Address
Form of work
Required Qualifications: (evidenced by an attached resume)
Bachelor's Degree. Full-time experience providing technical support (supporting, configuring, and troubleshooting IT equipment). Experience with a ticketing system to record and document issues. Experience with support of mobile devices.
Preferred Qualifications:
Advanced Degree. Experience working with the current Windows platform. Experience utilizing remote software solutions to resolve desktop support issues (i.e., Bomgar, GotoMeeting, etc.).
Brief Description:
This position will serve as the first point of contact for end-users seeking technical assistance and will provide Tier 1 support to Customer Engagement and Support to end-users. Mobile Phone support, including customer service, updating Business Office on account removals, staying current on Verizon changes, and Device Procurement.
The incumbent should have exceptional listening and questioning skills. This position requires outstanding written, verbal, and interpersonal communication skills, strong organizational and time management skills with exceptional attention to detail, and strategic and analytical thinking skills with an ability to solve problems and make effective decisions. Incumbent must have experience successfully working independently as well as part of a team, with a collaborative approach to problem-solving.
Service Desk Agent:
Provide 1st technical support for end users for University-owned hardware, software, peripherals, and mobile technology via phone, email, and chat. The main focus is account management, identity verification, and DUO administration.
Document resolutions to technical support issues in the departmental knowledge base and ticket system. In addition, the incumbent will be required to understand new technologies as they develop to make recommendations for improving the computing experience of the campus community.
Incumbent will act as an escalation and troubleshooting support for Customer Engagement and Support student assistants as they diagnose and repair technical-related issues.
Cell Phone Support:
Process all requests for mobile devices, Cell Phones, and associated services promptly. Maintain electronic records of all requests in the Department ticketing system. This responsibility includes but is not limited to:
Walk approved purchasers through ordering a mobile device, Cell Phone, or plan via the
Wolfmart system.
Activate new mobile devices and cellphones as needed and coordinate pickup with customer
and department staff.
Deactivate/suspend mobile devices and Cell Phones as end users request.
Provide documentation and knowledge to the department on standard operating procedures for mobile devices/cellphones and periodically review and update documentation as necessary.
Coordinate ordering, replenishment, and delivery of mobile devices, Cell Phones, and supplies with vendors and departments. Process requisitions and follow up with Purchasing and Vendor support for updates to PO requests and expected delivery.
Work closely with the Service Desk and other DoIT teams to troubleshoot issues and advise them on any procedure updates per vendor.
In performance of all duties, at all times, be responsible for delivering optimal customer service, protecting institutional data and privacy, and the excellent delivery of solutions and services by following divisional and University policies, procedures, and processes.
Other duties or projects as assigned as appropriate to rank and departmental mission.
Special Notes:
This is a full-time appointment. FLSA Exempt position, not eligible for the overtime provisions of the FLSA. Minimum salary threshold must be met to maintain FLSA exemption.
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.
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.
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The starting salary range (or hiring range) to be offered for this position is noted below, it represents SBU's good faith and reasonable estimate of the range of possible compensation at the time of posting.
