Reports To: Service Desk Manager

Position Type: Full-time, 12 Month

Standard Hours: 40 hours / week

FLSA Status: Non-Exempt

Classification: Support Staff

Summary:

Responsible for developing the methodology and daily management of the processes and applications that directly support the activities of the IT Support Center staff. This would include effective and timely development, deployment, and support, of the resources that are leveraged by the Support Center staff such as the Service Desk application, desktop imaging, and software packaging. This would include acting as a mentor to the Support Center staff for all desktop systems, application, peripherals or other technologies as required by the student, academic, or business communities of Keuka College. In addition, responsible for the management and enhancements of all classrooms on campus working in conjunction with academic affairs.

Essential Responsibilities:

• Develop the methodology, manage the implementation, and coordinate the tools utilized by the Support Center staff to provide the highest levels of technical and customer support to all departments and personnel associated with Keuka College.
• Maintain a high level of proficiency deploying the computer image(s) across the desktop fleet.
• Manage technology assets (both hardware and software) that are currently deployed.
• Review utilities / applications for their effectiveness to include how these applications would be integrated into the current classroom and lab environment.
• Serve as mentor and technical lead within a dynamic and effective Helpdesk / desktop team, providing insight and guidance on how new hardware and applications will be integrated across campus.
• Develop technical designs, manage installation and ongoing support of classroom computing and display control systems.
• Support cross-departmental review of emerging technologies related to multimedia and control systems.
• Document and develop training guides in support of the utilities managed within this role.
• Keenly focus on the highest levels of service and customer satisfaction.
• Provide Operating Systems Support for MAC OS 13.X, to include design, installation, upgrade and remedial support.
• Provide Operating Systems Support for Microsoft Windows OS to include design, installation, upgrade, and remedial support.
• Setup and manage users, as an operator, in Windows domain, LDAP, and E-mail Systems.
• Provide Applications Support on all MAC and Windows Platform, to include installation, upgrade, and remedial support.
• Provide hardware support for all MAC, Intel, or other platforms, to include design, installation, upgrade, and remedial support.
• Configure Desktop Network.
• Install, configure, upgrade, and troubleshoot Desktop Network issues, to include, TCP/IP, VPN, DNS, or DHCP.
• Serve as Instructor, in both formal and informal setting for all Applications, Operating Systems, Hardware, or other IT related issues.
• Create meaningful documentation on Hardware, Applications, Systems and procedures.
• Serve as Team member and contributor for major IT Initiatives and Projects and a dynamic member of the IT Support Center team, proficient in all responsibilities.
• Maintain consistent performance and productivity levels in accordance with established metrics and standards.
• Available for on-call rotation.
• As needed, provide cross coverage with other members of the IT staff.
• Responsible for ensuring that assigned tasks are completed in compliance with various institutional and regulatory requirements.
• Maintain a professional and courteous attitude at all times towards co-workers, internal and external customers, representing Keuka College, its programs, policies, and procedures in a positive and professional manner. Maintain effective working relationships to ensure institution-wide teamwork.
• Attend provided/necessary training and other meetings to support effectiveness within the position as required.
• Consistently demonstrate high standards of integrity by supporting the Keuka College mission, vision, and values and adhering to institutional policies.
• Maintain a high regard for student privacy in accordance with the FERPA privacy policies and procedures.
• Regular and reliable attendance is expected and required.
• Perform other functions as assigned by management.

Minimum Qualifications:

Bachelors preferred or a minimum of 4 -5 years related experience.

Industry Training towards Certification in Technical Discipline (MCSE, A+, etc.)

Excellent oral and written communications skills.

Excellent Troubleshooting skills.

Must be able to readily learn and adapt to new computing environments.

Must have strong organizational skills and the ability to work with a minimum of supervision.

Must be able to prioritize and juggle multiple demands and deadlines.

Demonstrated ability to work with a team approach and in a service-oriented manner.

Experience with Windows and MAC Operating Systems and Hardware is required.

Experience with installing, troubleshooting and configuring multimedia control systems (Extron/Crestron) preferred.

Ability to effectively communicate both verbally and in writing.

Understand and behave with a high level of integrity and complete confidentiality at all times.

Ability to be sensitive to and respond to needs/concerns of students, faculty, college staff and the public.

Ability to work under pressure with a high tolerance for interruptions, and the ability to work with diverse groups of people.

Physical Requirements:

• Sit, walk, talk or hear; use hands to finger, handle, feel objects, tools, or controls; and reach with hands and arms.
• Some evening and weekend hours may be required.
• Occasional lifting up to 25 lbs.

In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.

Equal Opportunity Employer