Help Desk Support Specialist

Job description

Category:: Information Technology
Department:: Campus Technology Services (CTS)
Locations:: Oswego, NY
Posted:: Jun 4, 2019
Closes:: Open Until Filled
Type:: Full-time

About SUNY Oswego:

Founded in 1861, SUNY Oswego is a public comprehensive university located in Central New York on the beautiful shores of Lake Ontario, 45 minutes from Syracuse. One of 13 comprehensive colleges in the 64-campus State University of New York (SUNY) system, SUNY Oswego is recognized nationally for its academic quality, focus on student success outcomes, and the growing diversity of its student body. Ranked 11th among public master's-level universities in the 2019 "Top Regional Universities in the North" by U.S. News and World Report, SUNY Oswego is also recognized among Princeton Review's Best Regional Colleges in the Northeast - an honor bestowed on the college every year since 2003.

Inspired by a shared commitment to excellence and the desire to transcend traditional higher education boundaries, SUNY Oswego provides a transformative experience to 8,000 undergraduate and graduate students. The college offers preeminent academic programs in the arts and sciences, business, communications, and teacher education, and its success is built on providing students outstanding educational experiences with attention to a liberal arts and sciences foundation, practical applications, interdisciplinary approaches, independent scholarly and creative work, and skills for living in multicultural and global communities.

Oswego is committed to enhancing its diversity across the entire campus community. SUNY Oswego is an Affirmative Action/Equal Opportunity Employer and is actively engaged in recruiting, supporting, and fostering a diverse community of outstanding faculty, staff and students. We encourage applications from qualified applicants regardless of race, color, national origin, religion, creed, age, disability, sex, gender identity or expression, sexual orientation, familial status, pregnancy, predisposing genetic characteristics, military status, domestic violence victim SUNY status, or criminal conviction. Please click here to see our full non-discrimination policy.

In accordance with USCIS regulations, successful applicants must be legally able to work in the United States per the Immigration Reform and Control Act of 1986.

Requests for reasonable accommodations of a disability during the application and/or interview process should be made to the Human Resources Office by calling 315-312-2230 or emailing [email protected]

For Campus Safety information, please click here to see the Annual Security and Fire Report (Clery).

SUNY Oswego is a smoke free/tobacco/e-cigarette free campus. Click here for further policy details, including education and cessation resources.

Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor's Office of Employee Relations at (518) 474-6988 or via email at [email protected]

Job Description:

Description of CTS: Campus Technology Services (CTS) is an integrated service organization caring for administrative computing, instructional computing, network services, client support and telecommunications. The department delivers a broad set of infrastructure, applications and services that are vital to the operation and mission of the College.

The Department of Campus Technology Services (CTS) at the State University of New York at Oswego invites applications for a Help Desk Support Specialist (HDSS).

Posting Date: June 4, 2019

Review Date: Review of applications will begin immediately and will continue until the position is filled.

Benefit Information: The State University of New York provides an excellent benefit package. Click here for more information on benefits for full-time United University Professions (UUP) professional staff or click here for a benefits summary.

Date of Appointment: As soon as possible.

Description of Responsibilities:

The Help Desk Support Specialist (HDSS) is primarily responsible for providing Tier I support to the campus community for a range of campus technical services and applications on both PC and Macintosh platforms.

Duties include assisting users with technology-related problems via phone calls, emails, and in person at the Help Desk. All issues are entered into a ticketing system and unresolved issues are passed to Tier II staff. The HDSS assists with training student Help Desk staff, conducting technical workshops for the campus community, and creating and maintaining documentation, self-help materials and technology news articles in printed and online formats. The HDSS should also be familiar with ITIL-based processes.

Evening and weekend work as required, especially at the start of each semester.

In addition, the Help Desk Support Specialist will be expected to display a commitment to undergraduate and/or graduate education, and possess communication and interpersonal skills sufficient to work effectively with an increasingly diverse array of students and colleagues.


Required Qualifications:

  • Bachelor's degree by time of appointment
  • Computer-related troubleshooting and problem solving capabilities at the hardware and software levels
  • Familiarity with the software and hardware on Windows and Macintosh based
  • Ability to work well under pressure
  • Excellent customer service skills
  • Ability to work collegially and effectively in a team environment
  • Ability to work evenings and weekends as required

Preferred Qualifications:

  • Experience working in a call center
  • Experience troubleshooting Windows 7/8/8.1/10, Mac OS X 10.7 to 10.14
  • Experience combating malware and virus issues
  • Experience using help desk tools such as Bomgar and ServiceNow
  • Communicating on social media and blogs for business purposes
  • Writing documentation, teaching technical trainings
  • ITIL Foundations certification

Additional Information:

If you have any questions about the position, please e-mail:

Gregory Fuller, Search Chair at [email protected]

Official transcripts are required prior to hiring. Files must be complete to be considered.

Application Instructions:

Please submit a copy of transcripts, curriculum vitae/resume, cover letter and contact information for three references electronically by clicking on the APPLY NOW button.

You may add additional files/documents after uploading your resume. After you fill out your contact information, you will be directed to the upload page. Please click here to login to check/edit your profile or to upload additional documents.

Please click CONTACT US if you need assistance applying through this website.




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Job No:
Posted: 6/5/2019
Application Due: 9/3/2019
Work Type: