Primary responsibilities of the position are to assess, analyze, and identify sources of technical problems and implement appropriate technical solutions in response to requests from all campus constituencies (faculty, staff, and students). Duties include analyzing various system components within a complex operating system and application environment. The position coordinates and prioritizes service requests, contributes to efficient incident resolution through appropriate escalation and collaboration with technical teams, and supports the continuous improvement of service delivery through knowledge base development and process refinement. In addition, the role provides technical guidance and training support to end users, assists with mentoring work-study staff as assigned, and contributes to evaluating and supporting technologies that enhance the campus technology experience.
Essential Responsibilities and Duties:
Service Desk Support and Incident Response
Serves as the initial point of contact for service requests and incidents received via phone, email, walk-up, and the ticketing system. Provides timely, courteous assistance to faculty, staff, and students while adhering to established service desk standards. Performs basic troubleshooting for software, hardware, networking, and telecommunications issues, documenting all interactions and resolutions clearly within the ticketing system. Escalates complex or unresolved issues to the appropriate team or department in accordance with defined workflows and escalation procedures.
Documentation, Knowledge Management, and Process Adherence
Contributes to the creation, maintenance, and continuous improvement of knowledge base articles and service desk documentation. Follows established procedures, standards, and escalation paths to ensure consistent service delivery. Identifies opportunities for process improvements and communicates recommendations to appropriate staff.
Customer Service and Collaboration
Delivers a high level of customer service and professionalism, ensuring follow-up with users to confirm resolution and satisfaction. Works collaboratively with Service Desk staff, Tier II analysts, and other ITS teams to support institutional technology services. Assists with the support and training of work-study students, as assigned, under the guidance of the Service Desk manager.
Minimum of two years of experience providing technical support in mixed computing environments, including Windows and macOS; familiarity with Linux preferred.
Demonstrated knowledge of common operating systems, desktop applications, telecoms support, printer support and peripheral devices.
Experience using service desk or ticketing systems to document, track, and resolve technical issues.
Strong organizational, planning, and time-management skills with the ability to prioritize work effectively.
Excellent verbal and written communication skills, with the ability to support users with varying levels of technical proficiency.
Proven ability to contribute positively to a collaborative, team-oriented work environment that supports institutional priorities and service excellence.
Ability to support, contribute to, and strengthen a vibrant, culturally diverse, and inclusive learning community of students, alumni, faculty, and fellow colleagues.
Bachelor’s degree in a related field, or an Associate’s degree combined with relevant professional experience.
Founded in 1795 as the first planned campus in the United States, Union College is a highly selective, private, residential, liberal arts college with engineering that is consistently ranked among the nation's top colleges. Set on 100 acres in downtown Schenectady, N.Y., including eight acres of formal gardens and woodland known as Jackson's Garden, Union is within easy reach of New York City, Boston, Montreal, rural areas and outdoor recreation.