Service Desk Representative

Required Qualifications: (as evidenced by an attached resume)

Associate degree (foreign equivalent or higher) in hand by May 2024. Experience providing technical support (supporting, configuring, and troubleshooting IT equipment). 

Preferred Qualifications:

Experience utilizing remote software solutions to resolve desktop support-related issues (i.e. Bomgar, GotoMeeting, etc.). Experience with a ticketing system to record and document issues. Experience working with the current Windows Operating System. Experience working with a MAC. 

Brief Description of Duties:

The position will serve as the first point of contact for end users seeking technical assistance and will provide Tier 1 support in Customer Engagement and Support to end users. The incumbent will assist users exclusively over the phone and via email with computer issues. Exceptional interpersonal skills, with a focus on listening and questioning skills, is essential. This position requires the ability to communicate effectively. The incumbent will possess the ability to work independently and as part of a team, with a collaborative approach to problem-solving. The incumbent should also possess organizational and time management skills with attention to detail. 

Job Duties:

• Provide 1st level technical support for end users for University-owned hardware, software, peripherals and mobile technology via phone and email. This includes but is not limited to diagnosing various operating systems and application issues. 
• Document resolutions in the current ITSM system.
• Assist with Account and Password issues. This includes identity verification and password resets. 
• Other duties appropriate to rank and department mission, providing backup coverage for other professional technical support positions as needed.

Special Notes:

This is a full-time appointment. FLSA Non Exempt position, eligible for the overtime provisions of the FLSA. 

Resume/CV should be included with the online application.

SUNY implemented a hybrid telecommuting pilot program. This position has been approved to participate in the pilot, which allows for up to 5 remote days per pay period once the service desk training period is complete.

Stony Brook University is committed to excellence in diversity and the creation of an inclusive learning, and working environment. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, familial status, sexual orientation, gender identity or expression, age, disability, genetic information, veteran status and all other protected classes under federal or state laws.

If you need a disability-related accommodation, please call the university Office of Equity and Access (OEA) at (631) 632-6280 or visit OEA.

In accordance with the Title II Crime Awareness and Security Act a copy of our crime statistics can be viewed here.

Visit our WHY WORK HERE page to learn about the total rewards we offer.

Job Number:

2401222

Official Job Title: Instructional Support Assistant

Job Field

: Administrative & Professional (non-Clinical)

Primary Location

: US-NY-Stony Brook

Department/Hiring Area: Division of Information Technology - Customer Engagement & Support - CES

Schedule

: Full-time 

Shift

:Day Shift Shift Hours: 8:30 - 5:00 

Posting Start Date

: Apr 17, 2024

Posting End Date

: May 6, 2024, 3:59:00 AM

Salary:45,000 – 55,000

Appointment Type: Term

Salary Grade:SL1

SBU Area:Stony Brook University

Read Full Description