Computer Desktop Support Specialist (4 positions)

About University at Albany:
Established in 1844 and designated a University Center of the State University of New York in 1962, the University at Albany's broad mission of excellence in undergraduate and graduate education, research, and public service engages a diverse student body of approximately 17,000 students in nine schools and colleges across three campuses.

Located in Albany, New York, New York State's capital, the University is convenient to Boston, New York City, and the Adirondacks.

Job Description:
Information Technology Services (ITS) at the University at Albany seeks applicants to fill vacancies for four Computer Desktop Support Specialist positions. Specialists serve as initial responders to support the integrity, security, reliability, and availability of university-owned computers running Apple, 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.

Successful candidates have 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 three campuses 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.

While all Specialists share the competencies outlined in the minimum qualifications, some unique skill sets across the group are desirable. These include specialization in Apple operating systems (macOS, iOS) and endpoints, and expertise in supporting and troubleshooting AV technologies and endpoints as outlined in preferred qualifications. ITS provides training, certification, and other professional development for staff interested in expanding their skills.

Primary Responsibilities
Serve as first responders in support of desktops and mobile devices across a wide range of ITS services:

• Set up and configure university-supported hardware, operating systems, and applications to maintain desktops and mobile devices, peripherals, AV, and recording/broadcasting technology (including cabling, wiring, terminations, networking, and programming), and telephones.
• Assist, diagnose and resolve operating systems (Macintosh, Windows, Linux), applications, and connectivity problems for desktops and mobile devices, peripherals, AV and recording/broadcasting technology, and telephones.
• Perform hardware lifecycle and maintenance service activities for supported offices, classrooms, conference rooms, and telephones.
• Assist with software and applications maintenance, upgrades, and installations as needed.
• Assist, diagnose and resolve incidents and service requests in faculty/staff offices, classrooms, conference rooms, and research labs located across all three campuses using a variety of modes of support (including conferencing tools, in person, or both).
• Provide excellent, timely, and effective customer service.
• Support the user experience with desktops and mobile devices, peripherals, AV and recording/broadcasting technology and telephones and with enterprise software and applications, providing feedback where the user experience should be changed or improved.
• Provide on-site primary support for designated Athletics and other University events outside traditional business hours, including evenings and weekends.

Service and work management:

• Contribute to the creation/updating of customer and internal documentation and pertinent workflows.
• Utilize the appropriate tools and apply established best practices to manage day-to-day operations, service activities, and projects.
• Contribute to continuous process and work management improvement by recommending new best practices, efficiencies or changed workflows.
• Ensure established Operating Level Agreements (OLAs) and Service Level Agreements (SLAs) are followed consistently.
• Actively participate, as needed, in ITS projects.

Additional Responsibilities:

• Be available to provide scheduled support and consultation outside normal business hours, including occasional evenings, holidays, or weekends within reasonable obligation and expectation.
• Work schedule varies depending on scheduled events and service needs at all three campus locations and designated athletics events.

Requirements:
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, Macintosh, 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.
• Applicants must demonstrate an ability to develop inclusive and equitable relationships within our diverse campus community.
• Applicants must demonstrate an ability to support diversity, equity, access, inclusion, and belonging, relative to their role.

Preferred Qualifications:

• Experience working with a centrally managed enterprise environment, such as Jamf, MECM, AD, or similar.
• Experience with basic network connectivity (wired and wireless) and basic network repairs (i.e., cable terminations, jack repair, etc.).
• Dell certification.
• JaMF 100 or 200 certification.
• 1-3 years' experience supporting Mac computers.
• Experience installing AV systems and technology and their related applications, operating systems, and software integrations.
• Experience supporting and troubleshooting AV systems and technology, including network configurations (wired and wireless) and related hardware, operating systems, and software integrations.
• Experience using Crestron, Extron, AirMedia or similar.
• Experience working in a college or university IT unit.

Additional Information:
Professional Rank and Salary Range: Lead Programmer/Analyst, SL-3, $61,000-$66,000

Special Notes: This is an on-site position and is not eligible for remote work. Visa sponsorship is not available for this position.

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 https://albany.interviewexchange.com/jobofferdetails.jsp?JOBID=177645

Application Instructions:
Applicants MUST submit the following documents:

• Resume/CV
• Cover letter stating all the required minimum qualifications and any of the applicable preferred qualifications
• Contact information for three professional references

Note: After submitting your resume/CV, the subsequent pages give you instructions for uploading additional documents (i.e. cover letter etc.).

A review of applications will start on June 26, 2024 and the search will remain open until the position is filled.