IT Helpdesk Specialist

Cayuga Community College, a unit of the State University of New York with locations in the
cities of Auburn and Fulton, is a two-year community college sponsored by Cayuga County. Committed to being the community college for both
Cayuga and Oswego counties, the College offers transfer and career-oriented curricula on a degree and certificate basis through day,
evening, online, and summer sessions. For groups such as high school students, government agencies, retirees, and industrial, business and
professional personnel, the College also offers credit and credit-free specialized instruction according to need and interest.

Cayuga Community College is a supportive and inclusive institution where students are encouraged to grow, discover their highest
potential, and advance their educational and professional goals. We are committed to student success and providing accessible learning
opportunities that lead to valuable career and transfer pathways.

Job Description:

DEPARTMENT: Information
Technology

APPOINTMENT: 12 Months (Administrative/Professional, grade 4)

REPORTS TO: Manager of IT User Services

*This position is eligible for telecommuting/hybrid up to 50% of the work schedule, subject to approval. The successful candidate
must establish and maintain residency in NY State.

Summary

The IT Helpdesk Specialist provides tier 1, just-in-time
technical support to Cayuga students, faculty, and staff and works to create and maintain consistent technical documentation for
college-systems. Position may require evening and weekend hours.

General Functions:

• Act as single point of contact for
  College technical issues, including log in problems and tier 1 troubleshooting for College-supported systems, Office 365, Brightspace, other
  systems as needed.

• Direct support requests needing higher-level support or training, as needed, to the appropriate office
  or department.

• Help support the creation and maintenance of training and documentation for college-supported systems for
  students, faculty, and staff in collaboration with relevant offices and departments.

• Assist the Manager of IT User
  Services in evaluating Help Desk processes and support needs.

• Collaborate with IT staff to manage assignment of Help Desk
  tickets.

• Collaborate with IT, Distance Learning, and other offices to identify Help Desk needs.

• Supervise work study students supporting the Help Desk.

Requirements:

• Associates degree in
  computer science, data processes, or commensurate experience in a technical support/customer service support related field.
• Demonstrated ability to communicate effectively and professionally with users through email, by phone, and face-to-face.
• Previous knowledge and experience with helpdesk systems preferred.

Additional Information:

This
position is eligible for telecommuting/hybrid up to 50% of the work schedule, subject to approval. The successful candidate must establish
and maintain residency in NY State.

Application Instructions:

To be considered for this position, please
submit resume and cover letter at the time of application.

A professional reference check will be required prior to a formal offer
of employment. Finalists will be notified and references will be requested at that time in the process through a separate online platform.
Cayuga Community College requires three professional references, at least one of which must be a current or former supervisor.

Review of applications will begin immediately and continue until the position is filled. Salary will commensurate with credentials
and relevant experience unless an exact amount is listed.

Offers are contingent upon the completion of a background check.

Applicants must be currently authorized to work in the United States for any employer. Cayuga Community College is unable to
sponsor or take over sponsorship of an employment Visa at this time.