The Help Desk Specialist provides direct support via in-person, telephone, email, and remote assistance to faculty, staff, and students on user accounts, application access, provisioning and troubleshooting and the standard suite of college software such as MS Office, Webex, SharePoint, and LMS. The Help Desk Specialist ensures effective operations of FLCC’s IT Helpdesk ensuring student aides and part time staff understand basic Helpdesk operations. They provide supervision for p/t staff and student aids in all aspects of helpdesk operation, including scheduling coverage, training development of processes, ticket creation, escalation, and resolution. The position is responsible for hiring all helpdesk staff, providing staff with performance evaluations and improvement. This position works closely with system administrators and other IT staff members to ensure timely resolution of problems and processes.

FLCC is committed to diversity, equity and inclusion, and strives to provide an environment that embodies these principles. We strive to attract talented personnel from diverse backgrounds and traditions, particularly of race and ethnicity, gender, gender identity, sexual orientation, nationality, culture, religion, worldview and physical and mental abilities. As such, applicants from historically under-represented groups are highly encouraged to apply.

1. Qualifications
2. Educational Background: Minimum of an associate’s degree with a bachelor’s degree preferred.
3. Experience: Minimum of 2 years of experience supporting users in a multi-user, networked, Windows and Apple environment with an extensive knowledge of Microsoft Office is required. The ability to work collaboratively and provide a customer service focus in the delivery of end-user and technical support via in-person, phone, e-mail, or remote support tools, for web-based, PC, and Apple applications is required.

Experience troubleshooting Tier 2 issues to resolution is preferred. Broad-based experience with help desk support functions, and desktop and web-based applications, and user account creation and management, is highly preferred. The ability to write documentation, provide effective supervision, and provide user training is preferred. Experience in Higher Education with a demonstrated commitment to diversity, equity, and inclusion is highly desirable.

4. Special Skills: A thorough understanding of user account provisioning, single sign on (SSO), and Multi- Factor Authentication (MFA) troubleshooting at an enterprise level is strongly preferred. Experience supervising helpdesk staff strongly preferred.

1. Specific Responsibilities:
   1. Provides direct user support to faculty, staff and student users via in-person, telephone and e-mail, other on-line interface, and individual consultations as needed.
   2. Utilizes and develops the help desk software’s capabilities to gain efficiencies including but not limited to reporting, problem resolution, inventory and knowledge base. Works with other IT staff members to identify trends in problem sources and problem resolution and communicates the findings to IT staff members.
   3. Coordinates creation of new accounts, access of shared resources, password resets, and troubleshooting general user account problems.
   4. Works directly with system administrators to coordinate resolution of user account provisioning issues, providing appropriate troubleshooting efforts, documenting resolution, and follow-up with the end users.
   5. Updates and maintains user documentation and instructions. Establishes and maintains accessible user helpdesk resources and searchable documentation for problem resolution of user account processes.
   6. Develops, maintains and reports on Help Desk metrics. Defines and promotes process improvement, quality and efficiency improvements related to Help Desk operations.
   7. Hires, trains, and evaluates performance of all helpdesk staff including student aids and part-time helpdesk technicians. Develops guidelines and processes for helpdesk staff to follow.
   8. Creates and maintains helpdesk staffing schedules.
   9. Maintains budget forecasts and estimates for helpdesk operations, including staff.
   10. Maintains helpdesk budget for supplies, which includes toner, paper, and cleaning supply orders for all computer labs and classrooms at all FLCC locations.
   11. Works with IT staff members in the development and delivery of IT dept. training based upon identified client training needs and trends.
   12. Oversees user account creations for contractors, visitors, and other non-employee accounts. Achieves quality improvement for account related processes.
   13. Assists as needed in the development, testing and deployment of new software loads in computer labs and classrooms. Serves as a member of the software deployment group when software application access is dependent upon user licensing.
   14. Assists with software licensing, purchasing, provision of supplies and other activities in support of computer lab and helpdesk operations as requested by the Manager, Technical Support Services.
   15. Creates Help Desk staffing schedules as needed by the Manager, Technical Support Services, to ensure adequate coverage of all shifts.
   16. Assists with Tier 2 Help Desk support and troubleshooting of enterprise applications as needed.
   17. Assists in troubleshooting and recovery of systems, servers and network services as needed for systems related to User Account Management and Helpdesk Services.
   18. Functions as a project/team member of the IT staff for new deployments of technologies and initiatives.

PHYSICAL REQUIREMENTS:

In accordance with the Americans with Disabilities Act, this job description contains only qualifications that are required, with or without a reasonable accommodation.

1. Ability to use computer for extended periods of time.

2. Frequently moves to other parts of the building and bending down for assistance with equipment setup

3. Ability to lift up to 20 pounds across office for various needs.

4. The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.

Benefits and salary range:

Applicants receiving benefits through the New York State Retirement System should review state regulations regarding post-retirement employment. This position is not eligible for employment under a Section 211 waiver.

1. Competitive starting salary in the range of $52,069 to $54,672 and is commensurate with qualifications

2. A flexible work schedule is available upon successful completion of training. This position follows a hybrid model, with a combination of on-site and remote work.

3. NYS retirement or Optional SUNY Retirement Program

4. SUNY Voluntary Savings Plan

5. Comprehensive Health and Dental Insurance through Excellus BCBS

6. FSA

7. 21 days of annual leave, 12 sick days, and 13.5 holidays annually

8. FLCC Tuition Waiver for employee and dependents

9. Tuition assistance – 4-year institutions

Special Notes: Visa sponsorship is not available for this position. If you currently need sponsorship or will need it in the future to maintain employment authorization, you do not meet eligibility requirements.

Application Instructions:

Applicants interested in applying MUST submit the following documents via online:

1. Resume/Cv

2. Cover letter

Applications will only be accepted online.

Finger Lakes Community College does not discriminate against any employee, applicant for employment, student or applicant for admission based on an individual’s race, color, national origin, religion, creed, age, disability, sex, gender identification, gender expression, sexual orientation, familial status, pregnancy, predisposing genetic characteristics, military status, veteran status, domestic violence victim status, criminal conviction or any other category protected by law. The College adheres to all federal and state civil rights laws prohibiting discrimination in public institutions of higher education.