The Junior Helpdesk Support Technician provides direct staffing of the College helpdesk, fielding calls from employees and students within the institution and providing direct phone support as well as subsequent referrals. The technician provides day-to-day supervision of the centralized academic labs and direct support as necessary to students and employees. The technician will help with the implementation of general IT functions, including but not limited to software installation and troubleshooting, Operating System installation and troubleshooting, as well as research and development of new applications.

FLCC is committed to diversity, equity and inclusion, and strives to provide an environment that embodies these principles. We strive to attract talented personnel from diverse backgrounds and traditions, particularly of race and ethnicity, gender, gender identity, sexual orientation, nationality, culture, religion, worldview and physical and mental abilities. As such, applicants from historically under-represented groups are highly encouraged to apply.

This is a part-time position, approximately 20 hours per week.

Qualifications:

Educational Background: Minimum of an Associate’s Degree, or combination of classes and work experience, in a computer-related area. Bachelor’s Degree preferred.
Experience: Competent in the use of current technical communication and productivity tools, with an ability to communicate well and respectfully with staff and students. Experience with the installation, configuration, and troubleshooting of computers, peripherals, and computer applications is required. Experience with the use of Windows and Macintosh, Windows-based and Macintosh-based applications, Internet, and email is highly desirable. Experience with the creation of documentation, multi-media creation, presentation software and A/V equipment, and supporting and/or training users is also desirable.

Essential Functions:

1. Provides helpdesk coverage and direct telephone support to employees and students institution wide. Provides referral of problems to appropriate computing services personnel.
2. Provides direct user support, training, and consulting in the use of desktop applications and peripherals. Provides direct one-on-one consultation as needed.
3. Conducts preliminary troubleshooting and problem resolution for Informational Technology.
4. Administrates the helpdesk ticket software.
5. Key individual for creating documentation for applications and Knowledge Base of the Helpdesk software with approval of the Manager of Technical Support Services.
6. Assists the IT area as needed in maintaining essential desktop computing services to include troubleshooting and component/peripheral repair and replacement.
7. Functions as an IT staff member, assisting with high priority Division operations on an as needed basis.

PHYSICAL REQUIREMENTS:
In accordance with the Americans with Disabilities Act, this job description contains only qualifications that are required, with or without a reasonable accommodation.

1. Ability to use computer for extended periods of time.
2. Ability to move to other parts of the building and to bend down for assistance with equipment setup
3. Ability to lift up to 20 pounds across offices for various needs.
4. The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.

Benefits and Salary Range:

1. $20.00 per hour and is commensurate with experience and qualifications
2. NYS Retirement
3. SUNY Voluntary Savings Plan

Application Instructions:

Applicants interested in applying MUST submit the following documents via online:

1. Resume/Cv

2. Cover letter

Applications will only be accepted online.

Finger Lakes Community College does not discriminate against any employee, applicant for employment, student or applicant for admission based on an individual’s race, color, national origin, religion, creed, age, disability, sex, gender identification, gender expression, sexual orientation, familial status, pregnancy, predisposing genetic characteristics, military status, veteran status, domestic violence victim status, criminal conviction or any other category protected by law. The College adheres to all federal and state civil rights laws prohibiting discrimination in public institutions of higher education.