Job Information
SUNY Cortland Technology Support Specialist in Cortland, New York
Position Summary:
SUNY Cortland invites applications for a full-time, technology support specialist to provide Windows desktop imaging and support to Campus Technology Services supported Technology classrooms and computer labs. Support services include installation, troubleshooting, and maintenance of hardware and software used in Technology classroom, mobile and computer labs. This person also serves as the main contact and coordination of the WEPA Print Management System used by students.
Major Responsibilities:
OPERATIONS :
Install new and replacement computing equipment and support the use of PC desktop computers in networked technology classrooms and computing lab facilities, mobile lab computing, portable projection/computer carts, laptop systems, service systems, and the Student Print Management system.
Install new software releases and system upgrades in technology classrooms and computing lab facilities. Maintain critical system security updates to ensure computer systems meet or exceed campus security guidelines. Maintain software knowledge necessary to troubleshoot systems. Evaluate and resolve software/hardware related problems on existing systems. Install specialized software for faculty according to software copyright policies.
Perform corrective maintenance, diagnostics, problem resolution, and minor repair to Windows based computers, peripheral equipment, and print Kiosks. Responsible for coordinating lab/classroom computer hardware repair.
Maintain inventory of all supported computer systems, software, and relevant equipment. Remain current in the use of imaging, remote access, active directory, and virtualization technologies to maintain consistency in all systems.
Maintain an effective working relationship with other IR computing support personnel in order to participate in future technology project decisions, including IR committee participation.
Assist faculty in the integration of various computer technologies to enhance their instructional effectiveness. Remain abreast of new software/hardware developments as they apply to labs/classrooms and instructional support needs.
Respond to customer problem calls or tickets generated by the Help Center ticketing system.
Work with student employees used in the CTS group, when needed.
On occasion, may need to work an evening or weekend to provide technology troubleshooting and support.
COMMUNICATION
Collaborate with faculty and relevant IR staff in determining appropriate technology required by academic course offerings including software/hardware upgrades and the new implementation of new application/technologies.
Communicate effectively with manufacturer’s technical support and help desk personnel for support assistance.
Communicate regularly with higher-level supervisors regarding work priorities and progress. Prepare periodic work status reports of projects completed and collaborate in preparation of annual report.
DOCUMENTATION :
Maintain and review a centrally located repository of documentation. Repositories can include the Help Center Ticketing System and various databases used in Campus Technology Services. Provide feedback and recommendations to improve organization’s documentation systems and processes.
Required Qualifications:
Associate’s degree and minimum two years’ practical experience in Windows computing environment
Evidence of technical troubleshooting with detailed understanding of Windows desktop technologies.
Valid driver’s license
Preferred Qualifications:
Bachelor’s degree in related field.
Experience using software deployment and endpoint management tools such as Kace, Deep Freeze, Intune.
Broad knowledge of computer imaging and applying it for use in a multi-user academic setting.
Two-year customer service experience in a technical environment.
Knowledge, Skills and Abilities
Ability to effectively communicate technical information clearly to non-technical users both verbally and in writing.
Ability to work independently and collaboratively in a team environment.
Ability to manage multiple priorities and tasks.