The role of a Technology Support Specialist II within our organization is to serve as one of the first points of contact for customers seeking technical assistance over the phone, email, or in-person. This position will work with students and employees at Keuka College troubleshooting level two tasks (e.g., installation, testing, and technical tasks in support of the College's hardware, software, and fleet printing systems) and will support the maintenance of the College’s technical equipment.

Essential Responsibilities:

• Provide level two technical support and diagnosis of operating systems and applications to users of the College's computers (PC & Mac devices) to include tasks such as new machine setup, email configurations, office applications, web browsers, network, fleet printing, and other support needs.
• Assists in performing diagnostics and preventative maintenance to ensure that computer desktop systems are operational. 
• Assists with the project management aspects of upgrading the College's computer fleet to include recording all serial numbers, developing a deployment schedule, and physically deploying the devices across campus.    
• Follows the inventory management protocols and ensures the secure storage of IT assets.
• Assist with troubleshooting and maintaining Extron systems and configurations.
• Providing recommendations for improvements to operational efficiency that will result in better service.
• Participate in ongoing support of classroom systems, events, and A/V needs. 
• Regularly      engages in learning new methods of providing technical support.
• Continually maintains skills and knowledge relative to the position and technology industry, including best practices, evolving operational requirements, and industry trends.
• Serve as team member and contributor for major IT initiatives and projects.
• Responsible for ensuring that assigned tasks are completed in compliance with various institutional and regulatory requirements.
• Contribute to the IT Services Knowledge Base and update SOPs and resources as needed.
• Demonstrate high standards of integrity by supporting the Keuka College mission, vision, and values and adhering to institutional policies.
• Maintain a high regard for student privacy in accordance with the FERPA privacy policies and procedures.
• Able to confront unfamiliar problems and enact an analytical mindset to solve problems.
• Ability to work together with users of a less technical level and explain the workings of a system in simple terms.
• Update and resolve tickets in a timely manner in alignment with department SLAs and direct unresolved issues to the next level of support personnel.
• Maintain a professional and courteous attitude at all times towards co-workers, internal and external customers, representing Keuka College, its programs, policies, and procedures in a positive and professional manner. Maintain effective working relationships to ensure institution-wide teamwork.
• Attend provided/necessary training and other meetings to support effectiveness within the position as required.
• Regular and reliable attendance is expected and required.
• Perform other functions as assigned by management.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Some evening and weekend hours may be required. 
• Occasional lifting up to 50 lbs. 

Employee Benefits Overview

• Comprehensive Medical, Dental and Vision Coverage
• Financial assistance for educational expenses, enabling professional growth and development.
• Protection for you and your loved ones with employer-sponsored life insurance coverage.
• Generous paid time off including holidays and sick leave to ensure work-life balance.
• Retirement benefits eligible on the 1st day of employment and matching contributions after 6 months of employment
• Access to confidential counseling and support services for mental health and personal matters through the Employee Assistance Program

• Associate degree preferred or a minimum of 2 - 4 years related experience.
• Industry Training towards Certification in Technical Discipline (CompTIA+, etc.)
• Excellent oral and written communications skills.
• Excellent Troubleshooting skills.
• Ability to diagnose technological problems and provide clear instructions to end users.
• Must be able to readily learn and adapt to new computing environments.
• Must have strong organizational skills and the ability to work with a minimum of supervision.
• Must be able to prioritize and juggle multiple demands and deadlines.
• Demonstrated ability to work with a team approach and in a service-oriented manner.
• Experience with Windows and MAC Operating Systems and Hardware is required.
• Experience with installing, troubleshooting and configuring multimedia control systems (Extron) is required.
• Understand and behave with a high level of integrity and complete confidentiality at all times.
• Ability to be sensitive to and respond to the needs/concerns of students, faculty, college staff and the public.
• Ability to work under pressure with a high tolerance for interruptions, and the ability to work with diverse groups of people.

Work with Purpose at Keuka College

Keuka College, founded in 1890, is a liberal arts-based, private college located in the heart of New York’s beautiful Finger Lakes.  Our picturesque lakeside campus is more than just a place to work – it’s a vibrant, close-knit environment where collaboration, innovation, and personal growth are valued as much as academic excellence.   

Why Keuka College?

Mission-Driven: Join us in empowering students to lead, serve, and succeed. Our founder Dr. George Harvey Ball’s mission to “bring strength to our nation and help humanity” is still at the heart of what we do.

Experiential Learning: Our immersive approach to education means you’ll work in an environment that values hands-on experience and innovation.

Core Values:

· Create a Strong Sense of Community: Foster a caring, respectful, and diverse environment, emphasizing integrity, leadership, and personal connections.

· Prioritize the Success of Each and Every Student: Focus on student achievement through innovative education, holistic support, and experiential learning.

· Make Thoughtful Use of Resources, Including Ourselves: Collaborate efficiently to maximize resources and empower leadership while maintaining a balanced, goal-oriented environment.

· Engage with Curiosity: Embrace questions, innovation, and lifelong learning with an open and positive mindset.

· Open Doors to Opportunities: Promote equality and provide accessible programs that help individuals achieve their full potential.

Professional Growth: We support your development through training, leadership programs, and a commitment to helping you succeed.

Work-Life Balance: Flexible schedules, wellness programs, and a focus on your well-being allow you to thrive at work and at home.

Inclusive Community: We embrace diversity and foster an environment where everyone belongs.

About the Community

Keuka Park, NY, offers stunning lakeside living and is nestled along the shores of Keuka Lake. Known for its vineyards and scenic outdoor adventures, the area offers everything from hiking and fishing to wine tasting. The nearby village of Penn Yan, less than 10 minutes away, is celebrated for its small-town charm, offering parks, shops, cafes, and plenty of local attractions. Life in the Keuka region moves at a relaxed pace, giving you the opportunity to enjoy the natural beauty and simple joys of lakeside living.

Join Us and Make a Difference
If you’re looking for meaningful work in a community that values your contributions, explore career opportunities at Keuka College and be part of something “small on purpose”.