Technical Support Specialist

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2 days ago Requisition

Salary Range: $52,000.00 To $72,000.00 Annually

Position:
Technical Support Specialist

The Technical Support Specialist (the analyst) reports to the Director of End User Services of their respective campus with ITEC Management oversight by the Campus IT Services Team Lead. This position provides advanced technical support, maintains IT systems, and assists users across campus.

The analyst must adhere to SUNY, Buffalo State University’s, and ITEC policies as well as ITEC's security policies and procedures and participate in security-oriented training. The analyst is responsible for responding to Emergency Incidents occurring on and off hours in a timely fashion for the campus and ITEC to meet our service level targets.

All the responsibilities and tasks assigned by the analyst's management are expected to be carried out in an independent and timely manner primarily during business hours and as needed outside business hours. It is the responsibility of the employee to notify the supervisor when any problems or concerns arise in carrying out tasks assigned to the employee.

• Carry out technical and physical tasks involving configuration and distribution of computers
• Manage help desk and department work through the campus ticket system
• Manage select administrative applications on servers and workstations
• Assist in management, maintenance, and troubleshooting of wired network and Wi‑Fi infrastructure
• Assist in management, maintenance and troubleshooting of AV equipment
• Maintain an inventory of all campus computers and related equipment
• Maintain an inventory of all campus software licenses and installs
• Contribute to and maintain department electronic records including policy, procedures, and technical documentation
• Coordinate and schedule installation of patches and upgrades to infrastructure and equipment
• Research, advise, and process campus technology related and IT department purchases
• Collaborate with IT Director and other stakeholders in meeting campus strategic goals within IT
• Related duties as assigned
• Must be available to cover regular hours and emergencies as needed.
• Participate with presentations, conferences, seminars, and workshops as needed. Review the latest technical journals for operating system and hypervisor related updates throughout the industry. Expand working knowledge and remain current in those related technologies, and conduct technical workshops as needed. Support other ITEC teams as needed.
• Secondary Responsibilities (List minor duties that are performed in support of essential responsibilities and percentage of time spent on each.)
• Serves on Campus Committees by nature of position.
• Undertakes additional responsibility as determined by CIO / IT Director.
• IV. Required Knowledge
  
  Skills and Abilities
  
  (Detail the level of skill, knowledge and ability required to perform essential functions of the position.)
• Skill Level Required
• Technical Skills
• Requires hands‑on expertise in installing, configuring, and maintaining desktops, servers, and network components.
• Skill in working with enterprise tools like SCCM, JAMF, VMWare, and possibly Palo Alto or Aruba devices.
• Project and Operational Skills
• Must be able to independently handle specific deliverables within projects.
• Strong organizational and documentation skills for tracking tickets, changes, and procedures.
• Ability to prioritize, multitask, and meet deadlines.
• Knowledge Required
• Foundational to Advanced Knowledge Across Key IT Areas:
• Networking & Infrastructure
• Basic understanding of LAN/WAN technologies, IP addressing, DNS/DHCP,…