Lead Technology Support Specialist

Required Qualifications: (As evidenced by an attached resume)

Bachelor’s Degree (Foreign equivalent or higher degree). In lieu of the degree, an Associate's degree (Foreign equivalent or higher degree) and two [2] years of directly related full-time experience may be considered. Three [3] years of full-time experience supporting and troubleshooting hardware and software technology. Experience supporting Windows 7 and Windows 10. Experience supporting and troubleshooting MAC OSX hardware and software. Experience utilizing remote software tools like Bomgar and DameWare. Experience with basic networking such as, TCP/IP, DHCP, DNS, Firewalls, VPN, and command line functions. Experience working with a ticketing system. 

Preferred Qualifications: 

Advanced Degree (Foreign equivalent or higher degree). Familiarity with web content management systems such as Drupal, OmniUpdate. etc. Knowledge of the desktop imaging technology (e.g., Ghost, Acronis, etc.). Experience using AV Equipment (SMART boards, projectors, etc.) ITIL experience. Experience supporting senior level staff. Training experience.

Brief Description of Duties: 

This position will be the main point of contact for all Information Technology within the Stony Brook Administration Building. This will include all equipment, Networking, Printer, Tablet, Mobile device troubleshooting, and any other directly related support as it relates to the areas and buildings and the University-wide standards.

The successful incumbent will have excellent customer service and interpersonal skills, exercising strong organizational and time-management skills with an exceptional attention to detail. Essential for this role is the adeptness to work independently as well as part of a team with a collaborative approach to problem solving.

• Field Support: Provide technical support for end-users for hardware, software, peripherals, and mobile technology via phone, email, chat or in person. This includes but is not limited to diagnosing various operating systems and application issues, as well as hardware related problems as needed. The ability to lead, coach and train department employees on various IT processes and equipment in order to ensure all IT needs are met for the end-users will be required.

• Research and Development: Research and document resolutions to technical support issues in the departmental knowledge base and ticket system. In addition, the incumbent will be required to proactively research and understand new technologies as they develop in order to make recommendations for improving the computing experience of the department.

• Vendor Support and Implementation: Incumbent will be responsible for acting as liaison for end-users as it relates to their technical support interactions with vendors. This includes but is not limited to providing hardware and software quotes, vendor onsite installations and troubleshooting of hardware and software. At times, the technician may be asked to provide guidance to the vendor regarding the University’s best practices as it relates to the respective technology.

• The incumbent will be responsible for acting as an escalation and troubleshooting support for the Client Support student assistants as they to diagnose and repair technical related issues

• The incumbent will be responsible in the performance of all job duties, at all times 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. The incumbent is expected to use previous ITSM incidents to anticipate complications for their areas and prepare for cyclical issues. Backup of critical systems and computers need to be prepared so that service interruption will be limited in critical regions for our clientele. The incumbent through the use of tools and applications on hand should plan a maintenance routine designed to support maximum uptime for their apportioned areas.

• Other duties or projects as assigned as appropriate to rank and departmental mission such as providing back-up coverage for various other professional technical support positions as needed. Assist end users with various types of AV equipment, setup and troubleshooting.

Special Notes:

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

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About Stony Brook:

Stony Brook University, home to many highly ranked graduate research programs, is located 60 miles from New York City on Long Island's scenic North Shore. Our 1,100-acre campus is home to 24,000 undergraduate, graduate, and doctoral students and more than 13,500 faculty and staff. SBU is a comprehensive research-intensive university and a member of the prestigious Association of American Universities (AAU), which includes 34 public universities among its 62 members. SBU consists of 12 schools and colleges and a teaching hospital that provides state-of-the-art healthcare in the Long Island region. SBU also manages and performs joint research with Brookhaven National Laboratory, the only Department of Energy Laboratory in the Northeast, and shares doctoral programs with Cold Spring Harbor Laboratory, a world-renowned molecular biology institute. Home to the Emerson String Quartet, the Jackson Pollock House in East Hampton, New York, the Humanities Institute, and the Southampton Arts Program, and with endeavors that extend to the Turkana Basin Institute in Kenya and the Ranomafana National Park in Madagascar, SBU sustains an international reputation that cuts across the arts, humanities, social sciences, and natural sciences.

Stony Brook University/Research is an Equal Opportunity /Affirmative Action Employer.  We encourage all to apply including individuals with disabilities and protected veterans. 

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Official Job Title: Lead Programmer/Analyst

Job Field: Information Technology

Primary Location: US-NY-Stony Brook

Department/Hiring Area: DoIT - Customer Engagement and Support-Stony Brook University

Schedule: Full-time Shift: Day Shift Shift Hours: 8:30 am - 5:00 pm Pass Days: Sat, Sun

Posting Start Date: Oct 10, 2019

Posting End Date: Nov 9, 2019, 8:59:00 PM

Salary: Commensurate with experience

Salary Grade: SL3

Appointment Type: Temporary