Desktop Support / User Support Technician

University at Buffalo; Buffalo (NY); Hybrid; USD 65,000 - 70,000; Full time

Job summary

The State University of New York at Buffalo, within the Jacobs School of Medicine and Biomedical Sciences, seeks a Desktop Support/User Support Technician for PC hardware, networking, and application issues. You will assist students, faculty, and staff and coordinate with central IT and AV services.

The role requires on-site presence at 955 Main Street with core hours 8:30 a.m.–4:30 p.m., Monday–Friday, plus a 24/7 rotating on-call schedule. Travel within NY is required.

Qualifications

• Bachelor’s degree in related field, or professional certification with 1–2 years of experience.
• Local travel required; must have valid NY driver’s license or ability to meet transportation needs.
• MAC/PC/Application troubleshooting experience.

Responsibilities

• Resolve PC hardware, networking, and application issues for students, faculty, and staff.
• Log, track, and escalate problems using the ticket system; communicate downtime and updates.
• Provide direct operational IT/AV support across Jacobs School sites and UBMD Practice Plans.
• Participate in a 24/7 on-call rotation and on-site coverage as needed.

Skills

MAC/PC Troubleshooting

Diversity communication

Customer-focused support

Problem solving

Education

Bachelor’s degree or cert with 1–2 years experience

Tools

MS 365

Zoom

Microsoft Teams

Panopto

SCCM

BOX

OneDrive

JAMF

Beyond Trust

Windows 10/11

macOS

Job description

This position is in the Jacob School of Medicine and Biomedical, Office of Medical Computing. The Desktop Support / User Support Technician is the primary contact for issue resolution related to PC hardware, networking, and applications issues for students, faculty, and staff in the Jacobs School of Medicine and the UBMD Practice Plans and serves as a backup to the AV / User Support Technician in the Office of Medical Computing. The technician is responsible for issue determination, problem/incident and resolution ticket recording, problem escalation as needed, and provides direct operational services and assistance to all user departments. The technician responds directly to user support requests by phone, email, ticket system, or in person to effect problem resolution. Installs, updates, and provides technical support in the use of PC equipment as necessary. The technician provides users with linkage to centrally supported IT and AV services as needed. Coverage will include the Jacobs School sites as well as the UBMD Practice Plans remote sites. The technician is responsible for downtime communication and coordination. Work will include weekends and out of hours events as well as a 24/7 rotating on-call schedule.

Core Hours & Location: This is a full-time, in-office position with core working hours of 8:30 a.m. to 4:30 p.m., Monday through Friday. The incumbent is expected to be physically present at 955 Main Street during core hours.

On-Call Rotation: The position participates in a 24/7 rotating on-call schedule with team members to provide coverage for password resets, system downtime, and outage coordination and communication. On-call staff are required to respond only when contacted for an incident.

• Our benefits, where we prioritize your well-being and success to enhance every aspect of your life.

The University at Buffalo is an affirmative action/equal opportunity employer and, in keeping with our commitment, welcomes all to apply including veterans and individuals with disabilities.

Minimum Qualifications

• Bachelor’s degree in related field, or professional certification with 1-to-2-year experience in related field.
• This position requires local travel, therefore appointees will be required to have a valid license to operate a motor vehicle in New York State or otherwise demonstrate their capacity to meet the transportation needs of the job.

Preferred Qualifications

• Specific MAC /PC/Application trouble shooting experience.
• Effectiveness in working with diverse people having a broad range of skill levels and disciplinary backgrounds.
• Experience with one or more of the following tools (or similar): MS 365, Zoom, Microsoft Teams, Panopto, SCCM, BOX, MS OneDrive, JAMF, Beyond Trust (Bomgar), WindowsOS Pro (10,11), MACOS.
• Experience working in a higher education environment.
• Experience working in a medical practice environment.

Physical Demands

Driving Requirements: This position will never drive a university owned vehicle.

Salary Range

Salary Range $65,000 - $70,000

Additional Salary Information

Additional Salary Information The salary range reflects our good faith and reasonable estimate of the possible compensation at the time of posting, the role and associated responsibilities, and the experience, education, and training of the selected candidate.

Job Type

Job Type Full-Time

Campus

Campus Downtown Campus

Contact Information

Contact's Name Bradley Beardslee

Contact's Title Director of the Office of Medical Computing

Contact's Email

Contact's Phone [phone]

Supplemental Questions

Required fields are indicated with an asterisk (*).

• * Please indicate your current employment affiliation with the University at Buffalo.
  • Faculty
  • Faculty Student Association (FSA)
  • Research Foundation Employee
  • State Classified
  • State Professional
  • UB Foundation
  • TA/GA
  • Student
  • No Current Employment Affiliation
• * How did you first hear about this employment opportunity?
  • AcademicKeys.com
  • CareerExposure.com
  • CareerWomen.com
  • Chronicle of Higher Education
  • DiversitySearch.com
  • GoogleJobs.com
  • HERCjobs.org
  • HigherEdJobs.com
  • IMDiversity.com
  • Indeed.com
  • LinkedIn.com
  • MBACareers.com
  • Conference
  • Personal Referral
  • UBJobs.buffalo.edu
  • Other

UB is an AA/EOE and welcomes all to apply including veterans and individuals with disabilities. Arrangements will be made if an applicant has a disability in order to provide access to the application, interview and selection process upon request. Reasonable accommodation requests must be made in a timely manner by email at [e-mail] or by phone [phone].