Offer: IT Service Desk Specialist

IT Service Desk Specialist

IT Service Desk Specialist

About University at Albany:
Established in 1844 and designated a University Center of the State University of New York in 1962, the University at Albany's broad mission of excellence in undergraduate and graduate education, research and public service engages a diverse student body of approximately 17,000 students in nine schools and colleges across three campuses.


Located in Albany, New York, New York State's capital, the University is convenient to Boston, New York City and the Adirondacks.

Listing description
Information Technology Services (ITS) at the University at Albany seeks candidates for an IT Service Desk Specialist. The ITS Service Desk serves as the single point of contact for service requests and incidents, including, but not limited to email and collaboration, teaching and learning, identity and access management, and desktop and mobile support.
The IT Service Desk Specialist works as part of a team to quickly categorize and assign a wide variety of incoming incidents and service requests. The Service Desk Specialist follows documented protocols for referring customers to appropriate self-help, providing support, or referring to next-level support. This tiered approach ensures that work moves effectively and is escalated appropriately. The Service Desk Specialist interacts with faculty, staff, and students (via phone and tickets) who have varying levels of technology skills. She/he/they must have excellent customer service and communication skills and the capability to follow ITS protocols consistently and accurately.
The prosperous candidate has strong analytical and problem-solving skills. She/He/They stay abreast of changes in hardware, software, and applications frequently used in administrative and business, teaching and learning, and research contexts. this job offer is an excellent fit for a candidate who enjoys ensuring tickets are managed in keeping with service protocols and providing IT support on a day-to-day basis. The prosperous candidate thrives in a fast-paced environment during critical incidents or peak work periods (semester start, for example). The position will be part of an organization that is changing and maturing its service and work management protocols.

Main Responsibilities:
Service and Work Management and Customer Support

»Ensure incidents and service requests are quickly, accurately, and consistently categorized to appropriate services and assigned to designated work groups, following documented functions and responsibilities to capture and categorize incoming calls and tickets

»Follow rules and procedures for referring customers to appropriate self-help, providing support, or referring to higher-level support, as documented and directed by service owners

»Respond to incidents and service requests in a timely, complete, and consistent manner as guided by operating level agreements (OLAs) and service agreements

»Provide troubleshooting and support using documented protocols to customers with a wide variety of technology skills and with varying degrees of urgency (i.e., classroom technology needs immediate assistance)

»Work effectively as a member of a team, that also includes students, and demonstrate collective responsibility for shared functions and responsibilities
Communication and Customer Service

»Provide excellent customer service and support to customers, identifying where changes or additional guidance, protocols, or training are needed

»Demonstrate excellent listening, writing, and communication skills in tickets and on the phone

»Read and follow procedures, communicate troubleshooting steps, and determine when it is appropriate to escalate support to the next level

»Continue education, training, and consciousness to stay abreast of changes in the university's standard desktop and hardware configurations, and ITS-supported applications, including web browsers, operating systems, and applications used for business and administration, and student services
Additional Responsibilities:

»Work schedule 11:30-7:30 (Monday-Thursday) and 8:30-5:00 (Friday)

»Must be available to work a flexible schedule to accommodate coverage of service hours (7:30 a.m. -7:30 p.m.)

»Hours may vary during summer and University holidays

»Be available to provide scheduled support and consultation outside normal business hours, including occasional evenings, holidays, or weekends, within reasonable professional obligation and expectation

General Requirements:

Minimum Qualifications required

»Bachelor's degree from a college or university accredited by a U.S. Department of Education (DOE) or internationally recognized accrediting organization

»Strong analytical and troubleshooting skills

» candidates must clearly address their capability to work with a culturally diverse population in their application or during the interview

Preferred Qualifications required

»Two or more years of professional practice working in a function that provided direct end-user support to customers using web browsers, software applications or an e-mail system

»Demonstrated capability to work in a team-oriented environment, both as a team member and team leader

»Proficient communication skills, including strong writing and documentation skills

»Demonstrated capability to be self-motivated, manage multiple priorities and tasks, and work independently and within a team structure

Additional Information:
Professional Rank and income Range: Senior Staff adjunct, SL3; $55,000-60,000

Special Notes: Visa sponsorship is not available for this job offer. this job offer is not eligible for telecommuting.
The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, or Clery Act, mandates that all Title IV institutions, without exception, prepare, publish and distribute an Annual Security Report. This report consists of two basic parts: disclosure of the University's crime statistics for the past three years; and disclosures regarding the University's current campus security policies. The University at Albany's Annual Security Report is available in portable document format [PDF] by clicking this link
Pursuant to NYS Labor Law 194-A, no State entity, as defined by the Law, is permitted to rely on, orally or in writing seek, request, or require in any form, that an applicant for employment provide his or her current wage, or income history as a condition to be interviewed, or as a condition of continuing to be considered for an offer of employment, until such time as the applicant is extended a conditional offer of employment with compensation, and for the purpose of verifying information, may such requests be made. If such information has been requested from you before such time, Contact Us by the Governor's Office of Employee Relations at (518) 474-6988 or via email at .

THE UNIVERSITY AT ALBANY IS AN EO/AA/IRCA/ADA EMPLOYER

Please apply online via

Application Instructions:
candidates MUST submit the following documents:

»Resume

»Cover letter stating all the required minimum qualifications and any of the applicable preferred qualifications

»Contact information for three professional references

Note: After submitting your resume, the subsequent pages give you instructions for uploading additional documents (i.e. cover letter etc.).
This posting will remain open until the position is filled.