Technical Support Specialist

Location: Herkimer

Job Description:

Basic Function:
The Technical Support Specialist reports to the HCCC Director of Information Technology and Information Systems, with ITEC management oversight.
* This position provides advanced technical support, maintains institutional IT systems, and supports faculty, staff, and students across the campus. The specialist is required to comply with all HCCC, SUNY, and ITEC policies, including ITEC security policies and procedures, and to participate in required security related training. The position also requires timely response to emergency incidents occurring during and outside normal business hours, both on campus and for ITEC, to meet established service level expectations.

All responsibilities and tasks assigned by the specialist's management are expected to be performed independently, accurately, and in a timely manner, primarily during standard business hours and as required outside of those hours. The employee is responsible for promptly notifying their supervisor of any issues, obstacles, or concerns that may impact the completion of assigned duties.

Major Responsibilities:

• Provide technical support as needed for campus users, infrastructure and equipment.
• Carry out technical and physical tasks involving configuration and distribution of computers.
• Manage help desk and department work through the campus ticket system.
• Manage select administrative applications on servers and workstations.
• Assist in management, maintenance, and troubleshooting of wired network and Wi-Fi infrastructure.
• Maintain an inventory of all campus computers and related equipment, campus software licenses and installs, and IT equipment life cycles.
• Contribute to and maintain department electronic records including policy, procedures, and technical documentation.
• Coordinate and schedule installation of patches and upgrades to infrastructure and equipment.
• Research, advise, and process campus technology related and IT department purchases.
• Collaborate with IT Director and other stakeholders in meeting campus strategic goals within IT.
• Participate in presentations, conferences, seminars, and workshops as needed.
• Review the latest technical journals for operating system and hypervisor related updates throughout the industry.
• Expand working knowledge and remain current in those related technologies, and conduct technical workshops as needed.
• Support other ITEC teams as needed.
• Related duties as assigned
• Must be available to cover regular hours and emergencies as needed.

Requirements:

Required

Skills and Abilities

:

• Requires hands-on expertise in installing, configuring, and maintaining desktops, servers, and network components.
• Skill in working with enterprise tools like SCCM, JAMF, VMWare, and possibly Palo Alto or Aruba devices.
• Must be able to independently manage assigned project deliverables.
• Strong organizational and documentation skills for tracking tickets, changes, and procedures.
• Ability to prioritize, multitask, and meet deadlines.
• Foundational to Advanced Knowledge Across Key IT Areas:
  • Networking & Infrastructure
  • Basic understanding of LAN/WAN technologies, IP addressing
  • DNS/DHCP, routers, switches, firewalls
  • Familiarity with physical network installation (cabling, rack equipment)
  • Basic knowledge of server OS (e.g., Windows Server, VMWare) and desktop environments (Windows, macOS)
  • Awareness of deployment tools and desktop imaging systems
  • Experience with Microsoft Office 365, Google Workspace, helpdesk ticketing systems
• Problem Solving & Analytical Thinking
• Must be able to independently diagnose and resolve moderate-to-complex technical issues.
• Strong ability to explain technical concepts to non-technical users.
• Ability to write clear documentation and service updates.
• Consistently responsive and helpful in user support scenarios.
• Ability to work both independently and as part of a team with minimal supervision.
• Strong customer service focus.
• Available for emergencies; able to shift priorities as needed.
• Maintains composure under pressure and during technical crises.
• Good verbal communication skills with a keen sense of detail.

Minimum Experience and Educational Background:

• Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience).
• 2+ years relevant experience in a technical infrastructure, desktop support, or similar role
• Experience with Windows Server, Active Directory, and Microsoft 365 Administration
• Experience with management platforms like Microsoft System Center, Intune, JAMF, or other endpoint management tools
• Experience with network architecture from Cisco, Fortinet, Palo Alto, or HPE/Aruba
• Experience with Identity Management and/or Active Directory federation

Additional Information:

Preferred Experience:

• Experience with Microsoft servers, VMWare
• Experience with HP, Aruba, and Palo Alto network equipment
• Experience with managing desktop environments, SCCM/Microsoft Windows, JAMF/Apple products
• System administration experience with hypervisors, enterprise storage, and backup systems
• System…