HelpDesk & IT Support Professional
SUNY Geneseo
Hybrid remote in Geneseo, New York
Job Description
Position Summary
Salary: $55,000-$65,000 commensurate with experience. Required Qualifications
Computing & Information Technology at SUNY Geneseo seeks to hire a HelpDesk & IT Professional Professional to join the Support Services group. The HelpDesk & IT Professional provides technical support to faculty, staff, and students. This involves facilitating the use of technology, problem solving, troubleshooting and maintaining departmental computer hardware, software, and specialized equipment. The HelpDesk & IT Professional also provides technical assistance to our community through managing our HelpDesk. CIT is committed to building a culturally diverse workplace and strongly encourage applications from all demographics. Therefore, applicants must demonstrate a commitment and ability to work effectively with a diverse group of students, faculty, staff, and constituents in support of the missions of the team, department, and campus.
- Act as primary technical contact for assigned departments
- Supervise and train student-run helpdesk
- Install and maintain computer hardware for assigned departments
- Maintain and contribute to IT documentation for faculty, staff, and student services
- Evaluate technogy needs for assigned departments and helpdesk
- Manage customer requests using campus request tracking system and provide support for systems team services
- Learn and improve skills in CIT supported applications and operating systems including Windows, macOS, JIRA, Bomgar, Azure, and others
- Assist with the hiring of student helpdesk employees with Director of Support Services
- Maintain loaner laptops and A/V equipment for helpdesk
Flexible hybrid work arrangements may be an option subject to NYS, SUNY, and Geneseo rules, regulations, and policies.
Salary: $55,000-$65,000 commensurate with experience.
Required qualifications:
- Bachelor’s degree
- Able to work independently with minimal supervision
- Familiarity with macOS & Windows operating systems
- Demonstrated analysis and problem-solving skills
- Demonstrates the ability to be approachable, be customer focused, is adaptable, is patient, and can learn new technical skills quickly
- Excellent communication skills
- Demonstrated commitment to fostering a diverse and inclusive working/teaching environment
- Able to work evenings and weekends on an occasional basis to support critical issues and project upgrades
- 1-3 years experience in helpdesk support
- Experience managing a helpdesk
- Desktop application experience with Microsoft Office, collaboration tools, web browsers.
- Experience working with end users at all levels of an organization
- Can effectively communicate technical information to non-technical users in person, on the phone, and via email
This position reports to the Director of Support Services. The HelpDesk & IT Professional works independently under the direction of the director. The director routinely meets 1:1 to provide guidance and direction for their work.
Supervision Exercised
The HelpDesk & IT Professional will take a leadership role in managing temporary services student HelpDesk Techs.
