Required Qualifications (as evidenced by an attached resume) :
Bachelor's degree (foreign equivalent or higher degree) . In lieu of the degree, an Associate's degree (foreign equivalent or higher degree) and two  years of directly related full time experience may be considered. Two (2) years of full-time experience supporting, installing, configuring, and troubleshooting IT equipment. Experience with basic networking and how it relates to desktop support (i.e. TCPIP, Firewalls, command line functions).
Experience working with Windows 8 and/or Windows 10. Experience utilizing remote software solutions to resolve desktop support related issues (i.e. Bomgar, GoToMeeting, etc.). Experience supporting and troubleshooting MAC hardware and software.
Brief Description of Duties:
This position will be the main point of contact for all Information Technology within the assigned areas and buildings. This will include all equipment, Networking, Printer, Tablet, Mobile device troubleshooting, and any other directly related support as it relates to the areas and buildings and the University-wide standards. Therefore, the selected applicant will have the ability to lead, coach and train department employees on various IT processes and equipment in order to ensure all IT needs are met for the end-users.
The successful incumbent will have excellent customer service and interpersonal skills, exercising strong organizational and time-management skills with an exceptional attention to detail. Essential for this role is the adeptness to work independently as well as part of a team with a collaborative approach to problem solving.
Field Support: Provide technical support for end-users for hardware, software,peripherals, and mobile technology via phone, email, chat or in person. This includes, but is not limited to diagnosing various operating systems and application issues, as well as hardware related problems as needed.
Research and Development: Research and document resolutions to technical support issues in the departmental knowledge base and ticket system. In addition, the incumbent will be required to proactively research and understand new technologies as they develop in order to make recommendations for improving the computing experience of the department.
Vendor Support and Implementation: Incumbent will be responsible for acting as liaison for end-users as it relates to their technical support interactions with vendors. This includes but is not limited to providing hardware and software quotes, vendor onsite installations and troubleshooting of hardware and software. At times, the technician may be asked to provide guidance to the vendor regarding the University's best practices as it relates to the respective technology.
Act as an escalation and troubleshooting support person for the Customer Engagement and Support student assistants regarding the diagnosing and repairing of technical related issues.
In the performance of all job duties, at all times for delivering optimal customer service, for protecting institutional data and privacy, and the excellent delivery of solutions and services by following divisional and University policies, procedures, and processes.
Other duties or projects as assigned as appropriate to rank and department mission such as providing back-up coverage for various other professional technical support positions as needed.
This is a full time appointment. FLSA Nonexempt position, eligible for the overtime provisions of the FLSA.
Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor's Office of Employee Relations at (518) 474-6988 or via email at
About Stony Brook:
Stony Brook University, home to many highly ranked graduate research programs, is located 60 miles from New York City on Long Island's scenic North Shore. Our 1,100-acre campus is home to 24,000 undergraduate, graduate, and doctoral students and more than 13,500 faculty and staff. SBU is a comprehensive research-intensive university and a member of the prestigious Association of American Universities (AAU), which includes 34 public universities among its 62 members. SBU consists of 12 schools and colleges and a teaching hospital that provides state-of-the-art healthcare in the Long Island region. SBU also manages and performs joint research with Brookhaven National Laboratory, the only Department of Energy Laboratory in the Northeast, and shares doctoral programs with Cold Spring Harbor Laboratory, a world-renowned molecular biology institute. Home to the Emerson String Quartet, the Jackson Pollock House in East Hampton, New York, the Humanities Institute, and the Southampton Arts Program, and with endeavors that extend to the Turkana Basin Institute in Kenya and the Ranomafana National Park in Madagascar, SBU sustains an international reputation that cuts across the arts, humanities, social sciences, and natural sciences.
Stony Brook University/Research is an Equal Opportunity /Affirmative Action Employer. We encourage all to apply including individuals with disabilities and protected veterans.
If you need a disability-related accommodation, please call the University Human Resource Services Department at (631) 632- 6161 or the University Hospital Human Resources Department at (631) 444-4700. In accordance with the Title II Crime Awareness and Security Act, a copy of our crime statistics is available upon request by calling (631) 632- 6350. It can also be viewed online at the University Police website at http://www.stonybrook.edu/police .
Department/Hiring Area: Division of Information Technology - Customer Engagement and Support-Stony Brook University
Schedule: Full-time Shift: Day Shift Shift Hours: 8:30 a.m. - 5:00 p.m. Pass Days: Sat, Sun
Posting Start Date: Dec 30, 2019
Posting End Date: Jan 30, 2020, 4:59:00 AM
Salary: Commensurate with experience
Salary Grade: SL2
Appointment Type: Term
Internal Number: 1904516
About Stony Brook University
FROM ITS BEGINNINGS A HALF-CENTURY AGO, STONY BROOK UNIVERSITY HAS BEEN CHARACTERIZED by innovation, energy and progress, transforming the lives of people who earn degrees, work and make groundbreaking discoveries here. A dramatic trajectory of growth has turned what was once a small teacher preparation college into an internationally recognized research institution that is changing the world.