Technical Specialist - IT Helpdesk

Onondaga Community College Job Posting:
Technical Specialist - IT Helpdesk

Onondaga Community College, located in Syracuse, NY, is a college of the State University of New York (SUNY) system and one of 30 locally sponsored community colleges throughout New York State. Onondaga County is our sponsor. We offer two-year degree programs that serve as transfer opportunities to baccalaureate degree programs at four-year campuses or for direct entry to the workforce. We also offer certificate programs that can generally be completed in one year.

Onondaga is a diverse educational learning community. We are committed to creating and maintaining an atmosphere where individuality is not only recognized - but encouraged - to contribute to the fabric of the campus environment. We continue to serve the educational and economic development needs of the region and proudly boast more than 40,000 alumni.

The Technical Specialist - IT Helpdesk provides initial front-line technical support to the campus community for Onondaga Community College supported systems, services, and hardware. OCC's Technical Specialist - IT Heldpesk responds to queries, troubleshoots issues, isolates problems, and determines and implements solutions or escalates to appropriate support area for further troubleshooting. Technical assistance and customer support is provided via phone, email, remote, chat, and face-to-face to the OCC campus community.

• Manages support through phone, email, chat, and walk-in traffic for the IT
  - Helpdesk which includes assisting users with questions, problems, and issues in the use of OCC services, systems, applications, and general College informational questions.
• Assists the Academic Technology Specialist and others with troubleshooting and documenting Learning Management System (LMS) issues and concerns.
• Provides service-centric and responsive end-user support to OCC employees and students for primary OCC services, systems, and applications that include:
  • Office 365 and its various component applications
    
    D2L-Brightspace, OCC's current LMS
  • Lazer Success
  • Account management in Active Directory
  • Colleague
  • Smart Classroom Technology
  • Printing
  • Mobile device/wireless network connectivity
  • Other applications and operating systems used throughout the college
• Troubleshoots, documents, and resolves issues and questions. Creates cases for escalated issues detailing customer information, issues, and troubleshooting steps already taken.
• Collaborates with members of the Center for Teaching and Learning Innovation team and the OCC learning community (comprised of representatives from the Coulter Library, Information Technology Services, and The Learning Center) to support OCC's LMS.
• Provides "After Hours" and "Weekend" support for the campus community as necessary.
• Informs the OCC campus community of the technology resources available and provide guidance in the effective use of such technology.
• All other duties as assigned.

• Graduation from a regionally accredited college or university with an associate's degree.
• One (1) year of work experience, or its part-time equivalent, in a Help Desk or customer support environment that includes problem analysis and/or providing direct customer support for problem/question resolution, preferably in an academic environment.
• Excellent knowledge of Windows PCs including hardware and software. Basic knowledge and understanding of non-windows devices and software.
• Familiarity with D2L-Brightspace or other Learning Management Systems.
• Excellent verbal communication skills and customer service skills.

• Graduation from a regionally accredited college or university with an associate's or bachelor'sdegree in Information Technology or a closely related field

• Thorough knowledge of PC hardware, Printers, Windows OS, MS Office, and other pertinent enterprise software applications and tools
• Demonstrated organizational and interpersonal skills
• Maintain confidentiality of protected or sensitive information
• Professional verbal and written communication skills
• Ability to handle multiple priorities concurrently
• Ability to work in a team-oriented, service-driven environment

CSEA position grade 7, anticipate salary is $48,528. Person hired for the position must meet the minimum qualifications listed here as this hire is approved through Onondaga County Civil Service.

Onondaga Community College offers agenerous and competitive benefitspackageincluding:

• New York State Local Retirement System(pension)
• Excellent health, dental, and vision insurance plans
• Onondaga Community College participates in the Public Service Loan Forgiveness program for eligible borrowers.

• Please submit resume and cover letter to be considered.
• Three professional references are required, at least one of which must be a current or former supervisor. Finalists will be notified prior to references being…