Lead Technology Support Specialist

Required Qualifications: (as evidenced by an attached resume):
Bachelor’s Degree (Foreign equivalent or higher degree). In lieu of the degree, seven [7] years of related full-time applicable experience, or a combination of higher education and experience totaling seven [7] full-time years may be considered. Three [3] or more years of full-time experience supporting and troubleshooting hardware and software technology. Experience supporting Windows 10. Experience supporting and troubleshooting MAC OSX hardware and software. Experience utilizing remote software tools like Bomgar and DameWare. Must have, keep and maintain the appropriate valid NYS Driver’s License; have a motor vehicle record that is free from major violations or a pattern of repeat violations.

Preferred Qualifications:
Advanced Degree (Foreign equivalent or higher degree). Experience with web content management systems such as Drupal, OmniUpdate. Experience with desktop imaging technology (e.g., Ghost, Acronis, etc.). Experience with support of conference room/ AV Equipment (SMART boards, projectors, etc.). Experience providing support at the executive level. End-user training experience. Experience with basic networking such as TCP/IP, DHCP, DNS, Firewalls, VPN, and command line functions. Experience supporting Windows 11.

Brief Description of Duties:
This position will be the main point of contact for Research and Development park and related locations, which are critical to the function of the University. This will include all equipment, Networking, Printer, Tablet, Mobile device troubleshooting, and any other directly related support as it relates to the areas and buildings and the University-wide standards. The successful incumbent will have excellent customer service and interpersonal skills, exercising strong organizational and time-management skills with exceptional attention to detail. Essential for this role is the adeptness to working independently as well as part of a team with a collaborative approach to problem-solving. 

Duties:

• Field Support: Provide technical support for end-users for hardware, software, peripherals, and mobile technology via phone, email, chat, or in person. This includes but is not limited to diagnosing various operating systems and application issues, as well as hardware-related problems as needed. The ability to lead, coach, and train department employees on various IT processes and equipment in order to ensure all IT needs are met for the end-users will be required. 
• Research and Development: Research and document resolutions to technical support issues in the departmental knowledge base and ticket system. In addition, the incumbent will be required to proactively research and understand new technologies as they develop in order to make recommendations for improving the computing experience of the department. 
• Vendor Support and Implementation: Act as a liaison for end-users as it relates to their technical support interactions with vendors. This includes but is not limited to providing hardware and software quotes, vendor onsite installations, and troubleshooting of hardware and software. At times, the technician may be asked to provide guidance to the vendor regarding the University’s best practices as it relates to the respective technology. 
• Support escalation and troubleshooting for the Client Support student assistants as they diagnose and repair technical-related issues.
• Deliver 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. The incumbent is expected to use previous ITSM incidents to anticipate complications for their areas and prepare for cyclical issues. Backup of critical systems and computers needs to be prepared so that service interruption will be limited in critical regions for our clientele. Using tools and applications on hand, plan a maintenance routine designed to support maximum uptime for apportioned areas.
• Other duties or projects as assigned as appropriate to rank and departmental mission such as providing backup coverage for various other professional technical support positions as needed. Assist end users with various types of AV equipment, setup, and troubleshooting. 
• Special Notes:
• This is a full time appointment. FLSA Non-Exempt position, eligible for the overtime provisions of the FLSA. 

Essential Position: This has been designated as an essential position based on the duties of the job and the functions performed. Positions that are designated as such may be required to report to work/remain at work even if classes are canceled, and the campus is working on limited operations in an emergency.

For this position, we are unable to sponsor candidates for work visas.

Must have, keep and maintain the appropriate valid NYS Driver’s License; have a motor vehicle record that is free from major violations or a pattern of repeat violations.  (***Out-of-State Applicants, see "Special Notes”).

The position requires lifting, pushing, pulling, and carrying items weighing up to 40 pounds aided and unaided by dollies and carts within a continuous and repetitive basis.

This position will remain posted until filled or for a maximum of 30 days. An initial review of all applicants will occur two weeks from the posting date. For full consideration, applications must be received before the initial review date.  If within the initial review no candidate was selected to fill the position posted, additional applications will be considered for the posted position; however, the posting will close once a finalist is identified, and at minimal, two weeks after the initial posting date. 

Resume/CV and cover letter should be included with the online application.

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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