What are the responsibilities and job description for the Desktop Support Technician position at State University of New York at Plattsburgh?
We are seeking a motivated technician to assist with support as part of the Desktop Support team, a unit within Information Technology Services (ITS). Primary functions include extensive problem diagnosis and resolution; logging, tracking, routing and escalating service requests through our TeamDynamix service management tool; hardware and software installation; performing computer upgrades by using standard imaging and hard drive data backup/recovery tools; supporting various cloud and locally hosted applications including the Google Apps for Education Suite, JAMF and MS Office Suite; building knowledge base help articles for related applications and procedures; and assisting with training of students who support Desktop Support operations. Additionally, providing some phone, on-site and/or remote support for faculty, staff, and students as part of the ITS Desktop Support group is also expected. The Desktop Support team plays a key role in ensuring the seamless operation of hardware and software that support SUNY Plattsburgh’s mission. As a whole, ITS provides comprehensive technology support for campus needs inside and outside the classroom. This includes administrative computing, web development, integration, system support, and network infrastructure management. We also support SUNY Plattsburgh’s technology needs by providing services, tools, and facilities that keep the campus community working efficiently and create a stable, secure, and user-friendly environment. As SUNY Plattsburgh is an institution that delivers challenging and high-quality educational experiences to a diverse group of learners, the successful candidate must demonstrate an understanding of and sensitivity to diversity, inclusion, and equity-minded policies, programs, and practices.