Technical Support Specialist

Position: Technical Support Specialist

The Technical Support Specialist (the analyst) reports to the Director of End User Services of their respective campus with ITEC Management oversight by the Campus IT Services Team Lead. This position provides advanced technical support, maintains IT systems, and assists users across campus.

The analyst must adhere to SUNY, Buffalo State University’s, and ITEC policies as well as ITEC's security policies and procedures and participate in security-oriented training. The analyst is responsible for responding to Emergency Incidents occurring on and off hours in a timely fashion for the campus and ITEC to meet our service level targets.

All the responsibilities and tasks assigned by the analyst's management are expected to be carried out in an independent and timely manner primarily during business hours and as needed outside business hours. It is the responsibility of the employee to notify the supervisor when any problems or concerns arise in carrying out tasks assigned to the employee.

Essential Functions:

• Carry out technical and physical tasks involving configuration and distribution of computers

• Manage help desk and department work through the campus ticket system

• Manage select administrative applications on servers and workstations

• Assist in management, maintenance, and troubleshooting of wired network and Wi-Fi infrastructure

• Assist in management, maintenance and troubleshooting of AV equipment

• Maintain an inventory of all campus computers and related equipment

• Maintain an inventory of all campus software licenses and installs

• Contribute to and maintain department electronic records including policy, procedures, and technical documentation

• Coordinate and schedule installation of patches and upgrades to infrastructure and equipment

• Research, advise, and process campus technology related and IT department purchases

• Manage IT equipment life cycles

• Collaborate with IT Director and other stakeholders in meeting campus strategic goals within IT

• Related duties as assigned Must be available to cover regular hours and emergencies as needed.

• Participate with presentations, conferences, seminars, and workshops as needed. Review the latest technical journals for operating system and hypervisor related updates throughout the industry. Expand working knowledge and remain current in those related technologies, and conduct technical workshops as needed. Support other ITEC teams as needed.

• Secondary Responsibilities (List minor duties that are performed in support of essential responsibilities and percentage of time spent on each.)

• Serves on Campus Committees by nature of position.

• Undertakes additional responsibility as determined by CIO / IT Director.

• IV. Required Knowledge Skills and Abilities (Detail the level of skill, knowledge and ability required to perform essential functions of the position.)

• Skill Level Required

• Technical Skills

• Requires hands-on expertise in installing, configuring, and maintaining desktops, servers, and network components.

• Skill in working with enterprise tools like SCCM, JAMF, VMWare, and possibly Palo Alto or Aruba devices.

• Project and Operational Skills

• Must be able to independently handle specific deliverables within projects.

• Strong organizational and documentation skills for tracking tickets, changes, and procedures.

• Ability to prioritize, multitask, and meet deadlines.

• Knowledge Required

• Foundational to Advanced Knowledge Across Key IT Areas:

• Networking & Infrastructure

• Basic understanding of LAN/WAN technologies, IP addressing, DNS/DHCP, routers, switches, firewalls.

• Familiarity with physical network installation (cabling, rack equipment).

• Systems Administration

• Basic knowledge of server OS (e.g., Windows Server, VMWare) and desktop environments (Windows, macOS).

• Awareness of deployment tools and desktop imaging systems.

• Software & Tools

• Experience with Microsoft Office 365, Google Workspace, helpdesk ticketing systems.

• Knowledge of educational IT systems (e.g., Brightspace, Banner) is a plus.

• Abilities Required

• Professional Competencies & Behavioral Strengths:

• Problem Solving & Analytical Thinking

• Must be able to independently diagnose and resolve moderate-to-complex technical issues.

• Communication & Interpersonal Skills

• Strong ability to explain technical concepts to non-technical users.

• Ability to write clear documentation and service updates.

• Customer Service Orientation

• Consistently responsive and helpful in user support scenarios.

• Collaboration & Independence

• Ability to work both independently and as part of a team with minimal supervision.

• Willingness to support other IT staff and coordinate across departments.

• Adaptability & Reliability

• Available for emergencies; able to shift priorities as needed. Maintains composure under pressure and during technical crises.

Required Qualifications:

• Bachelor's degree in computer science, information technology, or a related field.
• 2+ years relevant experience in a technical infrastructure, desktop support, or similar role.
• Experience with Windows Server, Active Directory, and Microsoft 365 Administration
• Experience with management platforms like Microsoft System Center, Intune, JAMF, or other endpoint management tools
• Experience with network architecture from Cisco, Fortinet, Palo Alto, or HPE/Aruba Experience with Identity Management and/or Active Directory federation.

Preferred Qualifications:

• Experience with Microsoft servers, VMWare.
• Experience with HP, Aruba, and Palo Alto network equipment.
• Experience with managing desktop environments, SCCM/Microsoft Windows, JAMF/Apple products.
• Experience with managing and designing AV environments
• System administration experience with hypervisors, enterprise storage, and backup systems
• System administration experience with Azure, AWS, Oracle Cloud, Google Cloud Platform, or other public clouds
• Demonstrated knowledge and experience with ITIL and ITSM frameworks/tools.
• Work experience in an educational setting.
• Good written and verbal communication skills, with a strong focus on customer service.
• Ability to explain technical concepts and train others in non-technical terms.
• Ability to work collaboratively in a team environment.
• Good organizational skills with a keen attention to detail.
• Ability to work independently and as part of a team.
• Ability to manage multiple tasks and prioritize effectively.
• Knowledge of higher education applications, e.g., LMS (e.g., Brightspace), ERP (e.g., Banner, DegreeWorks).
• ITIL certification. CompTIA ITF+, A+, Network+, and Server+ certifications.

Starting Salary: $52,000 - $72,000

Application Deadline: Until Filled

Include three (3) professional references (including names, phone numbers and e-mail addresses). References will not be contacted without prior permission of the candidate. Employment at the College may be subject to the favorable result of a background investigation. Official transcripts will be required upon employment. Foreign transcripts which are not accompanied by an evaluation from an approved agency may not be reviewed. Applicants may contact NACES (National Association of Credential Evaluating Service) at www.naces.org to obtain a list of members providing this service. Any expenses incurred for this service must be borne by the applicant. Foreign transcript translations by applicant or educational institution are not acceptable.

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Rockland Community College is an equal opportunity employer. Our mission demonstrates a strong public commitment to a diverse and inclusive campus community