Desktop Support Technician III

Cold Spring Harbor Laboratory is hiring a Desktop Support Technician III.
The Desktop Support Technician III provides IT Help Desk services and related IT operations support for the CSHL community including, service call resolution, desktop engineering, patch management, asset management, access management, and software management. Working with users of Apple, Linux, and Windows machines, we seek an engaged listener and trouble-shooter, who solves problems faced by users with urgency, accuracy, and empathy.
 
Reporting to the Manager, Desktop & End User Services, the Desktop Support Technician III represents the “face” of the CSHL IT user experience. The top candidate will demonstrate effective understanding and translation of user issues into resolution or escalation to other IT teams, owning full accountability on behalf of IT to users.  In addition to delivering desktop and endpoint services, this role helps define hardware and software standards in conjunction with stakeholders and supports the procurement and configuration of workplace technology. The Desktop Support Technician III follows standards and SOPs and owns one or more department responsibilities such as lifecycle inventory management, patching, or training. A commitment to actively pursue personal development to stay current and relevant in support of the CSHL community is expected.

Service Desk Management:

• As a key member of the Help Desk team, ensures friendly, efficient, and effective handling of user requests, incidents, and problems with a customer-centric approach through phone and in person consultation.
• Follows service desk processes and procedures to ensure consistent and high-quality customer service. Documents calls and issues completely and consistently, to assure knowledge transfer and effective resolution of problems. Assures effective coordination between IT Service Desk (tier 1), tier 2 and tier 3 resources. 
• Contributes to the continual improvement of effective management of issues and incidents. Collaborates with other members of the service desk team to establish, publish, and monitor key performance indicators (KPIs) to measure service desk performance and identify areas for improvement.
• Maintains current knowledge of key technology trends, proactively preparing to assist the community with recommendations (e.g., features in new versions of Office, relevant AI use cases, restrictions, cybersecurity issues).
• Communicates and builds strong collaborative relationships with key stakeholders.

• Adheres to best practice support models to improve client services including ISO 90000 or ITIL4 practices for service and application support, problem and incident management, end user technology management (inventory, configuration management, patching, desktop engineering), identity and access management, and management of continuous improvement.
• Provides support and/or services for provisioning, installation/configuration, and maintenance of IT client system hardware, peripherals, software, and related infrastructure. Supports the CSHL community to adhere to standards for configurations.
• Participates in new initiatives such as mobile device support/management, endpoint security initiative execution.
• Participates in proactive maintenance and monitoring procedures to identify and address potential issues.

• Collaborates with the Information Security team to address vulnerabilities, monitor security incidents, and implement security best practices.
• Provides access management services with responsiveness and adherence to policy.

• Light coordination with vendors and/or other CSHL teams to aid the procurement of necessary hardware, software, and services, ensuring cost-effective solutions that align with business needs.

EDUCATION: 
Bachelor's degree in information technology, computer science, or a related field (or equivalent combination of education and work experience).
EXPERIENCE: 

• 5+ years of operational experience in IT client/end-user support and in IT desktop infrastructure operations.
• 3+ years of IT Service Desk experience, including incident, problem, and request management processes.
• Deep technical background in IT infrastructure and IT operations, ideally with Microsoft products, Apple products, Linux, Google Workspace, Box, Print Servers, Manage Engine, VDIs, Slack, O365, ITIL4 framework, and desktop engineering, application provisioning and patching.
• Working knowledge of mobile device management technologies and industry-accepted security policies.
• Very strong verbal and written communication skills, including the ability to communicate, motivate, and collaborate effectively with diverse groups of people.
• Ability to troubleshoot and support/drive issues to resolution, including root cause analysis.

• Motivated, friendly, committed, and energetic self-starter, dedicated to providing high quality and responsive IT services.
• Excellent organization, time management and prioritization skills to manage multiple projects, locations, and technology needs.
• Ability to manage user expectations, maintain problem oversight, and manage multiple simultaneous project tasks.
• Ability to prioritize demands across functional work areas.
• Establishes a practical working knowledge of CSHL business processes, interacting with key business partners to recommend solutions that best meet the strategic needs.
• Has a mindset to improve standards, simplify, enhance functionality and/or transition to solutions to improve supportability

How to Apply: 
For immediate consideration, candidates should create an account and apply to the position found here:  Desktop Support Technician III | Job Details tab | Career Pages (schooljobs.com)   Position ID: 997
 
Environment

Cold Spring Harbor Laboratory is a world-renowned biomedical research institution in New York. It has shaped contemporary biomedical research and is the home of eight Nobel Prize laureates. Cold Spring Harbor Laboratory provides a highly dynamic and interactive research environment and also a unique opportunity of timely exposure to advances in various biomedical research fields and of interaction with a broad range of researchers from all over the world through its renowned Meetings and Courses program. We believe that science is for everyone. We have had researchers with a variety of backgrounds and believe in the importance of diversity, equity, and inclusion.
 
Compensation and Benefits

Our employees are compensated in many ways for their contributions to our mission, including competitive pay, exceptional health benefits, retirement plans, time off, and a range of recognition and wellness programs. Visit our CSHL Benefits  sites to learn more. The salary range for this role is $62,000-80,000.   The salary range listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a base salary and/or rate, several factors may be considered as applicable (e.g., years of relevant experience, education, credentials, and internal equity).
 
CSHL is an EO/AA Employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status. VEVRAA Federal Contractor