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.

Information Technology Services (ITS) at the University at Albany seeks applicants 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 range 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 ability to follow ITS protocols consistently and accurately.
The successful 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 position 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 successful 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.
Primary Responsibilities
Service and Work Management and Customer Support

• 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
• Work effectively as a member of a team, that also includes students, and demonstrate collective responsibility for shared roles and responsibilities
• Ensure incidents and service requests are quickly, accurately, and consistently categorized to appropriate services and assigned to designated work groups, following documented roles and responsibilities to capture and categorize incoming calls and tickets
• Provide troubleshooting and support using documented protocols to customers with a wide range of technology expertise and with varying degrees of urgency (i.e., classroom technology needs immediate assistance)
• Respond to incidents and service requests in a timely, complete, and consistent manner as guided by operating level agreements (OLAs) and service agreements

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
• Continue education, training, and awareness 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
• Read and follow procedures, communicate troubleshooting steps, and determine when it is appropriate to escalate support to the next level

Additional Responsibilities

• Must be available to work a flexible schedule to accommodate coverage of service hours (7:30 a.m. -7:30 p.m.)
• Be available to provide scheduled support and consultation outside normal business hours, including occasional evenings, holidays, or weekends, within reasonable professional obligation and expectation
• Hours may vary during summer and University holidays
• Work schedule 11:30-7:30 (Monday-Thursday) and 8:30-5:00 (Friday)

Requirements
Minimum Qualifications:

• Strong analytical and troubleshooting skills
• Bachelor's degree from a college or university accredited by a U.S. Department of Education (DOE) or internationally recognized accrediting organization
• Applicants must clearly address their ability to work with a culturally diverse population in their application or during the interview

Preferred Qualifications

• Demonstrated ability to be self-motivated, manage multiple priorities and tasks, and work independently and within a team structure
• Two or more years of professional experience working in a role that provided direct end-user support to customers using web browsers, software applications or an e-mail system
• Proficient communication skills, including strong writing and documentation skills
• Demonstrated ability to work in a team-oriented environment, both as a team member and team leader

Additional Information
Professional Rank and Salary Range: Senior Staff Assistant, SL3; $55,000-60,000
Special Notes: Visa sponsorship is not available for this position. This position 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 http://police.albany.edu/ASR.shtml
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 salary 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, please contact the Governor's Office of Employee Relations at (518) 474-6988 or via email at [email protected].
THE UNIVERSITY AT ALBANY IS AN EO/AA/IRCA/ADA EMPLOYER
Please apply online via https://albany.interviewexchange.com/jobofferdetails.jsp?JOBID=159741
Application Instructions
Applicants MUST submit the following documents:

• Resume
• Contact information for three professional references
• Cover letter stating all the required minimum qualifications and any of the applicable preferred qualifications

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.
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