IT Technology Support Analyst

The IT Technology Support Analyst provides general hardware, software and printer technical support; formulates internal team processes and procedures; facilitates and performs work order requests; and responds to customer support via face-to-face and through various technological methods. This position is responsible for implementing state of the industry operational efficiencies and effective project management and customer support., + Provide IT support to the College’s broad community, working directly within the IT Services team. Responsibilities include technical analysis, troubleshooting, end-user assistance, project coordination, and implementing process improvements.

• This position provides technical support and administration to the following areas:

• Standardized PCs, laptops and printers

• Mobile devices/wireless network connectivity

• Standardized software applications and operating systems

• Standardized computing image development

• Configuration management systems

• Directory services

• General departmental data systems

• General departmental software systems

• Departmental CRM systems

• Effectively serves as a project lead for specific IT projects and implementation plans.

• Conducts thorough and extensive research focused on the development of future IT projects in support of IT departmental goals and objectives.

• Conducts proper and professional management practices being mindful of appropriate business principles.

• Stays current with general technology trends and emerging technology as required by the college and department.

• Bachelor’s degree in Information Technology or a related field from a regionally accredited college, university or foreign equivalent, plus a minimum of three (3) years of related work experience; or an equivalent combination of education and experience., + Experience with Microsoft Configuration Manager and Microsoft Intune

• Proficiency in Microsoft 365 administration and support

• Background in Group Policy creation and implementation

• Experience supporting macOS devices and administration via JAMF

• Familiarity with Advanced Threat Protection solutions

• Industry certifications such as:

• CompTIA A+

• Microsoft Certifications (e.g., MCSA, MCSE, or equivalent)

• Help Desk Institute (HDI) certifications

KNOWLEDGE, SKILLS AND ABILITIES

Proficient technical knowledge related to PC hardware/software, printer hardware, and supporting administrative systems

• Ability to develop new and innovative processes in support of continuous improvement

• Strong oral and written communications skills

• Proven ability to successfully operate within a customer service framework

• Proven ability to successfully complete multiple projects within scope, budget and schedule.

• Experience with operational change and problem management procedures

• Knowledge and experience in project management principles and practice

• Ability to work in and embrace a team-focused environment

• Excellent interpersonal and customer service skills

• Flexibility to adapt and thrive in a progressive and changing work environment

• Salary range is: $44,000 - $55,000, commensurate with credentials and relevant experience.

• Onondaga Community College offers a generous and competitive benefits package including:

• New York State Local Retirement System (pension) or an Optional Retirement Plan (401a).

• Excellent health, dental, and vision insurance plans (qualifying domestic partner included).

• Onondaga Community College participates in the Public Service Loan Forgiveness program for eligible borrowers.