Computer Support Specialist - Information Technology Services

Information Technology Services (ITS) at the University at Albany seeks applicants for a Computer Desktop Support Specialist. This position directly supports the integrity, security, reliability, and availability of university-owned computers running macOS, 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.

The successful candidate has 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 campus locations 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.

ITS provides training, certification, and other professional development for staff interested in expanding their skills.

Primary Responsibilities:

• Desktop and Mobile Device Support
  • Support the integrity, security, reliability, and availability of university-owned computers running Windows and macOS as well as Linux when needed.
    • Set up and configure desktops, mobile devices, printers, and other endpoints by defined processes.
    • Diagnose and resolve operating system, application, and connectivity problems for desktops, mobile devices, printers, and other endpoints.
    • Assist with operation and maintenance of the desktops, mobile devices, printers, and endpoints in research labs, offices, classrooms, conference rooms, and technology-enhanced learning spaces.
    • Assist with software installation and troubleshooting of installation issues as needed and as part of a service team.
    • Assist with use of collaboration tools such as Teams, Zoom, OneDrive, and M365 apps.
    • Maintain Dell TechDirect Certification for performing Dell warranty repairs.
• Audiovisual-Related Support
  • Diagnose and resolve application and connectivity problems for AV technology and related systems including desktops, mobile devices, and endpoints connecting to them.
  • Assist with the operation and maintenance of the AV technology and related systems in supported offices, classrooms, conference rooms, and technology-enhanced learning spaces.
  • Provide scheduled on-site support for campus events, such as athletics or high-profile events.
• Service and Work Management
  • Receive, document, and resolve service requests and incidents, provide excellent customer service, and work within service teams in accordance with ITS' service management and project management processes.
  • Utilize specified enterprise computer management, inventory management, work and service management, and other appropriate tools to accurately and efficiently perform work, seek information and update tasks.
  • Perform in the role of an expert in specialized duties or assist specialists in the role of a generalist as needed.
  • Follow established OLAs and SLAs to prioritize service requests and incidents.
  • Assist Service Owners in creating and updating customer and internal documentation and relevant workflows.
  • Work with Service Owners and the Field Support Group Manager to consider, develop, recommend, and implement operational work and service improvements.
  • Actively participate, as needed, in ITS projects related to service(s) you support, including working with project teams to complete specified work on specified schedules.
• Network Service Support
  • Perform network jack activations and troubleshooting as part of the network service team.
• Other reasonable duties as assigned.

Functional and Supervisory Relationships:

• Reports to: Manager, Field Support Group
• Supervises the following positions: None
• This position works directly with students, faculty, and staff in ITS; academic, research, and business units; external vendors/contractors/consultants; peer institutions

Job Requirements:

• Excellent interpersonal, oral, and written communication skills.
• Ability to work individually and as part of a team.
• Work schedule varies depending on service needs across campus locations and designated athletics events. Hours may vary during summer and University holidays.
• Be available to provide scheduled support and consultation outside normal business hours, including occasional evenings, holidays, or weekends, within reasonable professional obligation and expectation.
• Able to report to campus in-person. This position is not eligible for telecommuting.

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, macOS, 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.
• Ability to develop inclusive and equitable relationships within our diverse campus community.
• Ability to support diversity, equity, access, inclusion, and belonging, relative to their role.

Preferred Qualifications:

• Experience working in a college or university IT unit.
• Experience working with a centrally managed enterprise environment with tools such as Jamf, MECM, Active Directory, or similar.
• Experience with basic network connectivity (wired and wireless) or basic network repairs (i.e., cable terminations, jack repair, etc.).
• At least 1 year experience supporting Mac computers.
• Experience supporting and troubleshooting AV systems and technology, including network configurations (wired and wireless) and related hardware, operating systems, and software integrations.
• Computer hardware repair certification, such as Dell TechDirect or CompTIA A .

Working Environment:

• In addition to typical office environment, this position requires work in classrooms, conference rooms and other locations where workstations, AV, network, are located or installed.

This is a promotional opportunity for current UAlbany employees.

Eligibility for Consideration:

• You must be employed at the University at Albany campus.
• You must be in a State-funded UUP professional position (MC employees are not eligible).
• You must have a permanent, term, or probationary appointment. Only temporary employees employed by UAlbany for three or more consecutive years can be considered eligible.

For details concerning the University's Promotion Policy for Professional Employees, please see HR Memorandum 88-4.

Professional Rank and Salary Grade: Lead Programmer/Analyst, SL-3, $66,000-$71,000

Special Note: Visa sponsorship is not available for this position. If you currently need sponsorship or will need it in the future to maintain employment authorization, you do not meet eligibility requirements.

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=186920