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:  February 20, 2024

Date of Notice for All Other Applicants:  March 5, 2024

POSITION OFFERED: Coordinator of Access & Equity Services

EMPLOYMENT DATE: April 2024 TERM OF EMPLOYMENT:

Renewable, Full-Time, 12-months

JOB DESCRIPTION: Provides coordination and support for Baker Center for Learning (BCL) services promoting access and academic success for students with disabilities. Acts as one of the College's designated contacts for determination of appropriate academic adjustments and auxiliary aids and services for students with disabilities. Responsibilities include skilled social justice model interviewing of students; interpretation of psycho-educational, medical, and other disability-related documentation; evaluation of academic adjustment/auxiliary aids and services needs; coordination of appropriate academic adjustments; coaching, and other direct services; training for staff; and program development to address diverse student learning needs. May be asked to act as the College’s Americans with Disabilities Act (ADA) and Section 504 of the Rehabilitation Act (504) Compliance Officer.

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.

MINIMUM QUALIFICATIONS: Bachelor’s degree in Rehabilitation Counseling, Special Education, Counseling, Education, Human Services, Social Work; minimum of two years’ experience providing support services to students with disabilities (preferably in higher education); working knowledge of the amended Section 504 of the Rehabilitation Act of 1973, the amended Americans with Disabilities Act (ADA) of 1990, and other appropriate laws pertaining to higher education; and ability to determine appropriate disability-related academic adjustments and auxiliary aids and services. One year of supervisory experience.

DESIRED QUALIFICATIONS: Master’s degree in Postsecondary Disability Services, Rehabilitation Counseling, Special Education, Counseling, Education, content or related field; four or more years’ experience providing support services to students with disabilities in higher education. Familiarity with the social justice model for accessibility; 3 or more years’ supervisory experience, especially in a higher education setting.

EXPECTED HIRING SALARY RANGE:  $61,480-$92,221  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 March 20, 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 for Tompkins Cortland Faculty Association Members:  February 19, 2024

Date of Notice for All Other Applicants:  March 4, 2024

POSITION OFFERED: Coordinator of Information Delivery Services

EMPLOYMENT DATE: April 2024 TERM OF EMPLOYMENT:

Renewable, Full-Time, 12-months

JOB DESCRIPTION: Provides leadership and supervision for all operational aspects of the library’s service desk, course reserves, electronic reserves, interlibrary loan, purchase-on-demand, video-on-demand and document delivery services. Responsible for setting the standard for service desk services in the Baker Commons Library. Plans, coordinates, develops, interprets, and implements policies and procedures for all information delivery services. Coordinates the monitoring of all chat, text, phone, email, and in-person communications that take place at the Service Desk and routes questions to appropriate staff members. Coordinates the delivery of information resources to all distance populations including Concurrent Enrollment, extension center, global, and community members. Participates in the cataloging and processing of physical and electronically received materials. Maintains close communication with faculty to promote library services and identify information resource needs. Compiles statistics and generates reports on the use of the physical collection, interlibrary loan and document delivery services. Utilizes and troubleshoots the variety of software used in the department.

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.

MINIMUM QUALIFICATIONS: Bachelor’s Degree and four years of related experience or a master’s degree in a related field.

DESIRED QUALIFICATIONS: Master’s degree in Library Science (MLS/MLIS) and related work experience. (MLS/MLIS applicants may also be expected to participate in other Library tasks, like reference, instruction, and liaison duties.) Experience in a Community College Library. Experience with library management software programs. Supervisory experience.

EXPECTED HIRING SALARY RANGE:  $61,480-$92,221  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 March 19, 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:  January 18, 2024

POSITION OFFERED:  Teacher Aide

EMPLOYMENT DATE:  ASAP

TERM OF EMPLOYMENT:  Full-Time, Permanent, 10-month

JOB DESCRIPTION:  Responsible for assisting the Head Teacher and other Child Care teachers with the implementation of the classroom program and daily schedule in accordance with policies and philosophy of the FSA Child Care Center and New York State Office of Child and Family Services (NYS OCFS) regulations. 

MINIMUM QUALIFICATIONS:  High school diploma or equivalent and experience related to caring for children.  Demonstrated ability to work cooperatively in a team environment.  Current certification in First Aid and CPR required.  If a candidate does not possess certification at the time of employment, the incumbent must obtain this certification within three months of the date of appointment. The incumbent must maintain valid certification for the duration of employment.

PREFERRED QUALIFICATIONS:  Child Development Associate Credential (CDA).

This position is subject to a criminal background check, NYS OCFS background check and physical are required at the time of appointment.

EXPECTED HIRING SALARY RANGE:  $15.33 - $16.83 per hour plus a $1,500 sign-on bonus after successful completion of three (3) months of employment. Rate will commensurate with qualifications and experience. Successful candidate will gain experience and education for advancement in the childcare field.

Review of applicants to begin immediately and continue until position is filled.

To apply visit https://www.tompkinscortland.edu/college-info/employment. 

Note: Additional application materials will be requested.

ANNOUNCEMENT OF POSITION OPENING

Date of Notice:  January 18, 2024

POSITION OFFERED:  Assistant Teacher

EMPLOYMENT DATE:  ASAP

TERM OF EMPLOYMENT:  Full-Time, Permanent, 12-month

JOB DESCRIPTION:  Responsible for implementing the classroom program and daily schedule in accordance with policies and philosophy of the FSA Child Care Center and New York State Office of Child and Family Services (NYS OCFS) regulations. 

MINIMUM QUALIFICATIONS:  Completion of 12 early childhood credits or CDA in 6 months after start of position and one year of childcare experience. 

This position is subject to a criminal background check, NYS OCFS background check and physical are required at the time of appointment.

PREFERRED QUALIFICATIONS:  Graduation from a regionally accredited or New York State registered two-year college or university with an Associate's degree in Early Childhood Education, Child Development or child-related field OR Child Development Associate (CDA) and one year of child care experience OR Micro credential (12 early childhood credits) and one year of child care experience. Current certification in First Aid and CPR required. If a candidate does not possess certification at the time of employment, the incumbent must obtain this certification within three months of the date of appointment. The incumbent must maintain valid certification for the duration of employment.

EXPECTED HIRING SALARY RANGE:  $16.39 to $17.69 per hour plus a $1,500 sign-on bonus after successful completion of three (3) months of employment. Rate will commensurate with qualifications and experience. Successful candidate will gain experience and education for advancement in the childcare field.

Review of applicants to begin immediately and continue until position is filled.

To apply visit https://www.tompkinscortland.edu/college-info/employment. 

Note: Additional application materials will be requested.

The Director of the Bookstore is responsible for all the operations of the university bookstore, which in addition to course materials and educational supplies offers a wide variety of trade books, clothing, electronics, software, sundries, and gifts. In addition, the Director is responsible for managing the relationships with on-campus stakeholders, vendors, and contractors.

Management

• Lead and foster a positive team culture.
• Sustain an industry leading level of customer service.
• Manage 9 direct reports and students who staff the bookstore.
• Provide support, training, and resources to the bookstore staff.
• Manage and support a strong student worker training program.
• Develop and maintain compliance with security, sales, record keeping, and all other necessary procedures.
• Ensure all processes and job duties are formally documented and maintained up to date in an operation manual.

Strategic Relations in Support of the University Mission

• Formally create and support a bookstore vision statement and ensure each staff member understands the relationship of their work and the greater mission of the University.
• Serve as a liaison for the bookstore to University departments in support of the development of strategic partnerships and create and support new initiatives.
• Support, develop, and manage relationships with the off-campus community.
• Represent the bookstore and the University with consortiums and group organizations.
• Develop annual goals for the bookstore operation.

Efficiencies

• The Director facilitates a culture of continual improvement by identifying, quantifying, and implementing efficiency opportunities.
• Maintains a mastery level of technical knowledge of all systems utilized and leverage those systems to their maximum potential.
• Maintain a high level of current knowledge of industry trends, standards, and innovations.

Economic Performance

• A primary responsibility is to achieve the greatest economic performance through adherence to strategic best practices and strategies. The bookstore’s financial performance will be recorded, benchmarked, and reported to division leadership and the bookstore team periodically.
• Produce periodic financial statements and reports.
• Establish annual revenue, expense and capital budgets within University guidelines.
• After hours work, weekend, holiday, and during campus events is required. Backup duties are required, and additional duties as assigned.

Annual salary $68,000 - $71,000. The actual rate will be determined based on experience and other factors permitted by law.

Minimum Qualifications

Bachelor’s degree in business administration or related field. At least five years management/supervisory experience in a college bookstore or equivalent retail setting. Equivalent combinations of education and experience will be considered for those with extensive relevant retail management experience.

Demonstrated ability to lead and motivate employees toward a common goal. A track record of fostering positive change and delivering favorable outcomes, the ability to produce quantitative analysis, both operationally and financially and the acumen to navigate a complex work environment.

Knowledge of merchandising, advertising, marketing, promotion, and display.

Familiarity with generally accepted accounting principles to include interpreting financial statements and preparing budget statements.

Technology

• Broad technology background required with experience working in a technology driven work environment.
• Detailed knowledge of retail operations including retail accounting systems/procedures, electronic Point-of-Sale/inventory, and internet and e-commerce systems and applications.
• Experience training and supporting employees’ use of technology.
• Experience creating reports and analyzing data.
• A high level of proficiency with Microsoft Excel and experience with other Microsoft Office Applications.

Required Skills

• Excellent leadership and collaboration skills.
• Excellent organizational skills with precise attention to detail required and the highest quality standards.
• Strong communication skills required, including oral, written, and listening skills.
• Demonstrable good judgment and the ability to work under pressure.
• Must be a well-organized, high-energy individual with excellent customer service skills.
• Must be able to set priorities, make decisions and work independently and as part of a team.
• Proven ability to develop positive and productive working relationships across divisions.
• Experience with customer service standards and procedures.

Preferred Qualifications

• Detailed knowledge of the college textbook industry.
• Experience with digital course material inclusive access programs.
• Experience developing innovative programs and services.

Interested applicants must apply online at http://employment.stlawu.edu uploading all required materials which are defined in the “special instructions to applicant” section.  Review of applications will begin immediately and continue until the position is filled.

All offers of employment are contingent upon the finalist successfully passing a background (including criminal records) check.

ANNOUNCEMENT OF POSITION OPENING

Date of Notice for Tompkins Cortland PAA Members: April 11, 2024

Date of Notice for All Other Applicants: April 25, 2024

POSITION OFFERED: Director of Facilities

EMPLOYMENT DATE: ASAP TERM OF EMPLOYMENT:

Renewable, Full-Time, 12-Months

JOB DESCRIPTION: The Director of Facilities (DOF) reports to the Vice President of Finance and Administration (VPFA) and is responsible for providing general administration, supervision, and professional direction for College and Affiliated Enterprise facilities and property management functions, including capital planning, space administration, utilities management, facilities maintenance, sustainability, new capital construction and renovations, landscape, and other physical plant maintenance services. The DOF assists the VP in the formulation of campus policies and confidential contract discussions related to property management and capital projects.

This position is within the Professional Administrators 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.

MINIMUM QUALIFICATIONS: Bachelor's degree in Facilities Management, Facilities Engineering, Project Management, Business Management, Construction Management, or related field. Eight (8) to ten (10) years of progressively responsible work experience in facility/physical plant management, of which at least three (3) years within a supervisory capacity. Working knowledge of principles and practices of project management. Knowledge of general maintenance methods, operating requirements, and safety precautions related to facilities management. Knowledge of State, federal, and environmental regulations. Ability to independently coordinate efforts involving several departments. Exceptional oral and written communication skills. Strong planning and organizational skills. Demonstrated problem-solving ability, using good judgment, critical decision-making, and strong negotiation skills. Extensive experience in facilities maintenance or equivalent related functions.

DESIRED QUALIFICATIONS: Knowledge of budgeting, financial management, and procurement bidding processes, preferably in a public organization. Proven expertise in project management and process re-engineering. Significant experience managing projects, including large projects of up to two years duration.

EXPECTED HIRING SALARY RANGE:  $81,023-$121,534  Salary subject to change pending outcome of Professional Administrators 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 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 May 13, 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