Computer Consultant II

Syracuse University is committed to delivering an exceptional student experience through vibrant, engaged campus communities. This position is based at the above campus location and requires regular in-person presence to support our students, collaborate with colleagues, and contribute to our thriving academic environment. Syracuse University values the collaboration, mentorship, and spontaneous connections that happen when our community works together on campus. Remote work arrangements are limited in accordance with University policy. Pay Range Pay Range $62,500 - $63,000 Pay rates at Syracuse University are based on a combination of factors including, but not limited to, the job responsibilities; the candidate’s education, training, work experience and key competencies; the university’s strategic priorities; internal peer equity; applicable federal, state, local laws, grant funding and contractual requisites; and external market analyses. Staff Level S5 FLSA Status FLSA Status Exempt Hours Standard University business hours 8:30am – 5:00pm (academic year) 8:00am – 4:30pm (summer) Hours may vary based on operational needs. Job Type Job Type Full-time Unionized Position Code Not Applicable Job Description The Division of Advancement requires a customer service-oriented Computer Consultant II to provide advanced technical support and issue resolution across a wide range of systems, applications, devices, and environments. This position is responsible for providing a wide range of hardware, software and platform support and maintenance for the technology tools of approx. 200 divisional staff across the division’s geographically distributed units. This member of the technical services team will lead day-to-day support related, but not limited to; delivering help desk support via use of the Orange Tracker ticketing system, build/deploy/install devices , execution of Powershell commands for shared environments/devices, managing the repair, updates and replacement of mobile devices (iPhones and iPads), managing inventories of equipment related to fundraising events (iPads, AV equipment) and support of AEA hybrid and virtual events in Teams and Zoom. The consultant works independently in locations across campus/unit locations and may be required to work some non-business hours to fulfill event needs and system updates. The Division of Advancement & External Affairs expresses a shared mission that is collaborative, trusted, respectful, future-focused and is aligned with the overall University. All current and new employees embrace and demonstrate dedication to promoting shared values in an inclusive work culture to propel the future of advancement operations in their everyday work. Education and Experience A Bachelor’s degree and/or an equivalent combination of education and experience is necessary. Considerable experience in teaching, consulting, and using a suite of software tools including word processing, spreadsheet, database systems, electronic mail is necessary Skills and Knowledge Extensive and Up-to-date technical knowledge of computer hardware and software applications for PCs, Macs, MSOffice, networks, servers, current database management systems and familiarity with Cloud environments. Proficiency supporting current versions of Windows, and mobile (iOS and Android) devices in a networked environment. Familiarity with supporting Zoom and Teams virtual meeting platforms Hardware and software troubleshooting and problem-solving skills. Considerable experience developing/implementing/ supporting technological solutions for a wide variety of IT challenges. Candidate should have experience and be comfortable with providing direct support to a variety of end users. Responsibilities Schedule and respond to end user support requests, related to computer connectivity, software use, hardware issues and cell phones, received via the Jira ticketing system in a timely manner. Ensure all divisional staff and student employees, have fully functioning technology tools for productive workflow. This includes divisional staff located in several on-campus locations and multiple off-site locations including NYC , LA, Washington DC and full-time remote staff in various locations. Identify and implement short- and long-term solutions for issues that generate duplicate help requests. Effectively document and maintain department and project standard operating procedures. Build, test, install and deploy IT equipment, including Windows desktops, laptops, and iPhones, to new and current users consistent with position specific needs for hardware and software and while following replacement and upgrade cycles. Maintain inventory of IT assets and assignment by staff member. Manage hardware inventory, plan upgrade lifecycle replacement calendar, and replace aging equipment consistent with calendar or as necessary. Function as project support for various initiatives including; platform implementation, software upgrades, new product implementation, major event support (in-person, hybrid and remote), and /or division training needs. Utilize project management tools while coordinating/working with internal and external partners to ensure proper execution and functionality. Provide assistance /support in managing shared server environments including resources for printers, computers, and user policies. This will include use of PowerShell (SUper) commands to apply proper access and policy implementation to users and machines. Assist in the coordination and training of new employees for ongoing divisional needs and as part of their technical onboarding and continuing development process. This will include one-on-one interactions and small group training. Physical Requirements Not Applicable Tools/Equipment Not Applicable About Syracuse University Syracuse University is a private, international research university with distinctive academics, diversely unique offerings, and an undeniable spirit. Located in the geographic heart of New York State, with a global footprint, and over 150 years of history, Syracuse University offers a quintessential college experience. The scope of Syracuse University is a testament to its strengths: a pioneering history dating back to 1870; a choice of more than 200 majors, 100 minors, and 200 advanced degree programs offered across the University’s 13 schools and colleges; over 15,000 undergraduates and over 6,000 graduate students; more than a quarter of a million alumni in 160 countries; and a student population from all 50 U.S. states and 123 countries. For more information, please visit About the Syracuse area Syracuse is a medium-sized city situated in the geographic center of New York State approximately 250 miles northwest of New York City. The metro-area population totals approximately 500,000. The area offers a low cost of living and provides many social, cultural, and recreational options, including parks, museums, festivals, professional regional theater, and premier shopping venues. Syracuse and Central New York present a wide range of seasonal recreation and attractions ranging from water skiing and snow skiing, hiking in the Adirondacks, touring the historic sites, visiting wineries along the Finger Lakes, and biking on trails along the Erie Canal. EEO Statement Syracuse University is an equal-opportunity institution. The University prohibits discrimination and harassment based on race, color, creed, religion, sex, gender, national origin, citizenship, ethnicity, marital status, age, disability, sexual orientation, gender identity and gender expression, veteran status, or any other status protected by applicable law to the extent prohibited by law. This nondiscrimination policy covers admissions, employment, and access to and treatment in University programs, services, and activities. Commitment to Supporting and Hiring Veterans Syracuse University has a long history of engaging veterans and the military-connected community through its educational programs, community outreach, and employment programs. After World War II, Syracuse University welcomed more than 10,000 returning veterans to our campus, and those veterans literally transformed Syracuse University into the national research institution it is today. The University’s contemporary commitment to veterans builds on this historical legacy, and extends to both class-leading initiatives focused on making an SU degree accessible and affordable to the post-9/11 generation of veterans, and also programs designed to position Syracuse University as the employer of choice for military veterans, members of the Guard and Reserve, and military family members. Commitment to a Respectful and Welcoming Community Syracuse University fosters a welcoming learning environment where students, faculty, administrators, staff, curriculum, social activities, governance, and all aspects of campus life reflect a broad range of perspectives and experiences. The University community values the many similarities and differences among individuals and groups. At Syracuse, we are committed to preparing students to engage with and appreciate the richness of backgrounds, beliefs, and experiences that shape our society. To achieve this, we strive to cultivate a community that respects and encourages open dialogue, understanding, and mutual respect. Required fields are indicated with an asterisk (*). * How did you first find out about this position? sujobopps.com (Syracuse University Online Employment website) Syracuse University HR Recruiter Virtual Career Fair (via NYS Department of Labor) SUNY EOC (Equal Opportunity Center) Women’s Opportunity Center Jubilee Homes Syracuse Northeast Community Center Interfaith Works JobPlus Syracuse.com Chronicle of Higher Education HigherEdJobs.com HERC (HERC Higher Ed Recruitment Consortium) InsideHigherEd.com Indeed.com DiverseEducation.com (Diverse Issues in Higher Education website) LinkedIn Job Posting Facebook Job Fair Search Firm Referred by an SU Employee Other * If "other", please describe how you first found out about this position. (Open Ended Question) #J-18808-Ljbffr Syracuse University