Desktop Support​/User Support Technician

This position is in the Jacob School of Medicine and Biomedical, Office of Medical Computing. The Desktop Support / User Support Technician is the primary contact for issue resolution related to PC hardware, networking, and applications issues for students, faculty, and staff in the Jacobs School of Medicine and the UBMD Practice Plans and serves as a backup to the AV / User Support Technician in the Office of Medical Computing.

The technician is responsible for issue determination, problem/incident and resolution ticket recording, problem escalation as needed, and provides direct operational services and assistance to all user departments. The technician responds directly to user support requests by phone, email, ticket system, or in person to effect problem resolution. Installs, updates, and provides technical support in the use of PC equipment as necessary.

The technician provides users with linkage to centrally supported IT and AV services as needed. Coverage will include the Jacobs School sites as well as the UBMD Practice Plans remote sites. The technician is responsible for downtime communication and coordination. Work will include weekends and out of hours events as well as a 24/7 rotating on-call schedule.

Core Hours &

Location:

This is a full-time, in-office position with core working hours of 8:30 a.m. to 4:30 p.m., Monday through Friday. The incumbent is expected to be physically present at 955 Main Street during core hours.

On-Call Rotation:
The position participates in a 24/7 rotating on-call schedule with team members to provide coverage for password resets, system downtime, and outage coordination and communication. On-call staff are required to respond only when contacted for an incident.

• Our benefits, where we prioritize your well-being and success to enhance every aspect of your life.

The University at Buffalo is an affirmative action/equal opportunity employer and, in keeping with our commitment, welcomes all to apply including veterans and individuals with disabilities.

• Bachelor’s degree in related field, or professional certification with 1-to-2-year experience in related field.
• This position requires local travel, therefore appointees will be required to have a valid license to operate a motor vehicle in New York State or otherwise demonstrate their capacity to meet the transportation needs of the job.

• Specific MAC /PC/Application trouble shooting experience.
• Effectiveness in working with diverse people having a broad range of skill levels and disciplinary backgrounds.
• Experience with one or more of the following tools (or similar): MS 365, Zoom, Microsoft Teams, Panopto, SCCM, BOX, MS One Drive, JAMF, Beyond Trust (Bomgar), WindowsOS Pro (10,11), MACOS.
• Experience working in a higher education environment.
• Experience working in a medical practice environment.

Driving Requirements:
This position will never drive a university owned vehicle.

Salary Range $65,000 - $70,000

Additional Salary Information The salary range reflects our good faith and reasonable estimate of the possible compensation at the time of posting, the role and associated responsibilities, and the experience, education, and training of the selected candidate.

Job Type Full-Time

Campus Downtown Campus

Contact's Name Bradley Beardslee

Contact's Title Director of the Office of Medical Computing

Contact's Email

Contact's Phone

Required fields are indicated with an asterisk (*).

• * Please indicate your current employment affiliation with the University at Buffalo.
  • Faculty
  • Faculty Student Association (FSA)
  • Research Foundation Employee
  • State Classified
  • State Professional
  • UB Foundation
  • TA/GA
  • Student
  • No Current Employment Affiliation
• * How did you first hear about this employment opportunity?
  • Chronicle of Higher Education
  • HERCjobs.org
  • Conference
  • Personal Referral
  • UBJobs.buffalo.edu
  • Other

UB is an AA/EOE and welcomes all to apply including veterans and individuals with disabilities. Arrangements will be made if an applicant has a disability in order to provide access to the application, interview and selection process upon request. Reasonable accommodation requests must be made in a timely manner by email at diversity or by phone .