Job Description

Job Description:

BROAD FUNCTION

The Technical Specialist - IT Helpdesk provides initial front-line technical support to the campus community for Onondaga Community College supported systems, services, and hardware. OCC's Technical Specialist - IT Heldpesk responds to queries, troubleshoots issues, isolates problems, and determines and implements solutions or escalates to appropriate support area for further troubleshooting. Technical assistance and customer support is provided via phone, email, remote, chat, and face-to-face to the OCC campus community.



MAJOR RESPONSIBILITIES

Manages support through phone, email, chat, and walk-in traffic for the IT- Helpdesk which includes assisting users with questions, problems, and issues in the use of OCC services, systems, applications, and general College informational questions.
Assists the Academic Technology Specialist and others with troubleshooting and documenting Learning Management System (LMS) issues and concerns.
Provides service-centric and responsive end-user support to OCC employees and students for primary OCC services, systems, and applications that include:
Office 365 and its various component applicationsD2L-Brightspace, OCC's current LMS
Lazer Success
Account management in Active Directory
Colleague
Smart Classroom Technology
Printing
Mobile device/wireless network connectivity
Other applications and operating systems used throughout the college

Troubleshoots, documents, and resolves issues and questions. Creates cases for escalated issues detailing customer information, issues, and troubleshooting steps already taken.
Collaborates with members of the Center for Teaching and Learning Innovation team and the OCC learning community (comprised of representatives from the Coulter Library, Information Technology Services, and The Learning Center) to support OCC's LMS.
Provides "After Hours" and "Weekend" support for the campus community as necessary.
Informs the OCC campus community of the technology resources available and provide guidance in the effective use of such technology.
All other duties as assigned.

Requirements:

MINIMUM QUALIFICATIONS

Graduation from a regionally accredited college or university with an associate's degree.
One (1) year of work experience, or its part-time equivalent, in a Help Desk or customer support environment that includes problem analysis and/or providing direct customer support for problem/question resolution, preferably in an academic environment.
Excellent knowledge of Windows PCs including hardware and software. Basic knowledge and understanding of non-windows devices and software.
Familiarity with D2L-Brightspace or other Learning Management Systems.
Excellent verbal communication skills and customer service skills.

PREFERRED QUALIFICATIONS

Graduation from a regionally accredited college or university with an associate's or bachelor's degree in Information Technology or a closely related field
D2L-Brightspace administration experience.

KNOWLEDGE, SKILLS, AND ABILITIES

Thorough knowledge of PC hardware, Printers, Windows OS, MS Office, and other pertinent enterprise software applications and tools
Demonstrated organizational and interpersonal skills
Maintain confidentiality of protected or sensitive information
Professional verbal and written communication skills
Ability to handle multiple priorities concurrently
Ability to work in a team-oriented, service-driven environment

Additional Information:

CSEA position grade 7, anticipate salary is $48,528. Person hired for the position must meet the minimum qualifications listed here as this hire is approved through Onondaga County Civil Service.

Onondaga Community College offers a generous and competitive benefits package including:

New York State Local Retirement System (pension)
Excellent health, dental, and vision insurance plans
Onondaga Community College participates in the Public Service Loan Forgiveness program for eligible borrowers.

Application Instructions:

Please submit resume and cover letter to be considered.
Three professional references are required, at least one of which must be a current or former supervisor. Finalists will be notified prior to references being contacted.