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Job ID: 185132

Lead Desktop Support Analyst, IT Customer Service
University at Buffalo, The State University of New York

Date Posted May 5, 2022
Title Lead Desktop Support Analyst, IT Customer Service
University University at Buffalo, The State University of New York
Buffalo, NY, United States
Department IT Customer Service
Application Deadline Open until filled
Position Start Date Available immediately
  • Classified Staff
  • Information Technology

Position Summary
Our Lead Desktop Support Analysts are technical problem solvers with a passion for exceeding expectation. This highly visible role serves as the face of IT support for senior executives. You will have access to escalation matrices, tools, technologies, and resources for delivering quality results quickly.

We seek Lead Desktop Support Analysts who can deliver top-notch desktop support for end user devices in a complex enterprise environment, have solid technical knowledge, and exceptional customer service aptitude. The Lead Desktop Support Analyst works closely with a highly skilled support team responsible for providing advanced end user device technical support, including applications administration, in support of university business units, computing sites, and classrooms.

In this role you will:
Work with Executive Assistants to coordinate and provide VIP level support
Provide technical support for onsite and offsite presentations, events, and meetings including wireless networking, telephony, projectors, and speakers
Assist with Root Cause Corrective Analysis investigations
Train users in the proper use of hardware and software such as Microsoft 365 and Zoom
Perform operating system and application package upgrades, installations, and reconfiguration
Work as a member of a team in Windows and macOS environments providing technical support for client workstations and related technology.

About UBIT:
It is a great time to join UB Information Technology (UBIT)! Our staff are highly skilled and motivated to succeed and have cutting-edge training and technical resources at their disposal. For more information about UBIT visit our website. All the duties & responsibilities listed above continue to occur in a 24×7 environment, therefore, working extended hours, holidays, or varied hours may be required.

Outstanding Benefits:
In addition to professional growth opportunities, UBIT staff have access to benefits that exceed salary alone. There are personal rewards including comprehensive health and retirement plan options. We also focus on creating and sustaining a healthy mix of work, personal, and academic to support your work-life effectiveness. Visit our benefits website to learn about our benefit packages.

About The University at Buffalo
The University at Buffalo (UB) is one of America’s leading public research universities and a flagship of the State University of New York system, recognized for our excellence and our impact. UB is a premier, research-intensive public university dedicated to academic excellence. Our research, creative activity and people positively impact the world. Like the city we call home, UB is distinguished by a culture of resilient optimism, resourceful thinking and pragmatic dreaming that enables us to reach others every day. Visit our website to learn more about the University at Buffalo.

University at Buffalo is an affirmative action/equal opportunity employer and, in keeping with our commitment, welcomes all to apply including veterans and individuals with disabilities.

Minimum Qualifications
Bachelor’s degree or a combination of education and experience will be considered
2 years experience diagnosing problems and performing maintenance on computers, wireless devices, application software, operating systems and related instructional devices
Experience with Windows and macOS in a desktop support role

Preferred Qualifications
Experience with desktop support in a higher education environment

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