The Help Desk Support Specialist (HDSS) is primarily responsible for providing Tier I support to the campus community for a range of campus technical services and applications on both PC and Macintosh platforms.
Duties include assisting users with technology-related problems via phone calls, emails, and in person at the Help Desk. All issues are entered into a ticketing system and unresolved issues are passed to Tier II staff. The HDSS assists with training student Help Desk staff, conducting technical workshops for the campus community, and creating and maintaining documentation, self-help materials and technology news articles in printed and online formats. The HDSS should also be familiar with ITIL-based processes.
Evening and weekend work as required, especially at the start of each semester.
In addition, the Help Desk Support Specialist will be expected to display a commitment to undergraduate and/or graduate education, and possess communication and interpersonal skills sufficient to work effectively with an increasingly diverse array of students and colleagues.
To Apply: Please submit a copy of transcripts, curriculum vitae/resume, cover letter and contact information for three references to:
Official transcripts are required prior to hiring. Files must be complete to be considered.
Description of CTS: Campus Technology Services (CTS) is an integrated service organization caring for administrative computing, instructional computing, network services, client support and telecommunications. The department delivers a broad set of infrastructure, applications and services that are vital to the operation and mission of the College.
Description of SUNY Oswego: Founded in 1861, SUNY Oswego is a public comprehensive university located in Central New York on the beautiful shores of Lake Ontario, 45 minutes from Syracuse. One of 13 comprehensive colleges in the 64-campus State University of New York (SUNY) system, SUNY Oswego is recognized nationally for its academic quality, focus on student success outcomes, and the growing diversity of its student body. Ranked 11th among public master’s-level universities in the 2019 "Top Regional Universities in the North" by U.S. News and World Report, SUNY Oswego is also recognized among Princeton Review’s Best Regional Colleges in the Northeast – an honor bestowed on the college every year since 2003.
Inspired by a shared commitment to excellence and the desire to transcend traditional higher education boundaries, SUNY Oswego provides a transformative experience to 8,000 undergraduate and graduate students. The college offers preeminent academic programs in the arts and sciences, business, communications, and teacher education, and its success is built on providing students outstanding educational experiences with attention to a liberal arts and sciences foundation, practical applications, interdisciplinary approaches, independent scholarly and creative work, and skills for living in multicultural and global communities.
Oswego is committed to enhancing its diversity across the entire campus community. SUNY Oswego is an Affirmative Action/Equal Opportunity Employer and is actively engaged in recruiting, supporting, and fostering a diverse community of outstanding faculty, staff and students. We encourage applications from qualified applicants regardless of race, color, national origin, religion, creed, age, disability, sex, gender identity or expression, sexual orientation, familial status, pregnancy, predisposing genetic characteristics, military status, domestic violence victim SUNY status, or criminal conviction. Please see our full non-discrimination policy, https://www.oswego.edu/title-ix/non-discrimination-policy.
In accordance with USCIS regulations, successful applicants must be legally able to work in the United States per the Immigration Reform and Control Act of 1986.
Requests for reasonable accommodations of a disability during the application and/or interview process should be made to the Human Resources Office by calling 315-312-2230 or emailing firstname.lastname@example.org.
Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. 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@example.com.
Bachelor’s degree by time of appointment
Computer-related troubleshooting and problem solving capabilities at the hardware and software levels
Familiarity with the software and hardware on Windows and Macintosh based
Ability to work well under pressure
Excellent customer service skills
Ability to work collegially and effectively in a team environment
Ability to work evenings and weekends as required
Experience working in a call center
Experience troubleshooting Windows 7/8/8.1/10, Mac OS X 10.7 to 10.14
Experience combating malware and virus issues
Experience using help desk tools such as Bomgar and ServiceNow
Communicating on social media and blogs for business purposes
With a student body of 8,000 students, the State University of New York at Oswego is large enough to offer more than 110 programs of study yet small enough for students to form lifelong bonds with each other and their professors and mentors. Learning-centeredness is Oswego's organizing principle for decisions about responsibilities, activities, resources, and academic and physical environments as the college addresses the widening missions of public higher education in the 21st century and continues to advance the public good. Students study in the College of Liberal Arts and Sciences; School of Business; School of Communication, Media and the Arts; and School of Education as well as innovative interdisciplinary programs that cross traditional boundaries. Oswego opens doors for students with highly rated experiential learning and study-abroad opportunities.The state has invested more than $800 million in campus renewal at Oswego since 2000, bringing new luster and technologies to old buildings and adding wholly new state-of-the-art facilities. The college's new construction is all designed to meet the LEED Gold standard of the U.S. Green Building Council.Inspired by a shared commit...ment to excellence and the desire to transcend traditional higher-education boundaries, SUNY Oswego strives to be a premier institution that provides a transformative experience to a diverse body of students, empowering them to live ethical and meaningful lives and build a better world. Strong traditionThe college was founded in 1861 as a teacher training school by Edward Austin Sheldon, who embraced and popularized some of the most innovative teaching methods of his day. Oswego became one of the State University of New York's founding members in 1948 and evolved into a full-fledged arts and sciences university college in the SUNY system by 1962, when it entered a period of rapid growth: as enrollment soared, 29 new buildings opened in the 1960s alone.The legacy of 19th century founder Edward Austin Sheldon still underpins the college's identity and invigorates its vision. Sheldon built a powerful public asset to meet the needs of rising populations and was one of the original adopters of experiential learning as a compelling pedagogy. LocationThe college's 690-acre campus, featuring nearly a mile of Great Lake shorefront, is scenic every season of the year. Lake Ontario with its connected waterways and natural beauty is the focal point for world-class sports fishing, outstanding opportunities for outdoor enthusiasts, community parks, living history through maritime museums and Fort Ontario, and festivals like Oswego's Harborfest as well as a thriving port. To the north are the Thousand Islands of the St. Lawrence Seaway, to the south the vineyards of the Finger Lakes. Syracuse is the metropolitan cultural hub for Central New York, a 45-minute drive from Oswego. Its international airport is closer still. SUNY Oswego also has a branch campus in Syracuse, where it offers degree completion programs at the undergraduate and graduate levels.Welcome Videohttps://www.youtube.com/watch?v=BaPSio0v2JYFast Facts http://www.oswego.edu/about/facts.htmlAccreditations http://www.oswego.edu/about/facts/accreditations.htmlInteractive Map http://www.oswego.edu/about/visit/maps/campus/index.html#placemarks//zoom/16/lat/undefined/lon/undefinedFollowing State University of New York at Oswego on Twitter https://twitter.com/sunyoswego