What are the responsibilities and job description for the Client Support Technician - ITS Service Center position at State University of New York at Fredonia?
Location: Fredonia, NY Category: Professional Staff Posted On: Thu Jan 2 2025 Job Description:
The Client Support Technician will report to the IT Service Delivery Manager and assist in the delivery of technology services to the faculty, staff, and students of SUNY Fredonia.
Rewards & Benefits
Competitive compensation plus comprehensive benefits plan including health, dental, and vision insurance and retirement plan options including a fixed pension plan or a 401(A) with generous employer contributions;
Paid leave provisions including sick and holiday leave; impressive educational benefits including tuition-free study plus supplemental tuition aid;
A rich array of services, programs and benefits to help employees advance in their career and enhance the quality of their personal life, including professional development programs and services, employee EAP and wellness programs, discounted membership to the on-campus fitness center, and access to the Campus and Community Child Care Center.
KEY RESPONSIBILITIES
Deploy and administer departmental IT equipment, and supervise the general upkeep and maintenance of IT equipment and facilities.
Provide on-site or remote technical assistance and troubleshoot basic IT related issues.
Assist with monitoring the ITS Service Center ticket system and Service Center support desk to ensure that end user issues and requests are addressed and resolved in a timely manner.
Provide front line support and basic level troubleshooting and problem resolution for computer and mobile devices, printing, presentation technology, and media production systems.Typical support includes service requests for PC/Mac hardware, printer malfunctions, software, problems/upgrades/installations, network connectivity, computer setup for replacement machines, and new employee office preparation.
Assist users in the correct use and care of the technology production and delivery systems. Provide on-the-spot training by educating users on the proper use of systems and technologies.
Troubleshoot user system access, including password and MFA related problems.
Identify and remediate virus/malware infections on user devices.
Prepare, troubleshoot and arrange appropriate AV equipment, computers, mobile devices and presentation equipment in labs, lecture/seminar, and meeting/carrel rooms relating to the facilities supported by ITS.
Assist with the distribution of technology and the movement of mobile ITS cabinets to various labs.
Carry a smartphone or tablet as assigned per shift, to ensure you are reachable at any time, anywhere during working hours.
Make recommendations to the Supervisor for equipment and software replacement as dictated by the needs of the users.
Provide backup support to the other Client Support Technicians.
Be aware of, understand, and follow all university policies.
Miscellaneous Responsibilities:
Keep current of the latest trends and best practices in user support and related frameworks.
Attend conferences, take courses, and regularly attend seminars, specifically focusing on information technology services delivery in higher education.
Share results of learning and troubleshooting with other ITS staff members informally or through formal meetings.
Perform other specific duties as assigned, consistent with the duties listed herein.
Knowledge, Skills, & Abilities
Strong communication and interpersonal skills.
Job Requirements:
MINIMUM QUALIFICATIONS
Bachelor's degree in Computer Science, Multimedia Engineering or a related field.
At least 1 year of relevant experience providing technical support to individuals or groups.
PREFERRED QUALIFICATIONS
Experience supporting various IT-based systems in a higher education environment.
A background in Audio-Visual technologies, operation, and support.
Additional Information:
This is a full-time, twelve-month, UUP represented SL-2 term appointed position beginning February, 2025 with a salary range of $49,260 - $50,465, commensurate with experience.
Visa sponsorship is not available for this position.
Fredonia prides itself on an outstanding workforce. To continually support organizational excellence, the university conducts background screens on applicants.
An Affirmative Action, Equal Opportunity Employer, Fredonia provides for, and promotes, equal opportunity employment, compensation, and other terms and conditions of employment, without discrimination.
Pursuant to University policy, the University is committed to fostering a diverse community of outstanding faculty, staff, and students, as well as ensuring equal educational opportunity, employment, and access to services, programs, and activities, without regard to an individual's race, color, national origin, religion, creed, age, disability, sex, gender identity, sexual orientation, familial status, pregnancy, predisposing genetic characteristics, military status, or domestic violence victim status. Employees, students, applicants or other members of the University community (including but not limited to vendors, visitors, and guests) may not be subjected to harassment that is prohibited by law, or treated adversely or retaliated against based upon a protected characteristic.
The University's policy is in accordance with federal and state laws and regulations prohibiting unlawful discrimination and harassment. These laws include the Americans with Disabilities Act (ADA), Section 504 of the Rehabilitation Act of 1973, Title IX of the Education Amendments of 1972, Title VII of the Civil Rights Act of 1964 as Amended by the Equal Employment Opportunity Act of 1972, and the New York State Human Rights Law. These laws prohibit discrimination and harassment, including sexual harassment and sexual violence.
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 .
SUNY Fredonia is actively recruiting diverse faculty of all backgrounds. In efforts and our commitment to the goal of building a diverse workforce we are participating in PRODiG. PRODiG ("Promoting Recruitment, Opportunity, Diversity, Inclusion and Growth") aims to increase the representation of historically underrepresented faculty at SUNY including underrepresented minority ("URM") faculty in general and women faculty of all races in STEM fields ("WSTEM"). Click this link https://www.suny.edu/prodig/ to find out more about PRODiG.
The Client Support Technician will report to the IT Service Delivery Manager and assist in the delivery of technology services to the faculty, staff, and students of SUNY Fredonia.
Rewards & Benefits
Competitive compensation plus comprehensive benefits plan including health, dental, and vision insurance and retirement plan options including a fixed pension plan or a 401(A) with generous employer contributions;
Paid leave provisions including sick and holiday leave; impressive educational benefits including tuition-free study plus supplemental tuition aid;
A rich array of services, programs and benefits to help employees advance in their career and enhance the quality of their personal life, including professional development programs and services, employee EAP and wellness programs, discounted membership to the on-campus fitness center, and access to the Campus and Community Child Care Center.
KEY RESPONSIBILITIES
Deploy and administer departmental IT equipment, and supervise the general upkeep and maintenance of IT equipment and facilities.
Provide on-site or remote technical assistance and troubleshoot basic IT related issues.
Assist with monitoring the ITS Service Center ticket system and Service Center support desk to ensure that end user issues and requests are addressed and resolved in a timely manner.
Provide front line support and basic level troubleshooting and problem resolution for computer and mobile devices, printing, presentation technology, and media production systems.Typical support includes service requests for PC/Mac hardware, printer malfunctions, software, problems/upgrades/installations, network connectivity, computer setup for replacement machines, and new employee office preparation.
Assist users in the correct use and care of the technology production and delivery systems. Provide on-the-spot training by educating users on the proper use of systems and technologies.
Troubleshoot user system access, including password and MFA related problems.
Identify and remediate virus/malware infections on user devices.
Prepare, troubleshoot and arrange appropriate AV equipment, computers, mobile devices and presentation equipment in labs, lecture/seminar, and meeting/carrel rooms relating to the facilities supported by ITS.
Assist with the distribution of technology and the movement of mobile ITS cabinets to various labs.
Carry a smartphone or tablet as assigned per shift, to ensure you are reachable at any time, anywhere during working hours.
Make recommendations to the Supervisor for equipment and software replacement as dictated by the needs of the users.
Provide backup support to the other Client Support Technicians.
Be aware of, understand, and follow all university policies.
Miscellaneous Responsibilities:
Keep current of the latest trends and best practices in user support and related frameworks.
Attend conferences, take courses, and regularly attend seminars, specifically focusing on information technology services delivery in higher education.
Share results of learning and troubleshooting with other ITS staff members informally or through formal meetings.
Perform other specific duties as assigned, consistent with the duties listed herein.
Knowledge, Skills, & Abilities
Strong communication and interpersonal skills.
Job Requirements:
MINIMUM QUALIFICATIONS
Bachelor's degree in Computer Science, Multimedia Engineering or a related field.
At least 1 year of relevant experience providing technical support to individuals or groups.
PREFERRED QUALIFICATIONS
Experience supporting various IT-based systems in a higher education environment.
A background in Audio-Visual technologies, operation, and support.
Additional Information:
This is a full-time, twelve-month, UUP represented SL-2 term appointed position beginning February, 2025 with a salary range of $49,260 - $50,465, commensurate with experience.
Visa sponsorship is not available for this position.
Fredonia prides itself on an outstanding workforce. To continually support organizational excellence, the university conducts background screens on applicants.
An Affirmative Action, Equal Opportunity Employer, Fredonia provides for, and promotes, equal opportunity employment, compensation, and other terms and conditions of employment, without discrimination.
Pursuant to University policy, the University is committed to fostering a diverse community of outstanding faculty, staff, and students, as well as ensuring equal educational opportunity, employment, and access to services, programs, and activities, without regard to an individual's race, color, national origin, religion, creed, age, disability, sex, gender identity, sexual orientation, familial status, pregnancy, predisposing genetic characteristics, military status, or domestic violence victim status. Employees, students, applicants or other members of the University community (including but not limited to vendors, visitors, and guests) may not be subjected to harassment that is prohibited by law, or treated adversely or retaliated against based upon a protected characteristic.
The University's policy is in accordance with federal and state laws and regulations prohibiting unlawful discrimination and harassment. These laws include the Americans with Disabilities Act (ADA), Section 504 of the Rehabilitation Act of 1973, Title IX of the Education Amendments of 1972, Title VII of the Civil Rights Act of 1964 as Amended by the Equal Employment Opportunity Act of 1972, and the New York State Human Rights Law. These laws prohibit discrimination and harassment, including sexual harassment and sexual violence.
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 .
SUNY Fredonia is actively recruiting diverse faculty of all backgrounds. In efforts and our commitment to the goal of building a diverse workforce we are participating in PRODiG. PRODiG ("Promoting Recruitment, Opportunity, Diversity, Inclusion and Growth") aims to increase the representation of historically underrepresented faculty at SUNY including underrepresented minority ("URM") faculty in general and women faculty of all races in STEM fields ("WSTEM"). Click this link https://www.suny.edu/prodig/ to find out more about PRODiG.
Salary : $49,260 - $50,465