the country

• Click here for more Information for Prospective Employees

SUNY Delhi has a strong commitment to Affirmative Action and Cultural Diversity. The College welcomes responses from women, minorities, individuals with disabilities and veterans.

SUNY Delhi is committed to providing a safe and productive learning and living community for our students and employees. To achieve that goal, we conduct background investigations for all final candidates being considered for employment. Any offer of employment is contingent on the successful completion of the background check.

Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. 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

If you need a disability-related accommodation, please contact hannadr@delhi.edu.

Clery Statement

Applicants interested in positions may access the Annual Security Report (ASR) for SUNY Delhi online. The ASR contains information on campus security policies and certain campus crime statistics. Crime statistics are reported in accordance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. Applicants may request a hard copy of the ASR by contacting the SUNY Delhi University Police Department at 607-746-4700.

Application Instructions:

To apply, please submit:

• Letter of interest

• Resume or Curriculum Vitae

• Contact information for three professional references

For full consideration, Please apply by: June 23, 2024. Position will remain open until filled

SUNY Delhi is an AA/EO Employer