IT Technology Support Analyst

Position: IT Technology Support Analyst - Onondaga Community College
Job Description:

BROAD FUNCTION

The IT Technology Support Analyst provides general hardware, software and printer technical support; formulates internal team processes and procedures; facilitates and performs work order requests; and responds to customer support via face-to-face and through various technological methods. This position is responsible for implementing state of the industry operational efficiencies and effective project management and customer support.

MAJOR RESPONSIBILITIES

* Provide IT support to the College's broad community, working directly within the IT Services team. Responsibilities include technical analysis, troubleshooting, end-user assistance, project coordination, and implementing process improvements.

* This position provides technical support and administration to the following areas:

* Standardized PCs, laptops and printers

* Mobile devices/wireless network connectivity

* Standardized software applications and operating systems

* Standardized computing image development

* Configuration management systems

* Directory services

* General departmental data systems

* General departmental software systems

* Departmental CRM systems

* Effectively serves as a project lead for specific IT projects and implementation plans.

* Conducts thorough and extensive research focused on the development of future IT projects in support of IT departmental goals and objectives.

* Conducts proper and professional management practices being mindful of appropriate business principles.

* Stays current with general technology trends and emerging technology as required by the college and department.

Requirements:

MINIMUM QUALIFICATIONS

* Bachelor's degree in Information Technology or a related field from a regionally accredited college, university or foreign equivalent, plus a minimum of three (3) years of related work experience; or an equivalent combination of education and experience.

PREFERRED QUALIFICATIONS

* Experience with Microsoft Configuration Manager and Microsoft Intune

* Proficiency in Microsoft 365 administration and support

* Background in Group Policy creation and implementation

* Experience supporting macOS devices and administration via JAMF

* Familiarity with Advanced Threat Protection solutions

* Industry certifications such as:

* CompTIA A+

* Microsoft Certifications (e.g., MCSA, MCSE, or equivalent)

* Help Desk Institute (HDI) certifications

KNOWLEDGE,

SKILLS AND ABILITIES

Proficient technical knowledge related to PC hardware/software, printer hardware, and supporting administrative systems

* Ability to develop new and innovative processes in support of continuous improvement

* Strong oral and written communications skills

* Proven ability to successfully operate within a customer service framework

* Proven ability to successfully complete multiple projects within scope, budget and schedule.

* Experience with operational change and problem management procedures

* Knowledge and experience in project management principles and practice

* Ability to work in and embrace a team-focused environment

* Excellent interpersonal and customer service skills

* Flexibility to adapt and thrive in a progressive and changing work environment

Additional Information:

* Salary range is: $44,000 - $55,000, commensurate with credentials and relevant experience.

* Onondaga Community College offers a generous and competitive benefits package including:

* New York State Local Retirement System (pension) or an Optional Retirement Plan (401a).

* Excellent health, dental, and vision insurance plans (qualifying domestic partner included).

* Onondaga Community College participates in the Public Service Loan Forgiveness program for eligible borrowers.

Application Instructions:

* To be considered, please submit a resume and cover letter at time of application.

* The three (3) references listed on the application must be professional references, one of which must be a current or former supervisor. Finalists will be contacted prior to references being checked.

* Offers are contingent upon the completion of a background check, and official transcripts are required upon hire.

Please contact hr if you have questions