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ANNOUNCEMENT OF |
Applications are invited
for consideration for appointment for the following position:
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Budget Title: |
Senior
Staff Assistant |
Descriptive Title: |
HelpDesk
Analyst |
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Department: |
Information
Technology Services |
Item Number: |
To
Be Determined |
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Professional Rank |
SL-3 |
Date to be filled: |
As
soon as possible |
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Brief description of duties: |
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Information Technology
Services is seeking candidates for a vacancy with HelpDesk Services. The successful candidate will be service
focused and possess excellent customer service skills. S/he must provide
exceptional first level end-user support for ITS services which include network
access, e-mail systems (Exchange & UNIX), University at Albany (UA)
self-service web site, a course management system and supported software applications.
Duties of the position: collect and document information obtained by e-mail,
phone or walk-in contact with customers; provide high-quality customer
service including effectively listening and asking questions to ensure
understanding of the end-user’s inquiry; maintain composure and focus during
high call volume periods and when dealing with customers; follow procedures
to document all triage steps and escalate incidents to the next support level;
keep current with web browsers, systems and applications used on campus (i.e.
UNIX, Windows OS, Macintosh OS, Active Directory, Exchange); work on
cross-functional IT projects; participate in testing system upgrades and new
applications. Candidate must be available to work a schedule that may include
some evening, holiday and weekend hours when the University is in session. |
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Qualifications: |
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Required: Bachelor's degree and at least
two years of professional experience providing direct end-user support. The degree must be from a college or
university accredited by a U.S. Department of Education or internationally
recognized accrediting organization. Candidate must be proactive and
customer-focused having excellent interpersonal, organizational and communication
skills along with the ability to multi-task in a fast paced environment. Candidate must address in their letter of
interest their ability to work with a culturally diverse population. Candidate must have technical experience
with web browsers, e-mail systems and basic networking knowledge. Preferred: Candidates having experience with
help desk/customer service support; working with student employees; higher
education experience; writing instructional documentation for end-users;
presentations; MS Office products, Windows OS, Macintosh OS, UNIX, wireless
services. |
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Special Notes: |
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Application for this position
will consist of a letter of interest and a resume. The letter should clearly communicate the
applicant’s relevant experience and qualifications including the ability to
work with a culturally diverse population.
Applicant must reference P09 # of this announcement in their letter of
interest. |
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Name and Address: |
Susan
Pero, |
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P09 - 19960 |
Closing date for the
receipt of applications: |
Review
of applications will begin on December 7, 2009 and continue until the
position is filled. |
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THE UNIVERSITY AT
“Federal law and regulations require notice to all prospective employees regarding crimes that have occurred on campus in the current three year period. Please refer to the following website for the complete Annual Security Report (“Clery Report”): www.police.albany.edu/ASR.asp.”