Help Desk Associate

SUNY Delhi seeks a Help Desk Associate to provide first-level IT support to the campus community onsite in Delhi, NY. The role encompasses troubleshooting hardware, software and peripherals, supervising student workers, documenting support processes, and delivering training and printer-related services at the campus help desk.

Responsibilities

• Deliver courteous and effective support across campus services, including email, self-service portal, supported applications, classroom troubleshooting, event setup, printer support, and software/hardware training and troubleshooting.
• Diagnose and resolve both simple and complex problems; respond to escalations, perform triage, provide remote resolution when possible, and dispatch tickets to appropriate teams or vendors for resolution.
• Apply strong customer-service practices to ensure user satisfaction and a positive experience, including active listening, clear questioning, maintaining composure during busy periods, and patience with frustrated users.
• Communicate with customers via phone, in person, and through email or the ticket system.
• Supervise Help Desk Assistants (student workers) daily, providing training, guidance and encouragement.
• Create and manage student work schedules, track deviations, and approve timesheets.
• Capture and document customer information, analyze issues, and develop clear, actionable documentation and how-to guides.
• Follow procedures to log issues in the ticket system, document troubleshooting steps, and escalate queries as needed.
• Assist with printer setup, installation, troubleshooting, the student print management system, and manage printer inventory, supplies, and service coordination.
• Develop and deliver trainings for the campus on current and upcoming technologies and tools.
• Pursue ongoing education and training to stay current with operating systems, technology and campus applications.
• Support campus operations during core hours and extended Help Desk hours and days.
• Provide support for campus events, with occasional evening or weekend availability to report to campus or respond remotely.

Requirements

• Associates degree or an equivalent combination of education, certifications and experience will be considered.
• Strong customer service and effective communication skills, for both technical and non-technical audiences.
• Excellent attention to detail and reliable follow-through.
• Positive, teachable, energetic, well-organized, self-directed and task-oriented approach.
• Demonstrated work ethic, flexibility, and ability to collaborate within a team environment.
• Experience using and supporting Microsoft Windows.

Technologies

• Microsoft Windows
• Microsoft 365 Apps
• TeamDynamix
• Papercut
• Canon DMCs

Preferred Qualifications

• Bachelor's degree or a combination of education, certifications and experience will be considered.
• Two or more years of professional experience in technical support or instructional technology support, with leadership experience preferred.
• Experience in technical support or instructional technology support roles.
• Proficiency with ticket lifecycle management; TeamDynamix experience is a plus.
• Experience with Microsoft 365 Apps.
• Experience with Papercut and Canon DMCs.
• Experience documenting new and existing processes and updating documentation when changes are needed.
• Ability to handle spontaneous work demands while undertaking projects requiring advance planning.

Benefits

• Full New York State UUP (FT) benefits

Location

Delhi, NY

Job Type

Full-time

Category

Staff

Posted On

Fri May 1 2026

Job Description

SUNY Delhi is seeking an experienced, energetic, engaging and collaborative individual to work as part of a team that provides timely hardware, software and peripheral support to the SUNY Delhi community.

As part of the first point of contact team, the Instructional Support Associate provides first-level IT support to end users by phone, email, and in person. The role requires strong customer service, analytical, and problem-solving skills to assist with a wide range of technical issues and escalate requests to higher-level support when appropriate. The position also supervises and trains student employees and provides oversight of support activities, ensuring tickets are accurate and service pro.

Salary

USD 51,261 per year

Additional Information

• Salary: 51,261 USD (SL2), commensurate with experience and qualifications
• Full-time, 12-month position
• Budget Title: Instructional Support Associate
• Reports to: Manager of Customer Support Services
• Work Schedule: Monday - Friday days, occasional evening and weekend monitoring, infrequent on-site off hours
• Full New York State UUP (FT) benefits
• More details about SUNY benefits are available

Education and Experience

Minimum education includes an associates degree; a combination of education, certifications and experience will be considered. Preferred qualifications include a bachelor's degree and several years of related experience.