Desktop Support Technician

About the role

The Information Technology Service Group (ITSG) provides administrative, faculty, and research IT assistance to the College of Engineering, Computing and Information Science, and related units. Members of this team work collaboratively to provide Applications and Reporting, Infrastructure, Instructional, Desktop, Network, Research, Security, and Web support. The team member will contribute as part of the ITSG, reporting directly to the supervisor of the end-user support team. Responsibilities include delivering high-level IT support (asset management, desktop engineering, audio-visual, and general support), consulting on complex issues, partnering with academics and students to enable research, and providing technical leadership within the team.

Responsibilities

• Support (45%)
  • Verify, diagnose, troubleshoot, repair, and provide help-desk support with a customer-focused orientation.
  • Analyze, recommend, and resolve problems in a timely, friendly, and responsive manner through root-cause research and innovative solutions.
  • Analyze problems and system requirements; recommend software options, user environments, and systems to optimize productivity.
  • Implement best practices for online documentation in complex computing environments for a diverse user community.
  • Collaborate with vendors for technical problem resolution or to identify new approaches to meet customer needs.
  • Document services provided and communicate updates, outages, or technology changes via websites, emails, or other means.
  • Provide one-on-one or group training sessions for faculty, students, and staff on COE/CIS-specific services.
  • Collaborate with COE/CIS IT teams and manage IP assignments (~400), ensuring compliance with security policies.
  • Coordinate with network and security teams on sensitive data storage and handling processes.
• Desktop Engineering (25%)
  • Coordinate and schedule OS and patch releases with minimal end-user impact.
  • Maintain customized user accounts and set up peripherals (printers, scanners, mobile devices).
  • Document, test, and modify computer configurations across Windows, Linux/UNIX, and macOS.
  • Collaborate with ITSG colleagues on systems and security support.
  • Research, test, and facilitate new services in lead or support roles.
• Asset Management (10%)
  • Facilitate equipment purchases while promoting standardization and adherence to university policies.
  • Track and receive packages/purchases; follow inventory, storage, and disposal protocols.
  • Coordinate software licensing and collaborate on the yearly workstation replacement program.
• Audio Visual and Distance Learning (15%)
  • Set up classrooms for audio-visual and distance learning classes.
  • Perform first-level troubleshooting for audio-visual and distance learning hardware.
• Other (5%)
  • Provide technical advice and expertise to other end-user team members.
  • Lead team initiatives and projects as requested.
  • Miscellaneous duties and continuous learning.

Requirements

• Bachelor’s degree with at least three years’ experience or equivalent combination required.
• Minimum of three years’ support experience in a desktop support role.
• Experience with Linux, macOS, and Microsoft operating systems.
• Strong teamwork, interpersonal, organizational, written, and verbal communication skills.
• Ability to manage multiple tasks, take initiative, and work under pressure.
• Excellent customer service skills, including patience, attentiveness, and clear communication.
• Ability to analyze needs and solve problems in a networked computing environment.
• Strong ability to rapidly learn technical material and communicate it clearly to diverse audiences.
• Experience with end-user documentation and training documentation is highly desirable.
• Willingness to respond to computer emergencies at any time, including nights, weekends, and holidays.
• Experience with audio-visual and distance learning is a plus.

Skills

• Top Skills: Desktop, Windows 10, Troubleshooting, macOS, Support, Hardware, Active Directory, Windows, Customer Service.
• Skills for Success:
  • Inclusiveness: Respects differences, promotes cooperation, and seeks to understand diverse perspectives.
  • Adaptability: Flexible, open to new ideas, handles multiple tasks, and adapts to changing priorities.
  • Self-Development: Enhances personal knowledge and skills; seeks continuous learning and feedback.
  • Communication: Expresses thoughts clearly, listens effectively, and shares knowledge.
  • Teamwork: Builds relationships, offers support, and works cooperatively with others.
  • Service-Minded: Approachable, responsive, diplomatic, and customer-focused.
  • Stewardship: Demonstrates accountability in all work responsibilities.

Pay

The pay range for this position is $20.00 - $27.00 per hour.

Benefits

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may include:

• Medical, dental, and vision insurance.
• Critical illness, accident, and hospital insurance.
• 401(k) Retirement Plan (pre-tax and Roth post-tax contributions available).
• Life insurance (voluntary life and AD&D for employees and dependents).
• Short- and long-term disability.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Time off/leave (PTO, vacation, or sick leave).

Schedule

This is a contract, fully onsite position based in Ithaca, NY. Willingness to respond to computer emergencies at any time, including nights, weekends, and holidays, is required.