Lead Technology Support Specialist

Required Qualifications:  (As evidenced by an attached resume)

Bachelor's Degree (equivalent) or higher.  Three [3] years demonstrated full-time experience supporting, installing, configuring, and troubleshooting IT equipment in a fast-paced, dead-line driven environment. Supervisory experience in a technical setting (managing student employees is acceptable).  Three (3) years of full-time experience supporting PC and Apple devices including hardware installation, set-up, configuration, and software installations.  Knowledgeable with both Windows and MAC OS operating systems.  Must have, keep and maintain the appropriate valid NYS Driver’s License; have a motor vehicle record which is free from major violations or a pattern of repeat violations.  (***Out-of-State Applicants, see "Special Notes”).

Preferred Qualifications: 

Experience troubleshooting network issues and a demonstrated good understanding of network protocols and topology including firewalls, TCP/IP, DNS, WINS, and DHCP.  Knowledge of network-supported building management systems.  Experience supporting enterprise class cable television equipment. Experience troubleshooting virus infections, spyware, and malware issues.  Experience supporting high volume printers.

Brief Description of Duties: 

This position provides PC assistance to all employees, students, and faculty in the 55 residence halls. This support is to include but not limited to desktops, laptops, mobile devices, networking, printers, and A/V equipment. The equipment that is integral to building operations, such as building management equipment and cable television equipment will also be supported by this technician as these systems are often on the network. The incumbent is also responsible for managing and staffing both the Campus Residences help desk office and the 10 residential computing centers.  Must have excellent written and verbal communication skills and be able to successfully complete relevant tasks with minimal supervision.

• Provide PC, laptop, and other mobile device support to all staff, students, and faculty in the residence halls. This includes Windows, Mac, Antivirus, Spyware, and general software support. In performance of all job duties, at all times be responsible for delivering optimal customer service, for protecting institutional data and privacy, and the excellent delivery of solutions and services by following divisional and University policies, procedures, and processes. 

• Support building systems including building management equipment, cable television equipment, VOIP phones and A/V installations. Ensure that all network-supported systems in the building have uninterrupted network connectivity and an IP address. Troubleshoot any network connectivity issues, provide an IP address as needed, and obtain a MAC address as needed.

• Manage and staff 10 residential computing centers including PCs and Print Anywhere Stations.

• Manage and staff the campus residences help desk office.

• Provide IT support and DoIT Liaison services for project teams, vendors, and affiliates working in the residence halls.

• Other duties or projects as assigned as appropriate to rank and departmental mission.

Special Notes:

This is a full time appointment.  FLSA Nonexempt position, eligible for the overtime provisions of the FLSA.
 

Essential Position:  This has been designated as an essential position based on the duties of the job and the functions performed.  Positions that are designated as such are required to report to work/remain at work even if classes are cancelled, and the campus is working on limited operations in an emergency.

***Out-of-State Applicants: Please note as a condition of employment and in order for this position to be tendered, the successful incumbent will be required to provide evidence of a valid license and driving abstract from the state issuing the license within five business days of a conditional offer and must obtain a NYS driver's license within 30 days of acceptance of offer.