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 and universities 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 among the top public master's-level universities in the 2023 "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 SUNY Oswego every year since 2003.
Inspired by a d commitment to excellence and the desire to transcend traditional higher education boundaries, SUNY Oswego provides a transformative experience to about 7,000 undergraduate and graduate students. The university 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. 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.

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 hr@oswego.edu.

SUNY Oswego is a smoke free/tobacco/e-cigarette free campus.

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 Office of Employee Relations at (518) 474-6988 or via email at info@oer.ny.gov.

Job Description:

Description of Department: Campus Technology Services (CTS) is an integrated service organization caring for administrative computing, instructional computing, network services, technology user 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. CTS is committed to an environment of diversity, equity and inclusion.

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

Posting Date: February 28, 2023

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

Compensation: Salary Level (SL2), commensurate with qualifications and experience.

Benefit Information: The State University of New York provides an excellent benefit package.

Date of Appointment: As soon as possible.

Location: The person hired will start onsite at the SUNY Oswego CTS Help Desk until properly trained at which time a hybrid work schedule will be established where some work days are onsite and some are remote. The hybrid work schedule will be in accordance with the SUNY-wide Telecommuting Policy.

Description of Responsibilities:

The Help Desk Support Specialist position 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. Unresolved issues are entered into a ticketing system to be resolved by Tier II staff. This position assists with training student Help Desk staff, conducting technical workshops for the campus community, and creating and maintaining documentation, self-help materials and technology updates in online formats. The HDSS should also be familiar with ITIL-based processes.

The HDSS will be expected to possess excellent communication and interpersonal skills to work effectively with the campus community and colleagues.

This position will require some evening and weekend work at the start of each semester.

SUNY Oswego works continuously to create an inclusive environment which respects, embraces, and promotes cultural safety, belonging, civil discourse, cultural humility, equality, and other values and goals outlined in SUNY Oswego's Strategic Diversity and Inclusion Plan . As such, the Help Desk Support Specialist will be expected to contribute to these efforts and possess communication and interpersonal skills necessary to engage effectively with an increasingly diverse community of students and colleagues.

Requirements:

Required Qualifications: An associate's degree at the time of hire with a minimum of one year of professional experience supporting computer hardware or software at the time of hire.

Other requirements include:

• Experience working with diverse groups/multicultural environments
• Computer-related troubleshooting and problem solving capabilities at the hardware and software levels.
• A familiarity with software and hardware on the Windows platform.
• Experience working in a team environment
• Excellent customer service skills
• Excellent communication skills

Preferred Qualifications: using help desk tools such as Bomgar and ServiceNow, writing documentation, teaching technical trainings and ITIL Foundations certified.

• Bachelor's degree at the time of hire
• A familiarity with software and hardware on the Macintosh platform.
• An understanding of ITIL processes/ITIL Foundations certified.
• Experience working at a call center and/or providing desktop support
• In-person, phone, and remote desktop support experience
• Experience working with various operating systems: Windows, Mac, Chrome OS, iOS, Android
• Experience using support and ticketing tools such as Bomgar and ServiceNow
• Experience writing technical communications and/or documentation
• Adaptability to changing technical situations
• Teaching or presenting on technical topics

At SUNY Oswego we value the diversity found in each member of our campus community and strive to create a community where that diversity is embraced and enhanced. Recognizing the strength of diversity, our mission is to foster an environment which respects, embraces and promotes cultural competence, civil discourse and active engagement in developing an inclusive and vibrant community of scholars who act as transformational agents of change and responsible citizens of the world. For more information see SUNY Oswego's Strategic Diversity and Inclusion Plan.

As a candidate seeking consideration you are asked to submit a separate statement specifically addressing how your commitment to diversity, equity and inclusion has been evidenced in your career experience and professional activity, and/or community service (volunteer work, etc.), and/or professional development. (Please see Application Instructions)

Additional Information:

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

Brandon Canale, Search Chair at: brandon.canale@oswego.edu

Visa sponsorship not available for this position.

Application Instructions:

To Apply Submit:

• Cover letter addressing qualifications
• A separate statement describing your commitment to diversity, equity, and inclusion in your professional experience or personal life or community engagement
• Resume or CV
• Copy of unofficial (or copy of official) transcript for required degree showing degree awarded and date conferred
• Contact information for three professional references

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Official transcripts are required at time of appointment.

All required documents must be uploaded in order for your application to be reviewed and considered.