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Director of User Services
Pay Status and Classification: Exempt, Regular full-time. This is an 12-month position. This position is eligible for a hybrid work schedule.
Supervisor: Chief Information Officer
Position Purpose: Manages the Client Services and Learning Environments team, handling both personnel and financial aspects. Leads support for students, faculty, and staff by evaluating technical issues and collaborating with ITS (Information Technology Services) peers to implement effective solutions. Directly oversees Tier 1 and Tier 2 Client Services teams (including ITS Help Desk and Learning Environments), managing training, staffing, and performance assessment. Additionally, responsible for the equipment lifecycle replacement workflow, encompassing standards definition, procurement, setup, and distribution.
Essential Responsibilities and Duties:
- Team Management and Leadership: Recruits, manages, trains, and mentors Client Services and Learning Environments teams. Evaluates team performance and develops and implements processes for improvement. Manages assigned ITS resources for implementation and support.
- Strategic Planning and Developments: Directs projects to analyze and recommend new technologies. Contributes to ITS management team for standards and policies development. Maintains up-to-date knowledge of complex computing environments and emerging technologies.
- Collaboration and Communication: Fosters knowledge-sharing and open communication within ITS groups. Communicates and collaborates with students, faculty, and staff, for technology solutions. Represents the college in conferences, seminars, and professional organizations related to user support and technology use. Provides oversight for training and user education programs.
- Equipment Procurement and Vendor Relations: Strategically plans and executes procurement for A/V, computer hardware, and peripherals, ensuring efficient acquisitions. Maintains vendor relationships, negotiating favorable terms and service agreements within budget constraints. Collaborates with stakeholders to identify needs, assess technology, and provide informed purchasing recommendations. Manages inventory, optimizing stock to support client services efficiently. Oversees evaluation of new products aligning with department goals and user needs.
- Event Support and Logistics: Works with the Assistant Director of Learning Environments to ensure responsive and high quality support for electronic classrooms and events being held on the Union College campus, including Zoom webinars. Provides oversight of work with departments to configure/install audio visual (AV) equipment needed in conference rooms or labs.
Qualifications:
- Bachelor's degree required, preferably in Computer Science, Management Information Systems or Business Administration, and a minimum of 5 years of successful management experience in a service-oriented technology environment, and/or a combination of relevant education, training, certifications, and/or work experience. Master’s degree preferred.
- Proficient in Windows and Apple client hardware and operating systems.
- Proven experience implementing performance metrics for operational analysis and decision-making purposes.
- Strong leadership abilities with a focus on coaching and mentoring.
- Demonstrated experience with IT service management, including overseeing a help desk ticketing system; experience with TeamDynamix preferred.
- Excellent interpersonal and communication skills adaptable to diverse student, faculty, and staff clientele.
- Proven ability in strategic planning and organizational skills; experience in project management is a plus.
- Track record of success in a collaborative, team-oriented work environment.
- The ability to foster and enhance a thriving, culturally diverse, and inclusive learning community, while promoting a sense of belonging among students, alumni, faculty, and staff colleagues.
- The ability to foster and enhance a thriving, culturally diverse, and inclusive learning community, while promoting a sense of belonging among students, alumni, faculty, and staff colleagues.
Preferred Qualifications:
- Certifications from Help Desk Institute (HDI), such as HDI Support Center Team Lead or HDI Support Center Director, along with knowledge of the ITIL framework.
- Comprehensive understanding of the computing environment within academic settings.
We know some job seekers may not apply for career opportunities unless they meet every qualification in the position description including the preferred qualifications. We are most interested in hiring the best staff and faculty colleagues, and recognize that a successful candidate may come from a less traditional career path. We encourage you to apply, even if you don’t believe you meet every one of our preferred qualifications.
Note: All new hires of Union College are subject to a thorough education, work experience, and criminal history background check.
Compensation
The annual salary range this position is $95,000.00 - $110,000.00. Except for roles with a set rate of pay, the wage/salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The stated hiring rate/range represents the College’s good faith and reasonable estimate of the rate/range of possible compensation at the time of posting.
We offer exceptional benefits including:
- Generous Vacation, Sick and Personal Time
- Winter Recess Break in Addition to Paid Holidays
- Healthcare, Dental, and Vision Insurance (Flexible Spending and Dependent Care Accounts)
- Free On-Campus Fitness Facility Access and Discounts for On-Campus Wellness Programs
- Employee Scholarships toward Certifications, Seminars, Training and Professional Development
- Pre and Post Tax participation in a 403(b) Retirement Plan
- Salary Continuation Program in the event of Disability
- Tuition Assistance Program for Employee, Spouse and/or Dependents
Accommodations
If you require an accommodation throughout the interview process, please don't hesitate to contact our Human Resources department at hr@union.edu or 518-388-6108. We are committed to ensuring that all candidates have equal access to opportunities and can participate in a fair and inclusive hiring process.
Diversity at Union College
Union College is an equal opportunity employer and strongly committed to student and workforce diversity. Increasing diversity on campus is a critical priority for Union, one that is integral to our mission of preparing students for a globally interconnected world. Union provides a blend of intellectual, social and cultural opportunities to facilitate the integrated academic, social and personal development of a diverse community. We value and are committed to a host of diverse populations and cultures including, but not limited to, those based on race, religion, disability, ethnicity, sexual orientation, gender, gender identity, national origin and veteran status. Union College is committed to providing access and will provide reasonable accommodation in its application process to individuals with disabilities that request such accommodations.
Union College
Officially chartered in 1795, Union College is the fifth oldest liberal arts college in the country. Located in the Capital District of New York State, Union is a highly selective residential and undergraduate college, home to 2,200 students and 220 faculty, and offering 44 majors. Union was the first liberal arts college to rethink the traditional liberal arts education and adopt an engineering curriculum. That pioneering approach continues today with an education that encourages students to work beyond the limits of disciplinary boundaries, allowing them to think globally and lead innovatively in a world where problem solving requires breadth across humanities, arts, social sciences, science, and engineering.
- Full Time
- Immediately
- Schenectady, NY 12308
- 6/23/24
Associate Director for Fraternity & Sorority Life
Pay Status and Classification: Exempt, Regular full time
Supervisor: Director of Residential Education
Position Purpose: Oversees and directs the operations, vision, and programs for Greek life at Union College by facilitating an environment where members of the Greek community can be challenged and supported in their personal growth, efforts, and experiences. Serves as a trusted advisor to students. Shares responsibility with other Associate Directors for residential student staff processes (such as room selection, recruitment, selection, hiring, training, and ongoing development). Carries out the mission of Union College and the Division of Student Affairs.
This position primarily operates on site and requires in-person presence. Additionally, the role offers the opportunity for optional on-campus housing.
Essential Responsibilities and Duties:
- Greek Community Development & Engagement: Creates a vibrant, welcoming, and inclusive environment for Greek organizations. Manages and supervises the activities of and provides guidance to various National Panhellenic Conference (NPC) sororities, North American Interfraternity Conference (NIC) fraternities, National Pan-Hellenic Council (NPHC) and National Association of Latino Fraternal Organizations (NALFO) organizations as well as local/unaffiliated organizations. Coordinates recruitment/intake and the annual review processes for all student Greek letter organizations. Designs and implements leadership development programs for the Greek community, including programming in the areas of risk management, membership recruitment/intake and education; problem resolution, and community planning.
- Supervision: Supervises the Community Director for Greek Houses. Indirectly supervises Greek house managers and part-time party monitors. Guides and supports the community director and student staff community development efforts, including the implementation of curricular engagement guides and corresponding assessments.
- Student Health and Safety: Monitors and intervenes with students who may be struggling academically and/or with other behavioral and developmental issues. Refers accordingly to services as needed. Participates in regular professional staff on-call rotation, providing crisis intervention and serving as a resource or referral agent. Understands and enforces Code of Student Conduct and other policies regarding behavior, safety, security, health, and other matters in cooperation with the appropriate offices. Serves as a campus judicial hearing officer. Participates in CARE team meetings and provides culturally responsive support to students.
- Collaboration: Builds relationships with alumni, donors, and other stakeholders to advance the Greek Life program and support its mission. Works in collaboration with designated staff in College Relations to interface with fraternity and sorority alumni. Serves as the liaison to national organizations, chapter advisors, and other College departments.
- Administration: Holds regular office hours to address student and staff needs. Manages the budget for the Greek Life department, allocating resources to support programming, events, and operational expenses. Attends campus community events. Serves on college committees as assigned. Assists with administrative office duties. Offers to pitch in to help colleagues during crunch times and overlapping deliverables.
Qualifications:
- Master’s degree in Higher Education Administration or related field and 3-5 years of student affairs experience or equivalent, and/or a combination of relevant education, training, certifications, and/or work experience. Knowledge of residential liberal arts college administration is desirable Knowledge of residential liberal arts college administration is desirable.
- Knowledge of National Panhellenic Conference (NPC) sororities, North American Interfraternity Conference (NIC) fraternities, National Pan-Hellenic Council (NPHC) and National Association of Latino Fraternal Organizations (NALFO) organizations. Membership in an international/national fraternity or sorority is preferred.
- Demonstrated success with the development of educational programming related to risk management, hazing, student conduct, alcohol education, sexual assault prevention, and diversity/equity/inclusion/belonging.
- Experience with leadership development programs and training, including identifying proactively and pursuing relevant learning and professional development opportunities and applying new knowledge, insights, and skills to enhance results.
- Able to work a flexible schedule, including nights and weekends, and participation in the Deans and Directors on-call rotation for crisis intervention.
- Ability to support, contribute to, and strengthen a vibrant, culturally diverse, and inclusive learning community of students, alumni, faculty, and fellow staff colleagues.
- Able to anticipate, deliver on, and exceed the expectations of those supported and served, including faculty and staff colleagues, students, and prospective students.
- Able to introduce and drive innovation in ways small and large.
- Able to exercise exceptional judgment, ensure strict confidentiality, and demonstrate outstanding professionalism in a range of situations.
- Able to collaborate effectively with colleagues across the College to achieve shared goals and objectives, including fellow executive and administrative assistants.
We know some job seekers may not apply for career opportunities unless they meet every qualification in the position description including the preferred qualifications. We are most interested in hiring the best staff and faculty colleagues, and recognize that a successful candidate may come from a less traditional career path. We encourage you to apply, even if you don’t believe you meet every one of our preferred qualifications.
Note: All new hires of Union College are subject to a thorough education, work experience, and criminal history background check.
Compensation
The annual salary range this position is $60,000.00 - $62,000.00. Except for roles with a set rate of pay, the wage/salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The stated hiring rate/range represents the College’s good faith and reasonable estimate of the rate/range of possible compensation at the time of posting.
We offer exceptional benefits including:
- Generous Vacation, Sick and Personal Time
- Winter Recess Break in Addition to Paid Holidays
- Healthcare, Dental, and Vision Insurance (Flexible Spending and Dependent Care Accounts)
- Free On-Campus Fitness Facility Access and Discounts for On-Campus Wellness Programs
- Employee Scholarships toward Certifications, Seminars, Training and Professional Development
- Pre and Post Tax participation in a 403(b) Retirement Plan
- Salary Continuation Program in the event of Disability
- Tuition Assistance Program for Employee, Spouse and/or Dependents
Accommodations
If you require an accommodation throughout the interview process, please don't hesitate to contact our Human Resources department at hr@union.edu or 518-388-6108. We are committed to ensuring that all candidates have equal access to opportunities and can participate in a fair and inclusive hiring process.
Diversity at Union College
Union College is an equal opportunity employer and strongly committed to student and workforce diversity. Increasing diversity on campus is a critical priority for Union, one that is integral to our mission of preparing students for a globally interconnected world. Union provides a blend of intellectual, social and cultural opportunities to facilitate the integrated academic, social and personal development of a diverse community. We value and are committed to a host of diverse populations and cultures including, but not limited to, those based on race, religion, disability, ethnicity, sexual orientation, gender, gender identity, national origin and veteran status. Union College is committed to providing access and will provide reasonable accommodation in its application process to individuals with disabilities that request such accommodations.
Union College
Officially chartered in 1795, Union College is the fifth oldest liberal arts college in the country. Located in the Capital District of New York State, Union is a highly selective residential and undergraduate college, home to 2,200 students and 220 faculty, and offering 44 majors. Union was the first liberal arts college to rethink the traditional liberal arts education and adopt an engineering curriculum. That pioneering approach continues today with an education that encourages students to work beyond the limits of disciplinary boundaries, allowing them to think globally and lead innovatively in a world where problem solving requires breadth across humanities, arts, social sciences, science, and engineering.
- Full Time
- Immediately
- Schenectady, NY 12308
- 6/17/24
Major Gifts Officer / Senior Major Gifts Officer
Pay Status and Classification: Exempt, Regular full-time. This is a 12 month position. This position is eligible for a hybrid work schedule.
Supervisor: Director of Major Gifts
Position Purpose:
Plays a pivotal role in advancing fundraising endeavors at Union College by engaging in the cultivation, solicitation, and stewardship of major donors capable of making significant financial contributions ranging from $20,000.00 to $1,000,000.00 to bolster the institution's mission and strategic objectives.
Develops and executes strategic plans aimed at optimizing each donor's support of the College, collaborating with the Director, Vice President of College Relations, President, Senior Administration, and Faculty as appropriate to nurture robust relationships with the College.
Essential Responsibilities and Duties:
- Relationship Management: Proactively establishes opportunities for face-to-face interactions to cultivate, solicit, and steward a designated portfolio of 100-150 current and prospective donors, adhering to industry best practices. Develops detailed cultivation and solicitation plans annually for the top 25-50 donor prospects, incorporating opportunities for current use pledges and planned giving to drive philanthropic engagement. Nurtures enduring relationships with major donors by delivering exceptional stewardship and personalized engagement experiences.
- Knowledge of Union: Cultivates a comprehensive understanding of Union’s history, academic, extracurricular, and athletic programs, along with familiarity with faculty, students, and administration. Maintains a deep awareness of the College’s priorities and initiatives, translating them into fundraising opportunities, while staying informed about trends and developments in higher education as an industry.
- Collaboration and Teamwork: Collaborates closely with campus stakeholders to ensure synergy with fundraising priorities, fostering a cohesive approach toward advancing the College's overarching mission. Aligns efforts with the division’s goals and strategies related to Diversity, Equity, Inclusion, and Belonging (DEIB) and anti-racism, fostering a culture of collaboration and collective impact. Partners closely with colleagues across all advancement departments to achieve integrated advancement operations, leveraging this synergy to increase alumni participation in fundraising initiatives.
Qualifications:
- A Bachelor’s degree, and a minimum of two years of experience fundraising in a higher education setting is required.
- A valid U.S. driver license is required.
- Proven experience cultivating and closing major or deferred gift commitments is preferred.
- Strong attention to detail and organizational acumen essential for effective planning, gift documentation, and project execution.
- Ability to travel domestically and internationally via various modes of transportation, including car, air, train, or bus.
- Ability to work a non-traditional schedule, including weekends, evenings, and other unconventional hours.
- Proven ability as a self-starting strategic thinker, characterized by persistence, personable nature, teamwork, and a drive for success.
- Demonstrated ability to maintain composure under pressure in a goal-driven environment, coupled with proficiency in analytical thinking and problem-solving, and the ability to synthesize complex information and data.
- Exceptional communication skills, both written and verbal, along with flexibility, collaboration, and a positive demeanor.
- Proficiency in basic data management systems and prospect moves management platforms, as well as fundamental computer applications like EverTrue, Google Docs, Sheets, etc.
- The ability to foster and enhance a thriving, culturally diverse, and inclusive learning community, while promoting a sense of belonging among students, alumni, faculty, and staff colleagues.
- Physical Requirements: Capable of lifting up to 25 pounds.
We know some job seekers may not apply for career opportunities unless they meet every qualification in the position description including the preferred qualifications. We are most interested in hiring the best staff and faculty colleagues, and recognize that a successful candidate may come from a less traditional career path. We encourage you to apply, even if you don’t believe you meet every one of our preferred qualifications.
Note: All new hires of Union College are subject to a thorough education, work experience, and criminal history background check.
Compensation
Major Gifts Officer: The annual salary range for the Major Gifts Officer is $70,000.00-$80,000.00.
Senior Major Gifts Officer: The annual salary range for the Senior Major Gifts Officer is $93,000.00-$97,000.00.
Depending on the candidate's experience, candidates may be considered for either the Major Gifts Officer or Senior Major Gifts Officer position.
Except for roles with a set rate of pay, the wage/salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The stated hiring rate/range represents the College’s good faith and reasonable estimate of the rate/range of possible compensation at the time of posting.
We offer exceptional benefits including:
- Generous Vacation, Sick and Personal Time
- Winter Recess Break in Addition to Paid Holidays
- Healthcare, Dental, and Vision Insurance (Flexible Spending and Dependent Care Accounts)
- Free On-Campus Fitness Facility Access and Discounts for On-Campus Wellness Programs
- Employee Scholarships toward Certifications, Seminars, Training and Professional Development
- Pre and Post Tax participation in a 403(b) Retirement Plan
- Salary Continuation Program in the event of Disability
- Tuition Assistance Program for Employee, Spouse and/or Dependents
Accommodations
If you require an accommodation throughout the interview process, please don't hesitate to contact our Human Resources department at hr@union.edu or 518-388-6108. We are committed to ensuring that all candidates have equal access to opportunities and can participate in a fair and inclusive hiring process.
Diversity at Union College
Union College is an equal opportunity employer and strongly committed to student and workforce diversity. Increasing diversity on campus is a critical priority for Union, one that is integral to our mission of preparing students for a globally interconnected world. Union provides a blend of intellectual, social and cultural opportunities to facilitate the integrated academic, social and personal development of a diverse community. We value and are committed to a host of diverse populations and cultures including, but not limited to, those based on race, religion, disability, ethnicity, sexual orientation, gender, gender identity, national origin and veteran status. Union College is committed to providing access and will provide reasonable accommodation in its application process to individuals with disabilities that request such accommodations.
Union College
Officially chartered in 1795, Union College is the fifth oldest liberal arts college in the country. Located in the Capital District of New York State, Union is a highly selective residential and undergraduate college, home to 2,200 students and 220 faculty, and offering 44 majors. Union was the first liberal arts college to rethink the traditional liberal arts education and adopt an engineering curriculum. That pioneering approach continues today with an education that encourages students to work beyond the limits of disciplinary boundaries, allowing them to think globally and lead innovatively in a world where problem solving requires breadth across humanities, arts, social sciences, science, and engineering.
- Full Time
- Immediately
- Schenectady, NY 12308
- 5/28/24
Director of Advancement Information Services
Pay Status and Classification: Exempt, Regular full-time. This position is eligible for a hybrid work schedule.
Supervisor: Vice President for College Relations
Position Purpose: Plays a pivotal role within the College Relations department, responsible for overseeing the efficient utilization and maintenance of the constituent management system. Provides leadership in system implementations, conversions, and upgrades, ensuring seamless operations to support fundraising and engagement efforts. Leads a team dedicated to data governance and advancement services, contributing to the strategic alignment and success of College Relations (CR).
Essential Responsibilities and Duties:
- Reporting and Analytics: Designs and implements a robust structure for data analytics, dashboards, and reporting. Facilitates informed decision-making. Ensures data integrity while identifying donor trends. Collaborates with the Director of Operations on prospect management metrics. Facilitates accurate and timely completion of external surveys.
- Software Management and Innovation: Serves as the steward of the division’s customer relationship management system (CRM), overseeing its effective utilization. Serves as the project manager for the anticipated CRM migration starting in fiscal year 2024-2025. Develops comprehensive training materials, workshops, and documentation to empower divisional staff in maximizing the CRM's capabilities and fostering innovation in advancement practices.
- Data Governance and Compliance: Ensures strict adherence to fundraising regulations, policies, and best practices to uphold the accuracy, integrity, and security of constituent data. Manages gift, pledge, and receipt processes in compliance with internal revenue service, financial accounting standards regulations, payment card industry security council, the council for advancement and support of education guidelines, and auditors' requirements.
- Strategic Alignment: Acts as the primary liaison for College Relations with Finance and Information Technology Services (ITS) to foster collaboration and ensure strategic alignment. Including working closely with Finance on aligning financial reporting periods, fund reconciliations, review of gift processes and controls, and auditing schedules, and working with ITS to ensure CR systems operate effectively and met all data security requirements and ensure
- Staff Management: Promotes a culture of excellence, teamwork, and collaboration among staff, providing clear direction, setting priorities, and fostering a supportive environment for professional growth. Establishes and monitors well-defined, measurable goals for each team member, offering guidance, support, and professional development resources to enhance their effectiveness and achieve organizational objectives.
- Budgeting: Prepares a fiscal year budget in partnership with the Office of the VP for College Relations. Reviews and approves expenditures, consulting with Finance and other authorities as appropriate.
Qualifications:
- Bachelor’s degree and a minimum of seven years of progressive experience in higher education advancement, with a strong understanding of fundraising principles and practices, or a combination of relevant education, training, certifications, and/or work experience. An Advanced degree in information management, data science, or a related field is preferred.
- Proficiency in system administration, networking, relational databases, programming, and documentation techniques.
- Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
- Preferred expertise with Ellucian by Colleague and Salesforce technology, preferably including experience with CRM migration projects.
- Exceptional leadership, judgment, and decision-making skills, with a proven ability to introduce and drive innovation in ways large and small through effective project management.
- Able to foster and enhance a thriving, culturally diverse, and inclusive learning community, while promoting a sense of belonging among students, alumni, faculty, and staff colleagues.
- Dedication to philanthropic support of higher education and alignment with the values and mission of the institution.
- Proactive approach to identifying and pursuing relevant learning and professional development opportunities to enhance organizational outcomes.
We know some job seekers may not apply for career opportunities unless they meet every qualification in the position description including the preferred qualifications. We are most interested in hiring the best staff and faculty colleagues, and recognize that a successful candidate may come from a less traditional career path. We encourage you to apply, even if you don’t believe you meet every one of our preferred qualifications.
Note: All new hires of Union College are subject to a thorough education, work experience, and criminal history background check.
Compensation
The annual salary range this position is $100,000 - $115,000. Except for roles with a set rate of pay, the wage/salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The stated hiring rate/range represents the College’s good faith and reasonable estimate of the rate/range of possible compensation at the time of posting.
We offer exceptional benefits including:
- Generous Vacation, Sick and Personal Time
- Winter Recess Break in Addition to Paid Holidays
- Healthcare, Dental, and Vision Insurance (Flexible Spending and Dependent Care Accounts)
- Free On-Campus Fitness Facility Access and Discounts for On-Campus Wellness Programs
- Employee Scholarships toward Certifications, Seminars, Training and Professional Development
- Pre and Post Tax participation in a 403(b) Retirement Plan
- Salary Continuation Program in the event of Disability
- Tuition Assistance Program for Employee, Spouse and/or Dependents
Accommodations
If you require an accommodation throughout the interview process, please don't hesitate to contact our Human Resources department at hr@union.edu or 518-388-6108. We are committed to ensuring that all candidates have equal access to opportunities and can participate in a fair and inclusive hiring process.
Diversity at Union College
Union College is an equal opportunity employer and strongly committed to student and workforce diversity. Increasing diversity on campus is a critical priority for Union, one that is integral to our mission of preparing students for a globally interconnected world. Union provides a blend of intellectual, social and cultural opportunities to facilitate the integrated academic, social and personal development of a diverse community. We value and are committed to a host of diverse populations and cultures including, but not limited to, those based on race, religion, disability, ethnicity, sexual orientation, gender, gender identity, national origin and veteran status. Union College is committed to providing access and will provide reasonable accommodation in its application process to individuals with disabilities that request such accommodations.
Union College
Officially chartered in 1795, Union College is the fifth oldest liberal arts college in the country. Located in the Capital District of New York State, Union is a highly selective residential and undergraduate college, home to 2,200 students and 220 faculty, and offering 44 majors. Union was the first liberal arts college to rethink the traditional liberal arts education and adopt an engineering curriculum. That pioneering approach continues today with an education that encourages students to work beyond the limits of disciplinary boundaries, allowing them to think globally and lead innovatively in a world where problem solving requires breadth across humanities, arts, social sciences, science, and engineering.
- Full Time
- Immediately
- Schenectady, NY 12308
- 5/13/24
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.
- Full Time
- Immediately
- Albany, NY 12222
- 6/20/24