User Experience Technical AssistantCategory: Administrative/ProfessionalDepartment: Information
Technology/ComputersLocations: Batavia, NY
Posted:Closes:Type:Position ID: 202137
About Genesee Community College:Founded in 1966 as part of the prestigious State University of New York (SUNY), Genesee Community College serves a 2500 square mile region in the counties of Genesee, Livingston, Orleans and Wyoming. GCC is a student-centered collegiate community that annually serves more than 4,300 students with 75+ academic degrees, certificates and micro-credentials, and several campus locations in Western New York State. Located in Batavia, GCC is only a short drive away from Buffalo and Rochester.
One of GCC's trademarks is cutting-edge technology that includes the Conable Technology Building, 54 Hyflex Classrooms, 88 smart classrooms, 27 computer labs and 8 science labs. Both the onsite and online learning modalities boast a 14:1 student-to-faculty ratio, giving students plenty of hands-on, one-to-one teaching and learning opportunities.
EDsmart recently ranked GCC as the number one community college in Western, New York and the fourth best community college in New York State.
The spacious campus boasts a new Advanced Manufacturing and Skilled Trades Lab, along with a Criminal Justice lab, Veterinary Tech lab, Solar Electric Technician lab, Nursing lab, Digital Arts Lab and Computerized Drafting & Design Lab. Additionally, the campus houses the Stuart Steiner Performing Arts Center, Roz Steiner Art Gallery, Alfred C. O'Connell Library and Child Care Center. The Richard C. Call Arena features a multi-use field house, classrooms, locker rooms, state-of-the-art fitness center, coach offices and a press box overlooking the new turf field. College Village, a student housing community, offers suite and communal style student housing at the Batavia campus.
SUNY Genesee awards over 250 student scholarships annually and has an extensive Financial Aid program. GCC is committed to providing the educational experiences which promote intellectual and social growth, workforce and economic development and global citizenship. Additional information about GCC is available at www.genesee.edu.
Job DescriptionGENERAL FUNCTIONSThe User Experience Technical Assistant is responsible for providing tier 1 triage for inbound tickets, calls, chats, emails, and walk-ins, and supports Audio Visual equipment and events. The technical assistant works with Information Technology Services staff, faculty, and students for the functionality of technical resources and coordinates with various departments on campus in collaboration with the User Experience & Technology Services team. This position is also responsible for on-site tier 1 support for classroom and event space technology. Evenings and weekends are required
SPECIFIC RESPONSIBILITIES- Triage and assign inbound tickets, answer the helpdesk phone, respond to support team chat conversations
- Provide tier 1 support ticket requests such as password resets, Multi Factor Authentication (MFA) changes, general login assistance, etc.
- Act as a dispatch resource to Technical Support Assistants and Specialists
- Respond and troubleshoot live classroom and event technology issues in a timely and professional manner
- Manage customer requests using the IT Service Management system
- Contribute to the creation, maintenance, and enhancement of detailed documentation for the knowledge base.
- Assist in maintaining departmental asset inventory and loaner equipment via IT Asset Management system
- Participate in developing training functions, policies, and procedures for Information Technology Services (ITS)
- Collaborate with all ITS staff for maintenance, problem resolution, and upgrades
- Assist with event and classroom technology preparedness by performing pre-event technology checks, testing audio/visual systems, and verifying hybrid meeting functionality, ensuring equipment is operational prior to scheduled use
- Performs related duties assigned by the Director of User Experience & Technology Services as well as the Lead Media and Academic Technologies Specialist.
Job Requirements:
EDUCATIONAssociate's degree required.EXPERIENCEPrevious experience in a customer service role required. 1-3 years of technical helpdesk support preferred.
KNOWLEDGE SKILLS AND ABILITIES- Excellent written and oral communication skills
- Customer service focused
- Proficiency in MS365 Suite (Word, Excel, PowerPoint, Outlook, etc.)
- Knowledge of MacOS and Windows OS
- Experience with Audio Visual Technologies
- Experience with student information systems (e.g., Banner/Brightspace) preferred
- Strong organizational skills
- Approachable, adaptable, and patient demeanor
- Quick technical learning ability
- Independent prioritization and problem-solving skills
- High-level functioning in a fast-paced environment
- Ability to collaborate with multiple teams
- Must demonstrate commitment and ability to work effectively with a diverse group of students, faculty, staff, and constituents in support of campus and department mission; is mindful of and develops accessibility solutions that can accommodate all individuals to use GCC facilities without barriers, both digitally and physically
- Physical ability to lift 50lbs, stand, bend, stoop, and sit for extended periods with or without reasonable accommodations.
Additional Information:
RELATIONSHIPS:The User Experience Technical Assistant reports to the Director of User Experience and Technology Services and works in close collaboration with the Lead Media and Academic Technology Specialist.
SALARY AND CONDITIONS OF EMPLOYMENT:This is a full-time, year-round appointment. Position is 35 hours per week and is compensated at a rate of $41,334.06. Regular hours will be scheduled as required to meet helpdesk and media support needs between 7am and 7pm Monday through Friday in addition to weekend hours. Travel to off campus sites required with reliable transportation. Salary, benefits, and conditions of employment are set by the GEA contract.
BENEFITS:
- NYS Retirement
- Comprehensive Health and Dental Insurance through Independent Health and Delta Dental
- Vision Insurance through Eye Med
- FSA
- 20 vacation days annually, 24 sick days, 4 personal days and 14 holidays annually
- May use up to 10 sick days for family illness
- GCC Tuition Waiver for employee and dependents
- SUNY Tuition assistance at 4-year institutions
- Access to the Employee Assistant Program (EAP)
- Access to the fitness center, pool, studio, walking trails and more at the Richard C. Call Arena
- On Campus dining options for breakfast, lunch and dinner
- Access to approximately 90,000 items via GCC's Library Services
- Public Service Loan Forgiveness (PSLF) program
To apply, visit http://genesee.interviewexchange.com/jobofferdetails.jsp?JOBID=202137Copyright 2025 Jobelephant.com Inc. All rights reserved.
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