Lead Technology Support Specialist

Overview

Lead Technology Support Specialist position focused on providing technical support for Research and Development park and related locations. Responsibilities include hardware, software, networking, printer, tablet, and mobile device troubleshooting, in alignment with University-wide standards. The role requires excellent customer service, strong organizational skills, and the ability to work independently or as part of a team.

Responsibilities

• Field Support : Provide technical support for end-users for hardware, software, peripherals, and mobile technology via phone, email, chat, or in person. Troubleshoot operating systems and application issues, and hardware problems as needed. Ability to lead, coach, and train department staff on IT processes and equipment to ensure all IT needs are met for end-users.
• Research and Development : Document resolutions to technical support issues in the knowledge base and ticket system. Proactively research and understand new technologies to recommend improvements for the computing experience.
• Vendor Support and Implementation : Act as liaison with vendors, provide hardware / software quotes, coordinate onsite installations, and troubleshoot. Advise vendors on University best practices as appropriate.
• Support Escalation : Escalate and troubleshoot for the Client Support student assistants diagnosing and repairing technical issues.
• Service Quality and Security : Deliver optimal customer service, protect institutional data and privacy, and follow divisional and University policies. Use prior ITSM incidents to anticipate and plan for cyclical issues. Prepare backups and maintenance routines to maximize uptime for designated areas.
• Other duties or projects as assigned, including backup coverage for other IT support roles and assisting end users with AV equipment setup and troubleshooting.

Required Qualifications

Qualifications (as evidenced by an attached resume) : Bachelor's Degree (foreign equivalent or higher) or seven years of related full-time experience (in lieu of degree). Three or more years of full-time experience supporting and troubleshooting hardware and software technology. Experience supporting Windows 10 and macOS. Experience with remote tools such as Bomgar and DameWare. Must hold and maintain a valid NYS Driver's License with a clean driving record.

Preferred Qualifications

Special Notes

This is a full-time appointment. FLSA Non-Exempt position, eligible for overtime provisions of the FLSA.

Essential Position

This is an essential position. Employees may be required to report to work during emergencies or campus closures as needed.

Sponsorship

We are unable to sponsor candidates for work visas.

Physical Requirements

The position requires lifting, pushing, pulling, and carrying up to 40 pounds with or without assistance.

Application Notes

The position will remain posted until filled. Initial review of applicants occurs two weeks from the posting date. For full consideration, apply before the initial review date. "Resume / CV and cover letter" should be included with the online application.

Stony Brook University is committed to diversity and an inclusive environment. All qualified applicants will receive consideration without regard to race, color, national origin, religion, sex, pregnancy, familial status, sexual orientation, gender identity or expression, age, disability, genetic information, veteran status, or other protected classes. For disability-related accommodations, contact the Office of Equity and Access at (631) 632-6280. A copy of campus crime statistics may be viewed here.

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