Description:
This position is responsible for being the first line of technical support at the College. This position will work with students and employees at Keuka College troubleshooting level one tasks (e.g., installation, testing, and technical tasks in support of the College’s hardware, software, and fleet printing systems) and will support the rest of the Service Desk team with any assigned projects.

PHYSICAL REQUIREMENTS:

• Some evening hours and occasional weekends.
• Occasional lifting up to 50 lbs.

JOIN US AND MAKE A DIFFERENCE

If you’re looking for meaningful work in a community that values your contributions, explore career opportunities at Keuka College and be part of something “small on purpose”

ESSENTIAL RESPONSIBILITIES:

• Provide level one technical support and diagnosis of operating systems and applications to users of the College’s computers (PC & Mac devices) to include tasks such as new machine setup, email configurations, office applications, web browsers, and other support needs.
• Addressing account and licensing issues using Entra and Active Directory.
• Routine maintenance of the College’s computer and printer fleet.
• Routine and emergency maintenance of the College’s classroom and A/V technology.
• Assists in maintaining and repairing computers and other related hardware including re-imaging.
• Assists in performing diagnostics and preventative maintenance to ensure that computer desktop systems are operational.
• Assists with the project management aspects of upgrading the College’s computer fleet to include recording all serial numbers, developing a deployment schedule, and physically deploying the devices across campus.
• Conduct troubleshooting as needed to support the campus community
• Contribute to the IT Services Knowledge Base and update SOPs and resources as needed.
• Demonstrate high standards of integrity by supporting the Keuka College mission, vision, and values and adhering to institutional policies.
• Maintain a high regard for student privacy in accordance with the FERPA privacy policies and procedures.
• Able to confront unfamiliar problems and enact an analytical mindset to solve problems.
• Ability to work together with users of a less technical level and explain the workings of a system in simple terms.
• Update and resolve tickets in a timely manner in alignment with department SLAs and direct unresolved issues to the next level of support personnel.
• Execute processes with a high regard for cybersecurity and compliance regulations.
• Maintain a professional and courteous attitude at all times towards co-workers, internal and external customers, representing Keuka College, its programs, policies, and procedures in a positive and professional manner. Maintain effective working relationships to ensure institution-wide teamwork.
• Attend provided/necessary training and other meetings to support effectiveness within the position as required.
• Regular and reliable attendance is expected and required.
• Perform other functions as assigned by management.

WORK WITH PURPOSE AT KEUKA COLLEGE

Keuka College, founded in 1890, is a liberal arts-based, private college located in the heart of New York’s beautiful Finger Lakes. Our picturesque lakeside campus is more than just a place to work – it’s a vibrant, close-knit environment where collaboration, innovation, and personal growth are valued as much as academic excellence.