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About the Role

The Information Technology Service Group (ITSG) provides IT assistance to the College of Engineering, Computing and Information Science. This role will deliver a high level of IT support, provide consultation on complex issues, partner with academics and students to enable research, and offer technical leadership within the team. The team member will understand and address the needs of clients, including faculty, students, and staff, to help them achieve their mission.

Responsibilities

Verify, diagnose, troubleshoot, repair, and provide help-desk support to the community related to IT with a customer-focused orientation.
Analyze, make recommendations, and resolve problems in a timely, friendly, and responsive manner.
Analyze problems and system requirements and make recommendations on software options, user environments, and systems to optimize productivity.
Recommend and implement best practices in online documentation for highly complex computing environments.
Collaborate with vendors for technical problem resolution and to research new approaches.
Document services provided to the community.
Communicate software/hardware updates, outage communications, and technology changes to IT customers.
Provide one-on-one or group training sessions for faculty, students, and staff.
Collaborate among COE/CIS IT teams.
Manage and control IP assignments and perform periodic spot checks of systems for compliance with security policies.
Coordinate with network and security teams to provide advice and assistance regarding sensitive data storage and handling processes.
Coordinate, schedule releases of operating systems and patches with minimal end-user impact.
Maintain user accounts customized to needs.
Set up peripherals, such as printers, scanners, and mobile devices.
Document, test, and modify computer configurations and programs across multiple operating systems.
Collaborate with other ITSG colleagues in systems and security.
Collaborate with COE/CIS and CIT subject matter experts on emerging technologies.
Research, test, and facilitate new services.
Facilitate purchases of equipment while promoting standardization and adherence to university purchasing policies.
Track and receive packages/purchases.
Follow protocols on inventory of equipment, storage, and proper disposal.
Coordinate software licensing for the community.
Collaborate with staff and faculty regarding the yearly workstation replacement program.
Setup classrooms for Audio Visual and/or Distance Learning classes.
Perform first-level troubleshooting for Audio Visual and Distance Learning hardware.
Provide technical advice and expertise to other end-user team members.
Lead team initiatives and projects as requested.
Perform miscellaneous duties as assigned and engage in continuous learning.

Requirements

Bachelor’s degree with at least three years’ experience or equivalent combination required.
A minimum of three years support experience in a desktop support role is required.
Experience with Linux, Macintosh, and Microsoft Operating Systems.
Strong team member, interpersonal, organizational, written, and verbal communication skills necessary.
Ability to provide excellent customer service utilizing qualities that include patience, attentiveness, clear communication skills, ability to use positive language, tenacity, and a calming presence.
Must be able to analyze needs and solve problems in a highly interrelated, networked computing environment.
Strong ability to rapidly learn and understand technical material and to communicate technical information clearly to people with a wide range of technical sophistication.
Experience in end-user documentation and training documentation is highly desirable.
Must be willing to respond to computer emergencies at almost any time on nights, weekends, and holidays, and work until the problems have been resolved.

Skills

Desktop
Windows 10
Troubleshooting
macOS
Support
Hardware
Active Directory
Windows
Customer service
Linux
Macintosh
Microsoft Operating Systems
Audio Visual
Distance Learning

Location

Ithaca, NY

Work Type

Contract
Onsite

Experience Level

Entry Level

Education Level

Bachelor's degree

Salary/Compensations

$20.00 - $27.00/hr

Benefits

Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)

About the Company

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

Equal Opportunity

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.