Technical Support Specialist

Company Description:

Founded in 1971 as the innovative campus of the State University of New York (SUNY), Empire State University empowers learners from diverse backgrounds to achieve their educational goals. We have decades of experience providing educational access through online teaching and learning, individualized instruction, mentoring, and prior learning assessment. We build on our students' experiences to promote their growth and drive upward mobility and economic development in New York state and beyond. SUNY Empire's 97,000 alumni are teachers, nurses, entrepreneurs, and leaders in their communities and their fields. Visit www.sunyempire.edu and follow us on social media @SUNYEmpire. 

SUNY Empire is committed to creating a multicultural, inclusive academic and work environment. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that having diverse faculty and staff is critical to academic excellence and prepares students to live and work in an increasingly global world. 

Job Description:

Empire State University, Office of Information Technology Services, seeks a full-time Technical Support Specialist (TSS) (State Title: Instructional Support Associate), to provide computer support and technical assistance for the Saratoga Springs, New York locations as well as remote desktop support for all locations.  In this position, the technician will be responsible for providing onsite technical assistance and support to faculty and staff with computer systems, hardware, or software issues. Additionally, the technician will respond to queries, answer functionality questions, isolate problems, and assist in implementing solutions. Scheduled duties may include travel to other locations across New York State. Common tasks are listed below; priorities are set in the context of university-wide plans and development and local needs.

Responsibilities include:

• Primary support person for Mac computers, including using JAMF and JAMF connect for provisioning.
• Application package development, computer image management.
• Hardware and software maintenance and installation for Mac and PC workstations.
• Support and training for faculty and staff.
• Assist Network Operations and Telecommunications when needed with hardware resets, phone deployment and setups and some troubleshooting, including knowledge of TCP/IP.
• Asset inventory maintenance and tracking.
• Facilitate and troubleshoot access to the university's administrative systems, e-mail, calendaring, and internet.
• Point of contact for telephone installations, maintenance, and troubleshooting.
• Support for video conference equipment, and occasional support for video conference events.

Requirements:

Required Qualifications:

• Associate degree or equivalent, with a minimum of three years of relevant technical experience.
• Demonstrated experience in the information technology field, including imaging, backups, and basic networking, and working knowledge of TCP/IP.
• Experience with Microsoft Office 365 including Teams and Microsoft Windows 11.
• Demonstrated proficiency in configuring and troubleshooting Mac OSX operating systems.
• Effective interpersonal skills and excellent oral and written communication skills.
• Valid driver's license.

Preferred Qualifications:

• Bachelor's degree from an accredited college or university.
• Familiarity with accessibility software for those with ADA accommodation.
• Experience with inventory management systems.
• Mobile technologies (tablets, phones).
• Experience with:
  • Microsoft Endpoint Configuration Manager
  • Active Directory
  • JAMF
  • Extron/Crestron Videoconferencing systems
  • Telephone systems and VOIP telecommunication's systems
  • Remote support tools (Beyond Trust, RDP, VNC)
  • Pharos MFP configuration
  • HCL Notes
• Knowledge of learning technologies and learning spaces.
• Experience working in high education.

Special Information:

• This position is located in Saratoga Springs, NY.  In-person presence is required.
• Occasional overnight travel, weekend, and evening obligations is required.
• Position hours are Monday-Friday, 9:00am-5:00pm.
• VISA sponsorship is not available for this position.

Additional Information:

Rank/Salary: SL2 / $52,000-$56,000, dependent on experience and qualifications.

Empire State University is an EOE employer.

We are pleased to offer our employees an excellent benefit package which includes NYS health insurance, free dental and vision, competitive retirement options, and generous vacation, sick and holiday accruals; and a strong emphasis on work-life balance.  We also offer professional-development activities for professionals and support staff.

IF YOU NEED A DISABILITY-RELATED ACCOMMODATION, PLEASE CALL THE ADA COORDINATOR AT (518) 587-2100, ext. 2240. IN ACCORDANCE WITH THE TITLE II CRIME AWARENESS AND SECURITY ACT, A COPY OF OUR CRIME STATISTICS IS AVAILABLE UPON REQUEST BY CALLING (518) 587-2100, ext. 2800. IT CAN ALSO BE VIEWED ON-LINE AT THE SAFETY AND SECURITY WEBSITE AT www.sunyempire.edu/safety-security.

Application Instructions:

Applications Due By:  Applications accepted until position is filled.

If you are interested in applying for this position, please submit the following documents, which are required for consideration by clicking on the APPLY NOW button:

• Resume
• Cover letter
• Name and contact information of three references

See the FAQ for using our online system. Please contact us if you need assistance applying through this website.

Returning Applicants - Please click here to login to your Empire State University Employment Account to check your completed application or to update your account.

Apply Online