Job Details

Desktop Technician Level IV

Position Number: 6356342
Location: Albany, NY
Position Type: Computing - Support and Training

Desktop Technician Level IV

Category:Information Technology
Department:Information Technology Services
Locations:Albany, NY
Posted:Jun 18, 2025
Closes:Open Until Filled
Type:Exempt
Salary Type:Annually
PositionID:189365

About The Research Foundation for SUNY:
The Research Foundation for The State University of New York (RF) is the largest comprehensive university-connected research foundation in the country.

Our mission is to provide talent, services, and technology that empower SUNY to research, innovate, and transfer discoveries that transform the world's knowledge economy.
Our vision is to make SUNY the best place for faculty, students, and staff to research, innovate and solve the world's most pressing problems.

The RF serves SUNY by providing essential administrative services that enable faculty to focus their efforts on educating students and performing life-changing research across a wide range of disciplines including Artificial Intelligence, Clean Energy, Biotechnology, Longevity, Substance Addiction, Nextgen Quantum Computing, Environmental Health, and Resiliency.We work with the academic and business leadership of SUNY campuses to facilitate research and discovery by administering sponsored projects and delivering intellectual property and technology transfer services that fuel innovation and move ideas and inventions to the marketplace.

The RF is committed to diversity, inclusion, and a working environment that enhances productivity creates personal and professional opportunities, unleashes everyone's full potential, and fuels innovation. We hold the organization and each other to the highest standards of integrity, accountability, and ethical behavior.
Visitwww.rfsuny.organd connect with us on Facebook, Twitter, and LinkedIn. Learn about SUNY atwww.suny.edu.

Job Description:
FUNCTION & SCOPE:
TheLevel IV Desktop Technicianserves as the highest level of end-user support, providing expert technical assistance and ensuring optimal service delivery for the RF Central Office (RFCO). This role is responsible for resolving complex issues, maintaining detailed documentation, and setting a standard for customer service and technical excellence. The ideal candidate is highly organized, proactive, and skilled at multitasking and prioritizing in a fast-paced environment.

DUTIES AND RESPONSIBILITIES:
Key Responsibilities:

Provide advanced technical support for desktops, laptops, mobile devices, printers, AV, and peripheral equipment.
Deliver exceptional customer service to the RFCO staff, ensuring prompt resolution of IT issues with empathy and professionalism.
Act as an escalation point for helpdesk agents, assisting with troubleshooting and mentoring.
Diagnose and resolve hardware, software, and network connectivity problems, including Windows, macOS, Microsoft 365, MFA, SSO, SaaS, and enterprise applications for onsite and remote workers.
Maintain, update, and enforce documentation standards, including issue tracking, system configurations, and procedures.
Prioritize tickets based on impact and urgency, and coordinate with other IT teams as necessary for escalation.
Ensure thoroughness and accuracy in problem resolution, follow-up, and communication with end-users.
Track assets, manage device lifecycle, and support new hardware/software rollouts at the RFCO.
Participate in projects including system upgrades, deployments, cross-department initiatives, and security remediation's.
Ensure compliance with IT policies, standard operating procedures, and security protocols.
Assist with onboarding/offboarding users in Windows and Oracle environments.

Requirements:
Preferred Qualifications:

Industry certifications such as CompTIA A+, Network+, or ITIL Foundation.
Experience with IT asset management tools and ticketing systems (e.g., MS Team Dynamix, ServiceNow, Zendesk, or Jira).
Experience with inventory control, including monitoring stock and setting reorder levels.
Familiarity with imaging and deployment tools (e.g., SCCM, Intune).
Familiarity with security frameworks such as NIST, CMMC, and PCI.

Key Competencies:

Customer Service Excellence- Demonstrates empathy, patience, and professionalism in every interaction.
Organizational Skills- Maintains order in documentation, ticket handling, and asset tracking.
Prioritization- Assesses urgency and impact to manage workload effectively.
Thoroughness- Leaves no issue unresolved or undocumented; follows up to ensure satisfaction.
Attention to Detail- Detects subtle issues and prevents recurrence through root-cause analysis, documentation, and training.
Documentation- Maintains clear, concise, and useful records of systems, changes, and support history.

Working Conditions:

Daily on-site support required; occasional after-hours support for critical issues or planned maintenance.
May involve lifting and transporting equipment.
Collaborative and professional central office environment.

Compensation for this position: The compensation for this role is between $59,579 - $70,248. Thepay will depend on a variety of factors that may include but are not limited to experience, education, training, and certifications.

Additional Information:
As an Equal Opportunity / Affirmative Action Employer, The Research Foundation for SUNY will not discriminate in its employment practices due to an applicant's race, color, creed, religion, sex, pregnancy-related conditions, reproductive health decisions, childbirth or related medical conditions, sexual orientation, gender identity or expression, transgender status, age, national origin or ancestry, marital status, familial status, citizenship, physical and mental disability, prior arrest or conviction record, genetic characteristics/genetic information, predisposition or carrier status, domestic violence victim status, military status or service, veteran status, or any other characteristics protected under federal, state or local law. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

Review of applications will begin immediately and continue until the position is filled.

The Research Foundation for the State University of New York is not an agency or instrumentality of the State of New York. Employees of the Research Foundation for the State University of New York are not state employees, do not participate in any state retirement system, and do not receive state fringe benefits. The Research Foundation for the State University of New York operates under a contract with The State University of New York and receives no directly appropriated state funding.

Application Instructions:
Applicants interested in applying MUST submit the following documents:

1. Resume/Cv
2. Cover Letter

After submitting your resume/CV, the subsequent pages enable you to upload your cover letter and additional documents.

Returning Applicants - Login to your RF SUNY Careers Account to review your application.

To apply, visit, https://rfsuny.interviewexchange.com/jobofferdetails.jsp?JOBID=189365