JOB TITLE:         Senior Service Technician              

STATUS:               Non-Exempt     

DEPARTMENT:     Operations 

REPORTS TO:      Network Operations Center Manager 

FULL/PART-TIME: Full-Time – Requires on-call hours 

LOCATION:           Syracuse/Hybrid 

SALARY RANGE: :$31.25 To $40.75 Hourly

OUR CULTURE:  

At Northland, we don’t believe in ceilings. We encourage personal and professional development by maintaining a challenging and rewarding work environment. We believe you are the creator of your own destiny and that you will make the most of your career through hard work, dedication, and initiative. 

THE MISSION: 

To ensure that all Northland products and services are supported with the highest level of service. 

SUMMARY ROLES/RESPONSIBILITIES:  

• Configure, maintain and troubleshoot all Northland products and services. 
• Provide a great customer experience. 
• Support all internal departments. 

SERVICE TECHNICIAN JOB DUTIES: 

• Complete surveys for all products and services. 
• Manage relationships with all vendors and partners to troubleshoot, setup and configure customers networks. 
• Reserve telephone numbers from an available database and update workbooks. 
• Perform troubleshooting on all products and services. 
• Complete all administrative tasks as required per departmental guidelines. 
• Configure, troubleshoot, and maintain basic networking environments including Ethernet, TCP/IP, VLANs, DHCP and QoS, POE, Firewalls 
• Install and terminate various types of cabling and associated infrastructure. 
• Work with the technologies and/or platforms related to Northlands core network. 
• Schedule site visits with customer, internal departments, and coordination of MAC work with all pertinent parties (landlords, customers, contractors, internal)  
• Work with and assist customers with deploying software or applications needed to maintain Northland products and services, including operating systems, Windows, MS Office; computer support including PC’s, server hardware, configurations, and troubleshooting. 
• Work with provisioning department on coordinated service orders. 
• Assess customer needs to effectively recommend and provide the best solution.  
• Lead and manage P3-P4 level trouble tickets for all products, services, and third-party applications and triage P1-P2 level tickets with assistance.

SENIOR SERVICE TECHNICIAN JOB DUTIES 

• Includes all essential job duties above and below: 
• Training, assisting, and mentoring other team members. 
• Lead and manage complex and escalated trouble tickets for all products, services, and third-party applications including P1-P2 level tickets. 
• Build and enhance team member relationships by collaborating with all departments to address common issues, make recommendations and assist with facilitating a positive customer experience. 
• Assist with creating and updating internal resources such as knowledge base, SOPS, product manuals. 
• Acquire and maintain training and certifications as required. 

SUPERVISORY RESPONSIBILITIES: None  

MINIMUM JOB QUALIFICATIONS: 

• High school degree required, Experience with PC required and ability to work independently. 
• A valid driver’s license and transportation  
• Some data related background and ability to setup and troubleshoot networking issues related to VOIP issues. 
• Strong Customer service and communications skills  
• Good working knowledge of Category 3, 5, 5E and 6 voice/data wiring platforms, and industry color codes and standards.

PREFERRED JOB QUALIFICATIONS: 

• Associate degree with 1 –2 years of experience in telephone or electronics experience 
• Familiarity with firewalls and network equipment. 
• Familiarity with hosted phone systems and features   
• Understanding of data networks as applied to VOIP communications. 
• Understanding of voice transmission delivery methods and the types of service provided across copper, fiber, POTS, T1, T3, SIP, CAS, VOIP Transmission, analog transmission, digital transmission etc. 
• Familiarity with high-speed data, what it’s used for and how it’s delivered. 
• Certifications for A+, Network + and Security +

SCORECARD METRICS: 

• Meet the weekly capacity goals of the department. 
• Keep re-dispatched tickets to less than 20% of total dispatched tickets.

LICENSES/CERTIFICATIONS: 

A valid driver's license or ability to access transportation to attend work group and organization meetings is necessary. 

PHYSICAL ACTIVITIES AND REQUIREMENTS: 

• Ability to climb, kneel, crouch, reach, sit, stand, walk, lift, use fingers, grasp, feel, talk, hear, and perform repetitive motions.  
• Ability to exert up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects

EQUIPMENT AND MACHINES USED: 

• Ability to use to use voicemail, telephone, calculator, computer, printer, digital telephone, fax machine, cell phone 
• Ability to use the following software:  Microsoft Word, Excel, Outlook Express (E-Mail)  

ENVIRONMENTAL CONDITIONS: 

The employee is subject to the following inside and outside environmental conditions: adverse driving conditions, confined spaces, heights, and noise. 

EMPLOYER'S DISCLAIMER: 

• All offers of employment are contingent on successful results from a background check.  If results are not acceptable to the company, the company reserves the right to rescind its conditional offer of employment.   
• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. 
• This job description in no way states or implies that these are the only duties to be performed by the employee holding this position.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties required by their office. 
• This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship. 
• We are an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status. 

ANNOUNCEMENT OF POSITION OPENING

Date of Notice for Tompkins Cortland Faculty Association Members:  March 4, 2024

Date of Notice for All Other Applicants:  March 18, 2024

POSITION OFFERED: Sociology & Anthropology Faculty

EMPLOYMENT DATE: August 2024 TERM OF EMPLOYMENT:

Renewable, Full-Time, 10-months

JOB DESCRIPTION: Tompkins Cortland Community College seeks a dynamic and engaging full-time tenure track faculty member with a focus on student success and retention. Position includes 15 credits per semester in Sociology and Anthropology courses. These credits may involve teaching face-to-face, remote, day, evening, online, hybrid, and HyFlex courses. Courses will include introductory sociology and cultural anthropology and the opportunity to teach and develop additional courses that address stratification and inequality and/or a global perspective. The successful candidate will collaborate with colleagues to maintain, develop, and update course curricula and work on and possibly lead initiatives for future development. Other activities will include student advising, serving on college committees, holding office hours, and outcomes assessment. This position is within the Faculty Association Union. Candidates must currently reside or be willing to relocate to New York State at time of employment. Additionally, maintaining New York State residency will be required for the duration of employment.

Tompkins Cortland Community College’s Strategic Equity, Diversity, Justice, and Inclusion Plan works to increase the representation of historically underrepresented faculty across our campus. This work aligns with the College’s mission of serving our community by meeting educational needs and creating an environment for student success. In addition, it prepares our students and ourselves for citizenship in a global society. We value diversity in all of its contexts, including strengths, perspectives, and people.  Our commitment to our Strategic  Equity, Diversity, Justice, and Inclusion plan helps us work to ensure that our faculty are representative of our student body.

QUALIFICATIONS:

• Master’s Degree in Sociology, Anthropology, or other related field with at least 18 graduate credits in Sociology and/or Anthropology. 
• Teaching experience in a postsecondary accredited institution required, and community college experience is preferred.
• Experience teaching either introductory sociology or cultural anthropology at the college level with a preference for experience teaching both.
• Experience creating a student-centered, active learning environment in the classroom and/or in the online environment. 
• Demonstrated ability to use modern instructional technology.
• Experience advising college-level students preferred.
• This position requires the ability to work supportively in a culturally diverse environment of students, faculty, staff, and the community. Candidates who have demonstrated a commitment to working with multi-lingual learners and historically under-served students and/or communities through teaching, mentoring, or administration are especially encouraged to apply. Candidates with a demonstrated ability to incorporate an intersectional framework into teaching and student engagement are encouraged to identify those experiences in the application materials.

EXPECTED HIRING SALARY RANGE:  $51,233-$76,853  Salary subject to change pending outcome of Faculty Association negotiations. Starting salary will be commensurate with qualifications and experience. As a College employee, this appointment includes NYS retirement benefit options with a choice of a pension or generous matches to 414H, attractive Health Care options with 80% of premiums covered by the College, post-retirement health insurance and supportive work-life balance with holidays and sick days along with tuition assistance and ability of application to Public Service Loan Forgiveness (PSLF) in addition to other benefits offered by the College. Inquire for additional details.

Review of applicants to begin April 4, 2024 and continue until position is filled.

To view the full position description and apply, visit www.tompkinscortland.edu/college-info/employment. 

Note: Additional application materials/essays will be requested.

Tompkins Cortland Community College is a culturally diverse campus with over two decades of strong partnerships with international colleges and universities and a commitment to preparing our students for citizenship in a global society. Tompkins Cortland Community College is accredited by the Board of Regents of the State of New York and by the Middle States Association of Colleges and Schools and awards associate degrees in career-oriented and liberal arts/sciences programs of study. Enrollment is approximately 3,500 students. To learn more about the College, visit our website at www.tompkinscortland.edu. Visa sponsorship not available. Women and minorities are strongly encouraged to apply. AA/EOE

Location:Tompkins Cortland Community College is located in the naturally beautiful and culturally rich Finger Lakes region of upstate New York, near Syracuse, Rochester, Ithaca, and Binghamton. The area is host to many colleges, including Cornell University, as well as excellent healthcare, museums, festivals, and business enterprises.

Human Resources Department | P.O. Box 139, 170 North Street | Dryden, NY 13053-0139 

Phone: 607.844.8211 | Fax: 607.844.6551 | tompkinscortland.edu

The State University of New York | Tompkins Cortland Community College is an Equal Opportunity Employer

ANNOUNCEMENT OF POSITION OPENING

Date of Notice:  March 1, 2024

POSITION OFFERED: Vice President for Enrollment Management

EMPLOYMENT DATE: ASAP TERM OF EMPLOYMENT:

Renewable, Full-Time, 12-Months

JOB DESCRIPTION: The Vice President of Enrollment Management is the College’s chief enrollment professional who provides leadership, strategic thinking, and in –depth analysis for the College’s enrollment planning and management.  This person is expected to help reimagine and lead traditional enrollment functions in a modern 21st century context. This work will be driven by the development, implementation, evaluation, and continuous improvement of a comprehensive and vigorous strategic enrollment management plan.  Leads and manages Admissions, Recruitment, Strategic Marketing, Media and Public Relations, Workforce Development and College Now program.  In addition, this position collaborates closely with the Provost’s Office on the Global Initiatives program to ensure that recruitment strategies maximize student outcomes and advance the goals of the College.

This is a Management Confidential position and reports to the President. Candidates must currently reside or be willing to relocate to New York State at time of employment. Additionally, maintaining New York State residency will be required for the duration of employment.

MINIMUM QUALIFICATIONS: A bachelor’s degree with at least ten years of progressive responsibility in enrollment and management functions within an educational system. Knowledge of FERPA, TITLE IX and other regulatory guidelines applicable to this area of work.  Experience working closely with Institutional Research and related data assessment and trend analysis. Demonstrated ability to be a collaborative leader.  Ability to perform with a high degree of diplomacy, confidentiality and professionalism. Demonstrated success in supervising multiple components within a complex institution.  A forward-thinking leader with a record of successful recruitment strategies, professional diligence, and creative problem solving.  Ability to work successfully with diverse populations.

DESIRED QUALIFICATIONS: Master’s degree with at least seven years of progressive responsibility in enrollment and management functions within higher education, preferably in a community college setting.

EXPECTED HIRING SALARY RANGE:  $115,000 - $140,000  Starting salary will be commensurate with qualifications and experience. As a College employee, this appointment includes NYS retirement benefit options with a choice of a pension or generous employer match to a 414 retirement plan, attractive Health Care options with 80% of premiums covered by the College, post-retirement health insurance and supportive work-life balance with 16 holidays, 20 vacation and 12 sick days per year along with tuition assistance and ability of application to Public Service Loan Forgiveness (PSLF) in addition to other benefits offered by the College. Inquire for additional details.

Review of applicants to begin April 1, 2024 and continue until position is filled.

To view the full position description and apply, visit www.tompkinscortland.edu/college-info/employment. 

Note: Additional application materials/essays will be requested.

Tompkins Cortland Community College is a culturally diverse campus with over two decades of strong partnerships with international colleges and universities and a commitment to preparing our students for citizenship in a global society. Tompkins Cortland Community College is accredited by the Board of Regents of the State of New York and by the Middle States Association of Colleges and Schools and awards associate degrees in career-oriented and liberal arts/sciences programs of study. To learn more about the College, visit our website at www.tompkinscortland.edu. Visa sponsorship not available. Women and minorities are strongly encouraged to apply. AA/EOE

Location:Tompkins Cortland Community College is located in the naturally beautiful and culturally rich Finger Lakes region of upstate New York, near Syracuse, Rochester, Ithaca, and Binghamton. The area is host to many colleges, including Cornell University, as well as excellent healthcare, museums, festivals, and business enterprises.

Human Resources Department | P.O. Box 139, 170 North Street | Dryden, NY 13053-0139 

Phone: 607.844.8211 | Fax: 607.844.6551 | tompkinscortland.edu

The State University of New York | Tompkins Cortland Community College is an Equal Opportunity Employer