IT Technology Support Analyst

Job Description:

BROAD FUNCTION

The IT Technology Support Analyst provides general hardware, software and printer technical support; formulates internal team processes and procedures; facilitates and performs work order requests; and responds to customer support via face-to-face and through various technological methods. This position is responsible for implementing state of the industry operational efficiencies and effective project management and customer support.

MAJOR RESPONSIBILITIES

• Provide IT support to the College's broad community, working directly within the IT Services team. Responsibilities include technical analysis, troubleshooting, end-user assistance, project coordination, and implementing process improvements.
• This position provides technical support and administration to the following areas:
  • Standardized PCs, laptops and printers
  • Mobile devices/wireless network connectivity
  • Standardized software applications and operating systems
  • Standardized computing image development
  • Configuration management systems
  • Directory services
  • General departmental data systems
  • General departmental software systems
  • Departmental CRM systems
• Effectively serves as a project lead for specific IT projects and implementation plans.
• Conducts thorough and extensive research focused on the development of future IT projects in support of IT departmental goals and objectives.
• Conducts proper and professional management practices being mindful of appropriate business principles.
• Stays current with general technology trends and emerging technology as required by the college and department.

Requirements:

MINIMUM QUALIFICATIONS

• Bachelor's degree in Information Technology or a related field from a regionally accredited college, university or foreign equivalent, plus a minimum of three (3) years of related work experience; or an equivalent combination of education and experience.

PREFERRED QUALIFICATIONS

• Experience with Microsoft Configuration Manager and Microsoft Intune
• Proficiency in Microsoft 365 administration and support
• Background in Group Policy creation and implementation
• Experience supporting macOS devices and administration via JAMF
• Familiarity with Advanced Threat Protection solutions
• Industry certifications such as:
  • CompTIA A+
  • Microsoft Certifications (e.g., MCSA, MCSE, or equivalent)
  • Help Desk Institute (HDI) certifications

KNOWLEDGE, SKILLS AND ABILITIES

Proficient technical knowledge related to PC hardware/software, printer hardware, and supporting administrative systems

• Ability to develop new and innovative processes in support of continuous improvement
• Strong oral and written communications skills
• Proven ability to successfully operate within a customer service framework
• Proven ability to successfully complete multiple projects within scope, budget and schedule.
• Experience with operational change and problem management procedures
• Knowledge and experience in project management principles and practice
• Ability to work in and embrace a team-focused environment
• Excellent interpersonal and customer service skills
• Flexibility to adapt and thrive in a progressive and changing work environment

Additional Information:

• Salary range is: $44,000 - $55,000, commensurate with credentials and relevant experience.
• Onondaga Community College offers a generous and competitive benefits package including:
  • New York State Local Retirement System (pension) or an Optional Retirement Plan (401a).
  • Excellent health, dental, and vision insurance plans (qualifying domestic partner included).
• Onondaga Community College participates in the Public Service Loan Forgiveness program for eligible borrowers.

Application Instructions:

• To be considered, please submit a resume and cover letter at time of application.
• The three (3) references listed on the application must be professional references, one of which must be a current or former supervisor. Finalists will be contacted prior to references being checked.
• Offers are contingent upon the completion of a background check, and official transcripts are required upon hire.

Please contact View email address on click.appcast.io if you have questions