IT Support Specialist - ITS
University at Albany - Albany, NY

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Information Technology Services is seeking candidates for a vacancy at their HelpDesk/Call Center. The successful candidate will be service oriented, possess excellent customer service skills, and have the ability to effectively communicate with customers over the phone, in person and by e-mail as they assist customers with a wide range of technical proficiency. Effectiveness in supporting customers with limited technical expertise is essential for success. Typically, the first point-of-contact for help, s/he must have the ability to provide exceptional first level end-user support for the University’s IT services which include network access, e-mail system, self-service web portal, course management system, and supported web applications. The IT Specialist collects and documents information obtained from customer by e-mail, phone or face-to-face contact; provides high-quality customer service that includes effectively listening and asking questions to ensure understanding of the end-user’s reported problem; maintains composure and focus during high call volume periods and when working with frustrated customers; follows procedures to document all troubleshooting steps and when appropriate, escalates incident to the next support level; keeps current with web browsers, operating systems and University applications; works on cross-functional IT projects; participates in testing of system and application upgrades. Candidate must be available to work a flexible schedule that may include occasional evening, holiday or weekend hours when University classes are in session.

Minimum qualifications :
Bachelor’s degree or equivalent from a college or university accredited by a U.S. Department of Education or internationally recognized accrediting organization

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

The applicant must include in their letter of application or cover letter the following: address their ability to work with culturally diverse populations; an example of an interaction with a customer that demonstrates their ability to listen, ask questions and understand the problem being reported; an example of their ability to work under pressure

Preferred qualifications :
Experience working at a help desk or call center providing first level customer support

Experience working in a college or university environment

Experience using Microsoft Outlook

Experience using MS Office products

Functional understanding of web browsers

Experience using Windows OS

Experience using Macintosh OS

Experiencing using mobile devices

Experience using FootPrints or another service management system

Additional Information:
Professional Rank and Salary Range: SL-3, minimum salary $43,000

Date to be filled: As soon as possible

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.

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