User Support Specialist

Job Description:

The User Support Specialist provides technical support, consulting, guidance, troubleshooting, and training to Siena University faculty, staff, administrators, and students on issues related to computing, software, classroom, and educational technologies. Functioning in an on-site support role, this position provides frontline and advanced support for the campus community and contributes to ITS projects involving endpoint support, system deployment, asset management, documentation, and technology support for campus operations and events.


Main Responsibilities:

• Provide first and second-level technical support for reported issues involving desktop computers, laptops, peripherals, mobile devices, printers, classroom technologies, audio-visual and multimedia technologies, and supported software applications.
• Investigate, troubleshoot, document, and resolve technology issues submitted through the Help Desk, including requests received by phone, email, in person, and through the ticketing system
• Provide technical consulting, guidance, and customer service to the Siena community regarding the effective use of computing and educational technologies.
• Troubleshoot general connectivity and network-related issues as they relate to desktops, laptops, mobile devices, printers, and other end-user technologies.
• Install, configure, maintain, repair, and support Windows and macOS computers, applications, peripherals, and related endpoint technologies.
• Collaborate with other members of Information Technology Services to resolve technical issues, escalate problems appropriately, and support department-wide projects and initiatives.
• Develop, maintain, and update technical documentation, operational procedures, configuration instructions, and end-user support materials
• Provide individual and group training on technology topics through hands-on support, workshops, written instructions, and other formats as appropriate.
• Work with hardware, software, and service vendors as needed to troubleshoot and resolve technical problems involving computers, software, printers, peripherals, and audio-visual or multimedia equipment.
• Support technology for classrooms, public spaces, and campus events, including setup, troubleshooting, and coordination of audio-visual and presentation technologies
• Assist with asset management and inventory processes, including equipment deployment, collection, tracking, replacement, and preparation for reuse or disposal.
• Assist with development, testing, maintenance, and deployment of Windows and macOS system images and endpoint deployment processes.
• May assist with the hiring, training, scheduling, supervision, and daily support of student Help Desk employees.

Requirements:

Required Qualifications:

• Associate's or Bachelor's degree in a technology-related field, or an equivalent combination of relevant education, training, certifications, and work experience.
• Experience providing technical support in a professional, educational, or customer-service-oriented technology environment.
• Working knowledge of Windows and macOS operating systems.
• Experience supporting PC and/or Apple hardware, including desktops, laptops, peripherals, and basic hardware troubleshooting.
• Knowledge of commonly used productivity and collaboration applications such as Microsoft Office, Google Workspace, Adobe products, and similar campus-supported software.
• Familiarity with networking concepts and the ability to troubleshoot common connectivity issues involving computers, mobile devices, printers, and related technologies.
• Ability to communicate technical information clearly and professionally to users with varying levels of technical experience.
• Strong customer service, problem-solving, organizational, and interpersonal skills.
• Ability to prioritize multiple requests, document work accurately, follow through to resolution, and escalate issues appropriately.
• Ability to work collaboratively with ITS colleagues, campus departments, vendors, students, faculty, staff, and administrators.
• Availability to work occasional non-standard hours, including early evenings, weekends, or urgent support needs, depending on the academic calendar, campus events, or operational requirements.
• Ability to perform work that may include sitting, standing, walking, bending, moving computer equipment, and transporting light to medium-weight technology equipment such as computers, monitors, printers, projectors, and related peripherals.

Preferred Qualifications:

• Experience working in a higher education technology support environment.
• Experience with endpoint management, imaging, and deployment tools such as KACE, JAMF, SCCM/ECM, or similar technologies.
• Experience supporting classroom, presentation, audio-visual, or event technologies.
• Experience with asset management, inventory processes, equipment lifecycle support, or hardware deployment.
• Experience creating technical documentation, knowledge base articles, procedures, or end-user training materials.
• Experience supervising, training, scheduling, or providing work direction to student employees or other support staff.
• Basic familiarity with information security best practices, account support, multi-factor authentication, and endpoint security concepts.

Additional Information:

Pay Rate: $23.05 per hour

*The hiring pay rate above represents the University's good faith estimate at the time of posting in compliance with the Albany County Salary Transparency Law.

This position is not eligible for routine remote work due to the hands-on and campus-facing nature of the role, though remote work may be assigned in limited circumstances at the discretion of the supervisor based on operational needs.

Siena University offers a generous benefit package to eligible full-time employees. The highlights include:

• Retirement plan contribution equal to 10% of compensation (as defined under the plan) after meeting the plan's eligibility requirements
• Tuition reimbursement and exchange opportunities for eligible employees, spouses, and dependents
• Health, dental and vision insurance
• Eligible University employees enjoy a work schedule that includes half-day Fridays in the summer and an expansive holiday schedule, including up to two weeks off during winter break
• Other perks currently include complimentary breakfast Thursdays in the dining hall, access to University community lectures and productions, complimentary University gym and library memberships, discounted and complimentary tickets to Siena Division I sporting events, and more.

Siena University is a Franciscan and Catholic institution and expects members of its community to be knowledgeable about its mission and to make a positive contribution to that mission.

Siena cares for and values each member of its workforce and actively supports upward mobility. We are a community of Siena Saints, and as we often say, the world needs more Saints!

Siena University is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation or gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.



Application Instructions:

Please submit a cover letter, resume and contact information for three references.

A background screening is required for finalist applicants for all University positions.