Desktop Support Technician

Description
The Information Technology Service Group (ITSG) provides administrative, faculty, and research IT assistance to the College of Engineering, Computing and Information Science, etc. Members of this team work collaboratively to provide Applications and Reporting, Infrastructure, Instructional, Desktop, Network, Research, Security and Web support.
COE/CIS/Tech incorporates approximately 4,000 faculty, staff, graduate students, and undergraduates. The team member will contribute as a member of the ITSG, reporting directly to the supervisor of the end-user support team. This position will deliver a high level of IT support (asset management, desktop engineering, audio visual, and general support), provide consultation and advise on particularly complicated issues, partner with academics and students to provide IT solutions that enable research, and provide technical leadership within the team. The team member will work with and understand the needs of the clients, which include faculty, students, and staff, in order for the communities to achieve their mission.
Required Qualifications:
Bachelor's degree with at least three years' experience or equivalent combination required. A minimum of three years support experience in a desktop support role is required.
- Experience with Linux, Macintosh and Microsoft Operating Systems.
- Strong team member, interpersonal, organizational, written and verbal communication skills necessary. As the role provides advice and problem resolution for the community. Organizational skills, the ability to manage multiple tasks at the same time, the ability to take initiative are essential, the ability to work under pressure.
- Ability to provide excellent customer service utilizing qualities that include patience, attentiveness, clear communication skills, ability to use positive language, tenacity, and a calming presence.
- Must be able to analyze needs and solve problems in a highly interrelated, networked computing environment. This involves understanding the interactions of multiple services on several different computer operating systems using a variety of network protocols.
- Strong ability to rapidly learn and understand technical material and to communicate technical information clearly to people with a wide range of technical sophistication.
- Experience in end user documentation, and training documentation is highly desirable.
- Must be willing to respond to computer emergencies at almost any time on nights, weekends, and holidays, and work until the problems have been resolved.
- Experience with Audio Visual and Distance Learning is a plus.
Support (45%)
- Verify, diagnose, troubleshoot, repair, and provide help-desk support to the community related to IT with a customer-focused orientation
- Analyze, make recommendations, and resolve problems in a timely, friendly, and responsive manner. This requires background research to identify the root cause of the issue and then developing and implementing innovative solutions that will meet the work needs of the customer.
- Analyze problems and system requirements and make recommendations on software options, user environments, and systems used to optimize productivity and minimize impact on other users or systems.
- Recommend and implement best practices in online documentation for highly complex computing environments for a large user community with a broad range of technical capabilities.
- Collaborate with vendors as needed for specific technical problem resolution and/or to research and identify new approaches to meet customer business needs.
- Document services provided to the community
- Communicate or ensure the communication of software/hardware updates, outage communications, technology changes, warnings, etc. to IT customers who may be affected by such events by updating website information, authoring and generating emails for College wide distribution or other appropriate means of communication to the College user community.
- Provide one on one or group training session for faculty, students and staff on services specialized to the COE/CIS environment.
- Collaborate among COE/CIS IT teams.
- Manage and control IP assignments (~400), perform periodic spot checks of systems to ensure compliance with departmental, college, and university security policies and procedures.
- Coordinate with network and security teams to provide advice and assistance to management regarding sensitive data storage and handling processes
Desktop Engineering (25%)
- Coordinate, schedule releases of operating systems and patches and ensure minimal impact on the end user
- Maintain user accounts customized to needs
- Set up peripherals, i.e. printers, scanners, mobile devices, etc.
- Document, test and modify computer configurations and programs across a multi-operating system platform, including Windows, Linux and/or UNIX, and Macintosh operating systems.
- Collaborate with other ITSG colleagues in systems and security to ensure systems are well supported.
- Collaborate with COE/CIS and CIT subject matter experts on the direction of emerging technologies. Research, test, and facilitate new services both in lead
and support roles as needed.
Asset Management (10%)
- Facilitate purchases of equipment while promoting standardization and adherence to proper university purchasing policies. Track and receive packages/purchases.
- Follow protocols on inventory of equipment, storage, and proper disposal
- Coordinate software licensing for the community
- - Collaborate with staff and faculty regarding the yearly workstation replacement program
Audio Visual and Distance Learning(15%)
- Setup Classrooms for Audio Visual and/or Distance Learning Classes
- First Level troubleshoot Audio Visual and Distance Learning hardware.
Other (5%)
Provide technical advice and expertise to other end-user team members
Lead team initiatives & projects as requested
Miscellaneous duties as assigned and continuous learning
Skills
Desktop, Windows 10, Troubleshooting, macos, Support, Hardware, Active directory, Windows, Customer service
Top Skills Details
Desktop,Windows 10,Troubleshooting,macos
Additional Skills & Qualifications
Skills for Success
Inclusiveness
-Shows respect for differences in backgrounds, lifestyles, viewpoints, and needs in reference to areas such as ethnicity, race, gender, creed, and sexual orientation
-Promotes cooperation and a welcoming environment for all
-Works to understand the perspectives brought by all individuals
-Pursues knowledge of diversity and inclusiveness
Adaptability
-Is flexible, open and receptive to new ideas and approaches
-Adapts to changing priorities, situations, and demands
-Handles multiple tasks and priorities
-Modifies one's preferred way of doing things
Self-Development
-Enhances personal knowledge, skills, and abilities
-Anticipates and adapts to technological advances as needed
-Seeks opportunities for continuous learning
-Seeks and acts upon performance feedback
Communication
-Demonstrates the ability to express thoughts clearly, both orally and in writing
-Demonstrates effective listening skills
-Shares knowledge and information
-Asks questions and offers input for positive results
Teamwork
-Builds working relationships to solve problems and achieve common goals
-Demonstrates sensitivity to the needs of others
-Offers assistance, support, and feedback to others
-Works effectively and cooperatively with others
Service-Minded
-Is approachable/accessible to others
-Reaches out to be helpful in a timely and responsive manner
-Strives to satisfy one's external and/or internal customers
-Is diplomatic, courteous, and welcoming
Stewardship
-Demonstrates accountability in all work responsibilities
Experience Level
Entry Level
Job Type & Location
This is a Contract position based out of Ithaca, NY.
Pay and Benefits
The pay range for this position is $20.00 - $27.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Ithaca,NY.
Application Deadline
This position is anticipated to close on Aug 8, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.