Unclassified - Saratoga Springs, NY
posted 4 months ago
Empire State University, Office of Information Technology Services, is seeking a full-time IT Service Desk Technician (State Title: Instructional Support Associate) at one of our New York state locations. In this role, you will be instrumental 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. As an IT Service Desk Technician, you will provide first-level technical support and assistance to end-users via phone, email, live chat, and our ticketing system. Your role will involve delivering excellent customer service, ensuring a positive experience for all users. You will troubleshoot and resolve hardware, software, and network issues promptly and efficiently, utilizing strong problem-solving skills. Collaboration with other IT teams will be essential to escalate and resolve complex technical issues. Additionally, you will create and maintain documentation for IT procedures, solutions, and best practices to facilitate knowledge sharing and continuous improvement. You will also provide support for all university enterprise applications and services, liaising with other student support professionals at the university to enhance overall student support. In cases where issues cannot be resolved at the Tier 1 level, you will escalate incidents to the appropriate technician.