IT Service Desk Technician

$47,500 - $49,000/Yr

Unclassified - Saratoga Springs, NY

Full-time - Entry Level

Remote - Saratoga Springs, NY

About the position

Empire State University, Office of Information Technology Services, seeks a full-time IT Service Desk Technician (State Title: Instructional Support Associate) at one of our New York state locations. As an IT Service Desk Technician at Empire State University, you will play a crucial role in providing technical support and assistance at SUNY's leading online institution. The ideal candidate will possess exceptional customer service skills and have the ability to effectively communicate with individuals from diverse backgrounds. This position offers the opportunity to work in a dynamic and collaborative environment, supporting the IT needs of students, faculty, and staff. You will be responsible for troubleshooting technical issues, enhancing support processes, and delivering outstanding service to the university community. In this role, you will provide first-level technical support and assistance to end-users via phone, email, live chat, and our ticketing system. You will deliver excellent customer service, ensuring a positive experience for all users. Troubleshooting and resolving hardware, software, and network issues promptly and efficiently will be a key part of your responsibilities, utilizing strong problem-solving skills. You will collaborate with other IT teams to escalate and resolve complex technical issues, create and maintain documentation for IT procedures, solutions, and best practices to facilitate knowledge sharing and continuous improvement, and provide support for all university enterprise applications and services. Additionally, you will liaise with other student support professionals at the university to enhance overall student support and escalate incidents to the appropriate technician when unable to resolve issues at Tier 1 level.

Responsibilities

• Provide first-level technical support and assistance to end-users via phone, email, live chat, and our ticketing system.
• Deliver excellent customer service, ensuring a positive experience for all users.
• Troubleshoot and resolve hardware, software, and network issues promptly and efficiently, utilizing strong problem-solving skills.
• Collaborate with other IT teams to escalate and resolve complex technical issues.
• Create and maintain documentation for IT procedures, solutions, and best practices to facilitate knowledge sharing and continuous improvement.
• Provide support for all university enterprise applications and services.
• Liaison with other student support professionals at the university to enhance overall student support.
• Escalate incidents to the appropriate technician when unable to resolve issues at Tier 1 level.

Requirements

• Associate degree or equivalent, or a minimum of two years of relevant technical experience.
• A minimum of two years of customer service experience.
• Excellent verbal and written communication skills with attention to detail.

Nice-to-haves

• Bilingual and biliterate in Spanish and English.
• Excellent interpersonal skills and ability to empathize with concerned customers.
• Experience working collaboratively as part of a team.
• Experience working in customer service.
• Familiarity with ITSM ticketing systems.
• Strong troubleshooting skills (system-level).
• Attention to detail in the troubleshooting processes.
• Ability to multitask and maintain a calm demeanor in high stress situations.
• Familiarity with basic web and digital literacy concepts.
• Experience using remote support tools (i.e. Bomgar, VPN, RDP, etc.).
• Working knowledge of web browser functionality (Firefox, Google Chrome, Microsoft Edge, Safari).
• Working knowledge of Windows OS and Apple OSX and iOS.
• Working knowledge of mobile devices: iOS and/or Android.
• Working knowledge of Microsoft 365 and Microsoft Office, including Visio and Project.
• Working knowledge of virtual environments including Microsoft Teams and Zoom.
• Additional experience or familiarity with Brightspace or other Learning Management Systems.
• Familiarity with ITIL and ITSM frameworks for service management.

Benefits

• NYS health insurance
• Free dental and vision
• Competitive retirement options
• Generous vacation, sick and holiday accruals
• Strong emphasis on work-life balance
• Professional-development activities for professionals and support staff.