Help Desk Associate

SUNY Delhi is seeking an experienced, energetic, engaging and collaborative individual to work as part of a team that provides timely hardware, software and peripheral support to the SUNY Delhi community.

As part of the first point of contact team, the Instructional Support Associate provides first-level IT support to end users by phone, email, and in person. The role requires strong customer service, analytical, and problem-solving skills to assist with a wide range of technical issues and escalate requests to higher-level support when appropriate. The position also supervises and trains student employees and provides oversight of support activities, ensuring tickets are accurate and service procedures are followed.

List of duties include:

• Provides excellent customer service to support campus services which include, but are not limited to, email, self-service web portal, supported web applications, classroom troubleshooting, event setup, printer support, training and troubleshooting of software and hardware.
• Diagnose and resolve basic and complex problems; respond to escalated problems from clients; perform triage; provide remote problem resolution when possible; dispatch tickets to appropriate groups throughout CIS or vendors for resolution.
• Effective customer service skills to ensure customer satisfaction and an effective user experience that include effectively listening and asking questions to ensure understanding of the end-user's reported problem, ability to maintain composure and focus during high call volume periods and patience when working with frustrated customers.
• Ability to listen and communicate with customers over the phone, in person and by e-mail/ticket system.
• Supervise Help Desk Assistants (student workers) on a daily basis. Providing training, correction and encouragement.
• Create student work schedules. Track any deviations to the schedule. Approve student time sheets.
• Strong writing skills to gather, analyze, and document customer-provided information, and to develop clear, effective documentation and how-to guides.
• Ability to follow procedures to enter issue into ticket system while documenting all troubleshooting steps and when appropriate, escalate queries to the next support level.
• Supports printer setup, installation, and troubleshooting, assists with the student print management system, and helps manage printer inventory, supplies, and service coordination.
• Create and present trainings for the campus on current and upcoming technologies and tools.
• Continuing education, training, and awareness to stay abreast of changes in operating systems, technology and campus applications.
• Support the campus during core business hours as well as Help Desks' extended hours and days.
• Provide support for campus events. This may involve occasional evening or weekend availability to either report to campus or respond remotely.

• Associates degree or a combination of education, certifications and experience will be considered.
• Strong customer service skills and the ability to communicate effectively in oral and written form with technical and non-technical customers and coworkers.
• Excellent attention to detail and follow-through.
• A positive personality who is teachable, energetic, well-organized, self-directed and task oriented.
• Demonstrate a strong work ethic, flexibility and a willingness to collaborate as a member of a larger team.
• Experience using and supporting Microsoft Windows

Preferred Qualifications:?

• Bachelor's degree or a combination of education, certifications and experience will be considered.
• Two or more years of professional experience in technical support or instructional technology support role.
• Management/Leadership experience.
• Experience in technical support or instructional technology support role.
• Proficiency with and management of the life-cycle of a ticket through a ticket management system. TeamDynamix experience is a plus.
• Experience with Microsoft 365 Apps.
• Experience with Papercut and Canon DMCs.
• Experience documenting new and existing processes as well as updating existing documentation when changes are necessary.
• Ability to handle spontaneous work demands while undertaking projects that require advance planning.

• $51,261 (SL2), commensurate with experience and qualifications
• Full-time, 12-month position
• Budget Title: Instructional Support Associate
• Reports to: Manager of Customer Support Services
• Work Schedule: Monday - Friday days, occasional evening and weekend monitoring, infrequent on-site off hours.
• This position offers full New York State UUP (FT), benefits which are among the most comprehensive in the country
• Click here to learn more about SUNY's generous benefits