Computer Consultant I

Computer Consultant I

The Computer Consultant I in the Center for Student Excellence plays a pivotal role in ensuring the seamless operation of student success technologies at Syracuse University. This position combines system administration, technical troubleshooting, and user support to empower faculty, staff, administrators, and students in achieving academic goals. From supporting system performance to resolving user issues to delivering training and creating user-friendly resources, the consultant drives efficiency and innovation in student success initiatives. This is an exciting opportunity for a tech-savvy problem solver who thrives on collaboration, continuous improvement, and supporting excellence in higher education.

Education and Experience

Bachelor’s degree in Information Technology, Computer Science, Information Management, or a related field is strongly desired but relevant experience and certifications may substitute.

Skills and Knowledge

• Strong technical troubleshooting skills to resolve software, login, data sync, and reporting issues across multiple student success platforms.
• Proficiency in system administration including user account management, permission settings, and access reviews.
• Experience with helpdesk systems and ticket triage, including prioritization, categorization, and escalation based on complexity and urgency.
• Ability to translate functional needs into technical solutions.
• Excellent communication and documentation skills to create clear, user-friendly guides, tutorials, and knowledge base resources.
• Strong training and facilitation abilities to deliver onboarding, refresher sessions, and tailored support for users of varying technical skill levels.
• Knowledge of best practices in higher education retention and student success technologies to guide effective platform use and continuous improvement helpful.

Responsibilities

System Administration and Quality Assurance

• Manage user accounts and permissions, including creation, updates, and access reviews.
• Monitor system performance and user behavior to proactively identify and address issues that may impact student success efforts.
• Participate in quality assurance testing, offering feedback from a user support and operational perspective.
• Contribute to the configuration of a procured system including translating campus requirements to functional system capabilities.
• Maintain security awareness, enforcing access controls depending on data sensitivity and reporting suspicious activity.
• Collaborate with system vendors, Information Technology Services (ITS), academic and administrative departments across campus in system administration.
• Stay informed of best practices in higher education retention to enhance system support and guidance.

Support Ticket Management and Triage

• Monitor and prioritize incoming support tickets using the helpdesk system to ensure timely responses.
• Categorize tickets based on complexity and urgency to route appropriately resolving simple issues, assigning to unit-level support, or escalating to technical teams.

Technical Support and Troubleshooting

• Deliver first-level technical support for students, faculty, staff, and administrators using Center for Student Excellence platforms.
• Assist with common issues such as login errors, data sync failures, report generation problems, and user permission conflicts.
• Collaborate on testing and rollout of software updates, patches, and new features in staging environments to identify user-impact concerns.

Documentation and Knowledge Management

• Create and maintain user-friendly guides, reference materials, and tutorial videos tailored to different roles and tasks within supported platforms.
• Regularly update documentation to reflect new features, software updates, and institutional process changes.
• Organize a searchable knowledge base for common issues and solutions.

User Training and Enablement

• Conduct onboarding sessions and refresher training for users, both individually and in groups, customized by department and role.
• Provide ongoing user support to reinforce effective use of retention software and practices.

Key skills/competency

• Technical Troubleshooting
• System Administration
• User Account Management
• Helpdesk Systems
• Ticket Triage
• Documentation
• User Training
• Quality Assurance
• Collaboration
• Student Success Technologies