Review Vacancy
Title Computer Desktop Support Specialist (4 positions) (ITS)
Occupational CategoryI.T. Engineering, Sciences
Bargaining UnitPSNU - Professional Services Negotiating Unit (UUP)
Salary RangeFrom $61000 to $66000 Annually
Minimum Qualifications 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.
Duties 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 i
mprovement 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.
Additional Comments 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
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Name Information Technology Services
Email Address ua-itsjobs@albany.edu
Address
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