Desktop Support / User Support Technician

University at Buffalo; Buffalo (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

University at Buffalo's Jacobs School of Medicine and Biomedical Sciences invites applications for a Desktop Support / User Support Technician. This in-office role provides primary support for PC hardware, networking, and applications for students, faculty, and staff, with a focus on timely resolution and user satisfaction.

Responsibilities include incident tracking, problem determination, and liaison to central IT and AV services.

Responsibilities

• Respond to user support requests by phone, email, ticket system, or in person to resolve issues.
• Install, update, and provide technical support for PC hardware, networking, and applications.
• Record problems and resolutions, escalate as needed, and coordinate downtime communications.
• Work includes weekends, evenings, and a 24/7 rotating on-call schedule.

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.

Learn More

• Our benefits, where we prioritize your well-being and success to enhance every aspect of your life.
• Being a part of the University at Buffalo community.

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.