Job Information
Empire State University Bilingual IT Support Specialist in All Locations, United States
Location: All Locations, United States Category: Professional Posted On: Mon Apr 15 2024 Job Description:
Empire State University, Office of Information Technology Services, seeks a Bilingual IT Support Specialist (State Title: Instructional Support Associate) at one of our New York state locations.
We are seeking a dedicated and experienced Bilingual IT Support Specialist to provide comprehensive IT support services to our diverse student population in both English and Spanish. In this multifaceted role, you will provide exceptional bilingual IT support to our students, faculty, and staff addressing technical issues and inquiries in both English and Spanish. Additionally, you will serve as a vital link between the IT Service Desk and other student support professionals, ensuring seamless communication and collaboration in our online learning environment.
Key Responsibilities:
Provide exceptional bilingual IT customer support to our students, faculty, and staff addressing technical issues and inquiries in both English and Spanish using voice, chat, and online service channels.
Collaborate with our IT team to deliver services in a bilingual environment, enhancing communication and support within the department.
Act as a bridge between ITS and other student support professionals, fostering collaboration and coordination among different departments.
Develop clear and concise multilingual user guides and documentation to assist students, faculty, and staff in navigating IT systems effectively, promoting self-sufficiency in online learning.
Conduct workshops and webinars in Spanish, educating students about IT services, digital literacy, and cybersecurity.
Collaborate closely with other bilingual support staff to ensure seamless communication and holistic support for our diverse student population.
Participate in initiatives aimed at enhancing the overall student experience through integrated support services, with a focus on the unique challenges faced by online students.
Provide valuable input and feedback to improve cross-functional collaborations and support systems, enhancing our online education services.
Essential Functions:
Professionally, respectfully, and effectively represent other Information Technology Services staff members, teams, and their services to the client community.
Provide support for all ITS university enterprise products and services. Support includes answering questions, troubleshooting problems, teaching, or instructing customers regarding software or hardware functionality, and communicating policy in both English and Spanish.
Receive, manage, and help resolve online, chat and phone initiated technical issues and inquiries.
Escalate incidents to the appropriate technician when unable to resolve issues at Tier 1 level.
Preferred Knowledge, Ability and Skills:
Excellent interpersonal skills and ability to empathize with concerned customers.
Strong troubleshooting skills (system-level).
Familiarity with basic web and digital literacy concepts.
Experience using remote support tools (i.e. Bomgar, VPN, RDP, etc.).
Experience with web browsers, e-mail clients, web forms, basic word processing or other office suite (productivity) software.
Familiarity with TDX or other IT ticketing systems.
Working knowledge of:
o Windows OS and Apple OSX and iOS
o Mobile device: iOS and/or Android
o Microsoft 365 and Microsoft Office, including Visio and Project
Additional Experience or familiarity with the following:
o Brightspace or other Learning Management Systems
o Familiarity with ITIL and ITSM frameworks for service management
Job Requirements:
Required Qualifications:
Associate degree or higher in computer sciences, information management, computer technology or a related discipline.
A minimum of 1 year relevant technical support experience.
Bilingual and biliterate in Spanish and English.
Ability to collaborate effectively with diverse teams and professionals across various student support services.
Excellent bilingual verbal and written communication skills.
Preferred Qualifications:
Experience working collaboratively as part of a multi person service desk team.
Experience working in customer service.
Experience working in an academic environment.
Experience developing and conducting training.
Prior knowledge of and experience in working with bilingual and emergent bilingual learners, particularly in online settings.
Prior experience working effectively with faculty, staff, and students from diverse linguistic, cultural, and socioeconomic backgrounds.
Special Information:
The successful candidate must complete and pass an online Spanish language proficiency test prior to an official offer of employment.
Hours: Multiple Shifts:
o Sunday-Thursday, 1:00pm to 9:00pm o Monday-Friday 8:30am - 4:30pmThis position may involve occasional travel.
Applicants must be currently authorized to work in the United States on a full-time basis.
SUNY Empire provides employees with robust remote and flexible work environment to meet the needs of students, faculty, and staff in a dispersed work environment. Various university locations throughout New York State may also be considered.
Additional Information:
Rank/Salary: SL2 - $52,000-$62,000, dependent upon experience and qualifications.
Empire State University is an EOE employer.
We are pleased to offer our employees an excellent benefit package which includes NYS health insurance, free dental and vision, competitive retirement options, and generous vacation, sick and holiday accruals; and a strong emphasis on work-life balance. We also offer professional-development activities for professionals and support staff.
IF YOU NEED A DISABILITY-RELATED ACCOMMODATION, PLEASE CALL THE ADA COORDINATOR AT (518) 587-2100, ext. 2240. IN ACCORDANCE WITH THE TITLE II CRIME AWARENESS AND SECURITY ACT, A COPY OF OUR CRIME STATISTICS IS AVAILABLE UPON REQUEST BY CALLING (518) 587-2100, ext. 2800. IT CAN ALSO BE VIEWED ON-LINE AT THE SAFETY AND SECURITY WEBSITE AT www.sunyempire.edu/safety-security.