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FUNCTION & SCOPE:

The Level IV Desktop Technician serves as the highest level of end-user support, providing expert technical assistance and ensuring optimal service delivery for the RF Central Office (RFCO). This role is responsible for resolving complex issues, maintaining detailed documentation, and setting a standard for customer service and technical excellence. The ideal candidate is highly organized, proactive, and skilled at multitasking and prioritizing in a fast-paced environment.

DUTIES AND RESPONSIBILITIES:

Key Responsibilities:

+ Provide advanced technical support for desktops, laptops, mobile devices, printers, AV, and peripheral equipment.

+ Deliver exceptional customer service to the RFCO staff, ensuring prompt resolution of IT issues with empathy and professionalism.

+ Act as an escalation point for helpdesk agents, assisting with troubleshooting and mentoring.

+ Diagnose and resolve hardware, software, and network connectivity problems, including Windows, macOS, Microsoft 365, MFA, SSO, SaaS, and enterprise applications for onsite and remote workers.

+ Maintain, update, and enforce documentation standards, including issue tracking, system configurations, and procedures.

+ Prioritize tickets based on impact and urgency, and coordinate with other IT teams as necessary for escalation.

+ Ensure thoroughness and accuracy in problem resolution, follow-up, and communication with end-users.

+ Track assets, manage device lifecycle, and support new hardware/software rollouts at the RFCO.

+ Participate in projects including system upgrades, deployments, cross-department initiatives, and security remediation's.

+ Ensure compliance with IT policies, standard operating procedures, and security protocols.

+ Assist with onboarding/offboarding users in Windows and Oracle environments.

Job Requirements:

Preferred Qualifications:

+ Industry certifications such as CompTIA A+, Network+, or ITIL Foundation.

+ Experience with IT asset management tools and ticketing systems (e.g., MS Team Dynamix, ServiceNow, Zendesk, or Jira).

+ Experience with inventory control, including monitoring stock and setting reorder levels.

+ Familiarity with imaging and deployment tools (e.g., SCCM, Intune).

+ Familiarity with security frameworks such as NIST, CMMC, and PCI.

Key Competencies:

+ Customer Service Excellence - Demonstrates empathy, patience, and professionalism in every interaction.

+ Organizational Skills - Maintains order in documentation, ticket handling, and asset tracking.

+ Prioritization - Assesses urgency and impact to manage workload effectively.

+ Thoroughness - Leaves no issue unresolved or undocumented; follows up to ensure satisfaction.

+ Attention to Detail - Detects subtle issues and prevents recurrence through root-cause analysis, documentation, and training.

+ Documentation - Maintains clear, concise, and useful records of systems, changes, and support history.

Working Conditions:

+ Daily on-site support required; occasional after-hours support for critical issues or planned maintenance.

+ May involve lifting and transporting equipment.

+ Collaborative and professional central office environment.

Compensation for this position: The compensation for this role is between $59,579 - $70,248. The pay will depend on a variety of factors that may include but are not limited to experience, education, training, and certifications

Additional Information:

As an Equal Opportunity / Affirmative Action Employer, The Research Foundation for SUNY will not discriminate in its employment practices due to an applicant's race, color, creed, religion, sex, pregnancy-related conditions, reproductive health decisions, childbirth or related medical conditions, sexual orientation, gender identity or expression, transgender status, age, national origin or ancestry, marital status, familial status, citizenship, physical and mental disability, prior arrest or conviction record, genetic characteristics/genetic information, predisposition or carrier status, domestic violence victim status, military status or service, veteran status, or any other characteristics protected under federal, state or local law. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

Review of applications will begin immediately and continue until the position is filled.

The Research Foundation for the State University of New York is not an agency or instrumentality of the State of New York. Employees of the Research Foundation for the State University of New York are not state employees, do not participate in any state retirement system, and do not receive state fringe benefits. The Research Foundation for the State University of New York operates under a contract with The State University of New York and receives no directly appropriated state funding