Technology Support Specialist

The Technology Support Specialist’s primary focus is to support and maintain FLCC end-user technology such as desktops, laptops, tablets, printers, and classroom technology for students, faculty and support staff. The Technology Support Specialist will work as a member of a team of support specialists, responding to IT Helpdesk Tickets relating to end-user technology. The Technology Support Specialist will carry out system replacements based on the life-cycle replacement schedules and/or as needed., 1. Demonstrates a customer-focused attitude with strong attention to detail, ensuring timely effective resolution of issues.

1. Applies excellent analytical and diagnostic skills to resolve issues quickly and escalate when necessary, collaborating with the IT team to ensure issues are fully resolved.
2. Designs and configures desktop software setups, plans system upgrades, and ensures proper configuration for both employee and student desktop and laptop systems.
3. Provides end-user support for all technology-related needs.
4. Uses device management tools (e.g., JAMF, SCCM, InTune) to ensure all devices are properly installed with required software for enterprise and instructional purposes.
5. Troubleshoots and resolves issues with classroom technology, including document cameras, instructor PCs, SmartBoards, flat-panel TVs, projectors, Hyflex cameras/mics, PowerPoint sharing, and “clickers.”
6. Supports the FLCC student laptop/tablet loaner program by assisting students, coordinating with the Helpdesk Specialist to track inventory, and ensuring devices are properly distributed and returned as part of College programs.
7. Ensures all technology is accounted for in the FLCC Inventory and asset tracking system, updating inventory according to the college’s lifecycle replacement plan.
8. Uses scripting tools to automate daily tasks where applicable.
9. Assists faculty in utilizing instructional technology and classroom learning tools such as VR/AR, Poll Everywhere, Hyflex systems, and collaboration tool recordings.
10. Follows best practices to safeguard college-owned devices from cyber threats.
11. Investigates complex issues, collaborates with IT staff from other SUNY institutions, and evaluates potential solutions to design effective and proven strategies.
12. Supervises student interns, providing guidance and support.
13. Utilizes the Helpdesk Ticketing system, working with IT Helpdesk staff to ensure all necessary details are captured for each new ticket.
14. Demonstrates flexibility in work schedule and locations as needed.

Educational Background: Associate’s degree in an IT related field is required, Bachelor’s degree preferred.

Experience: 1 to 2 year’s experience supporting a technology rich and diverse environment. Experience and knowledge of one or both of Microsoft and/or Apple applications and operating systems required. Experience in a managed-device environment preferred.

Special Skills: Preferred qualifications include experience managing both Apple and Windows devices, as well as familiarity with classroom technologies such as projection systems and collaboration tools like WebEx, Zoom, Teams, and other similar platforms used in educational settings. A basic understanding of networking concepts, including Wi-Fi, LAN, and VPN, is also preferred. Experience with IT in a Higher Education setting strongly preferred. A commitment to ongoing professional development and staying up-to-date with emerging technologies is highly valued. Additionally, the ability to handle multiple priorities in a fast-paced environment is essential., In accordance with the Americans with Disabilities Act, this job description contains only qualifications that are required, with or without a reasonable accommodation.

1. Capable of using a computer for extended periods.
2. Frequently travels to different areas of the building and bends to assist with equipment setup.
3. Able to lift up to 20 pounds to assist with various office tasks.
4. Able to communicate ideas and information clearly so others can understand, ensuring accurate exchange of information in all situations.

1. Competitive starting salary in the range of $50,190 to $52,699 and is commensurate with qualifications
2. NYS retirement or Optional SUNY Retirement Program
3. SUNY Voluntary Savings Plan
4. Comprehensive Health and Dental Insurance through Excellus BCBS
5. FSA
6. 21 days of annual leave, 12 sick days, and 13.5 holidays annually
7. FLCC Tuition Waiver for employee and dependents
8. 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.