Technology Support Specialist I

The role of a Technical Support Specialist I within our organization is to serve as the first point of contact for customers seeking technical assistance over the phone, email or in-person. This role will help support computer systems, hardware, and software for students, faculty, staff, and other constituents of the Colleges.

Essential Responsibilities:

• Serving as the first point of contact for customers seeking technical assistance over the phone, email or in-person.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions.
• Support peers in installing, configuring, and updating hardware and software on mobile devices, printers, laptops, desktops, classroom technology, etc.
• Providing regular maintenance to existing hardware and computer systems.
• Creating, updating and/or maintaining technology or service documentation.
• Providing recommendations for improvements to operational efficiency that will result in better service to constituents of the Colleges.
• Testing, assessing, and learning about updates and new technology.
• Assisting in the training of student staff.
• Other duties and projects as assigned.
• Strengthen digital literacy skills through education and the application of digital technologies in order to effectively engage in information gathering, utilization, and data management while promoting a security culture.
• Must complete all required federal, state, institution, and department training.
• Engages in a planned program of professional development. Continually maintains skills and knowledge relative to the position and technology industry, including best practices, evolving operational requirements, and industry trends.
• The ability to develop knowledge of, respect for, and have the skills to engage with those of other cultures or backgrounds is required.
• Demonstrate knowledge of the Colleges’ educational philosophy and mission.
• Performs other related duties as required.

Other Information:

This is a full-time, 12-month, benefits-eligible position. This position description is not all-inclusive as other tasks or responsibilities may be assigned. Work hours are 8:30 a.m. to 5:00 p.m. during the academic year, with a possible shortened workweek during the scheduled summer hours’ time period. Some on-call hours may be required. Occasional weekend and evening hours may be necessary. Hourly rate pay range: $17.95- 23.08

Our location in the heart of the Finger Lakes allows faculty, staff and students to live and work collaboratively on the banks of a resource-rich lake. Student-athletes play for 30 varsity teams boasting 24 national titles, including the 2023 and 2024 NCAA DIII Men’s Ice Hockey Championships. With three graduate programs, students can build on their undergraduate degree with a Master of Arts in Higher Education Leadership, Master of Arts in Teaching, or a Master of Science in Management. Together, the experiences and mentorship at HWS prepare students to lead lives of consequence.

• 1-3 years technical support experience, or the equivalent combination of experience, education and training.
• Experience with both Windows and Apple operating systems.
• A , ITIL, or similar certifications are preferred.
• Must work well under pressure and have excellent customer service skills, including the ability to communicate technical processes to non-technical individuals.
• The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.

The Colleges are an equal employment opportunity employer and prohibit discrimination and harassment in their programs and activities against employees or applicants based on race (including traits historically associated with race, such as hair texture and protective hairstyles), color, religion, creed, national origin, ancestry, sex (including pregnancy, childbirth, or related medical conditions), gender, gender identity or expression, age, sexual orientation, physical or mental disability, citizenship, genetic information or predisposing genetic characteristics, marital status, familial status, domestic violence victim status, caregiver status, military status, including past, current, or prospective service in the uniformed services, social class, or any other category or characteristic protected by applicable law.