Job Description

Computer Desktop Support Specialist (3 positions)

Computer Desktop Support Specialist (3 positions)

About University at Albany:
Established in 1844 and designated a University Center of the State University of New York in 1962, the University at Albany's broad mission of excellence in undergraduate and graduate education, research and public service engages a diverse student body of approximately 17,000 students in nine schools and colleges across three campuses.


Located in Albany, New York, New York State's capital, the University is convenient to Boston, New York City and the Adirondacks.

Listing description
Information Technology Services (ITS) at the University at Albany seeks candidates for a Computer Desktop Support Specialist. this job offer serves as an initial responder and works directly with users/customers on behalf of many ITS services. Field support work is varied and provides an efficient approach to providing initial response and critical feedback from the customer to the service manager.
Computer Desktop Support Specialists respond quickly by supporting, diagnosing, and resolving incidents and service requests related to all types of desktop and mobile devices, peripherals, AV and recording/broadcasting technology and telephones. A variety of online and physical tools are used to resolve incidents across all three campuses in faculty/staff offices, conference rooms, classrooms, research labs, and athletics venues.
this job offer reports to the Manager of the Field Support Group. The prosperous candidate has excellent customer service and communication skills, the capability to work effectively under challenging times and technology constraints, and the expertise to work with a variety of hardware, tools, and applications. The prosperous candidate must be able to accommodate a varied work schedule to support athletic and other events outside normal business hours. He/She/They must be able to work independently and as a member of a team.
Main Responsibilities:

»Initial response to provide support to desktops and mobile devices and a wide variety of ITS services:

»Set up and configure university-supported hardware, operating systems, and applications to maintain desktops and mobile devices, peripherals, AV and recording/broadcasting technology (including cabling, wiring, terminations, networking, and programming), and telephones.

»Diagnose and resolve operating system (Windows, Macintosh, Linux), application, and connectivity problems for desktops and mobile devices, peripherals, AV and recording/broadcasting technology, and telephones.

»Perform hardware lifecycle and maintenance service activities for supported offices, classrooms, conference rooms, and telephones.

»Assist with software and applications maintenance, upgrades, and installations when necessary.

»Assist, diagnose, and resolve incidents and service requests in faculty/staff offices, classrooms, conference rooms, and research labs located across three campuses using a variety of modes of support (including conferencing tools, in-person, or both).

»Provide excellent, timely, and effective customer service.

»Support the user practice with desktops and mobile devices, peripherals, AV and recording/broadcasting technology and telephones, and with enterprise software and applications and provide feedback to the service manager on where the user practice should be changed or improved.

»Provide on-site primary support for designated Athletics and other University events outside normal business hours, including evenings and weekends.

»Service and work management:

»Contribute to the creation/updating of customer and internal documentation and pertinent workflows.

»Utilize the appropriate tools and apply established best practices to manage day-to-day operations, service activities, and projects.

»Contribute to continuous process and work management improvement by recommending new best practices, efficiencies, or changed workflows.

»Ensure established Operating Level Agreements (OLAs) and Service Level Agreements (SLAs) are followed consistently.

General Requirements:

Minimum Qualifications required

»A Bachelor's degree at the time of hire from a college or university accredited by a U.S. Department of Education (DOE) or by an internationally recognized accrediting organization OR an Associate degree and two years of full-time practice supporting, installing, configuring, and troubleshooting IT equipment.

»Working expertise of common desktop and mobile devices, operating systems (Windows, Macintosh, Linux), productivity applications software (i.e., Microsoft Office), and conferencing tools such as Zoom or Teams.

»The capability to work with customers with varying levels of computer skills from beginner to advanced users.

»Strong writing and documentation skills.

»Demonstrated capability to be self-motivated, to manage multiple priorities and tasks, and to work independently and within a team structure.

» candidates must clearly address their capability to work with a culturally diverse population in their application or interview.

Preferred Qualifications required

»One+ year working with remote tools related to endpoint management systems like MECM and/or JAMF.

» practice with wiring audio-visual presentation systems.

» practice formulating programming code for Crestron and Extron (or similar) control systems.

»Demonstrated practice with basic networking connectivity (wired and wireless) and in basic network repairs (i.e., cable terminations, jack repair, etc.).

» practice in support and installations of lecture capture and videoconferencing solutions (i.e., Cisco, Tandberg), web-conferencing applications (i.e., Zoom in the classroom and conference room settings), and related methods used for communication and collaboration.

»Dell certification.

» practice working in a college or university IT unit.

Additional Information:
Professional Rank and income Range: Lead Programmer/Analyst, SL3; $60,000-65,000
Special notes:

»Visa sponsorship is not available for this job offer.

»This is an on-site position and is not eligible for remote work.

»Work schedule will vary depending on scheduled events and service needs at the three campus locations and designated athletics events.
The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, or Clery Act, mandates that all Title IV institutions, without exception, prepare, publish and distribute an Annual Security Report. This report consists of two basic parts: disclosure of the University's crime statistics for the past three years; and disclosures regarding the University's current campus security policies. The University at Albany's Annual Security Report is available in portable document format [PDF] by clicking this link
Pursuant to NYS Labor Law 194-A, no State entity, as defined by the Law, is permitted to rely on, orally or in writing seek, request, or require in any form, that an applicant for employment provide his or her current wage, or income history as a condition to be interviewed, or as a condition of continuing to be considered for an offer of employment, until such time as the applicant is extended a conditional offer of employment with compensation, and for the purpose of verifying information, may such requests be made. If such information has been requested from you before such time, Contact Us by the Governor's Office of Employee Relations at (518) 474-6988 or via email at .

THE UNIVERSITY AT ALBANY IS AN EO/AA/IRCA/ADA EMPLOYER

Please apply online via

Application Instructions:
candidates MUST submit the following documents:

»Resume

»Cover letter stating all the required minimum qualifications and any of the applicable preferred qualifications

»Contact information for three professional references

Note: After submitting your resume, the subsequent pages give you instructions for uploading additional documents (i.e. cover letter etc.).
This posting will remain open until the position is filled.

Job Tags

Full time, Work at office, Afternoon shift

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