Desktop Engineer

Duties Description SUNY Old Westbury seeks a highly motivated and service-oriented Desktop Engineer to join the Information Technology Services (ITS) department. This role supports a wide range of technologies including desktop support, classroom and AV systems and digital media infrastructure solutions. The successful candidate will demonstrate strong technical and troubleshooting abilities, communication skills, and a commitment to providing excellent customer service in a diverse higher education environment.

Key Responsibilities :

Desktop and IT Support :

Provide advanced support, imaging, deployment, and troubleshooting for Windows and macOS laptops / desktops used by students, faculty and staff.

Administer and maintain endpoint management systems for efficient software deployment, patch management, compliance, and device inventory.

Ensure endpoint security through consistent application of policies, updates, and configurations.

Manage hardware lifecycle processes including procurement, setup, inventory tracking, and disposal.

Respond to support tickets related to hardware, OS, software, printers, and peripheral issues across the campus.

Assist in planning and executing device rollouts, upgrades, and user migrations.

Document support procedures, configurations, and system standards.

Provide end-user guidance and training when needed.

Assist in training and supervising student workers at the ITS service desk.

Audio Visual & Digital Media :

Plan, maintain, and support digital media equipment and AV-over-IP (AVoIP) systems in instructional spaces and event locations.

Set up, monitor, and provide technical support for AV systems in classrooms, conference rooms, and live event spaces.

Operate, maintain, and troubleshoot AV systems including Crestron, Extron, Sony Vision Exchange, projectors, microphones, control systems, and video conferencing tools.

Set up and support projection, sound, and lighting systems for live meetings and events.

Perform routine testing, maintenance, and repair of audiovisual equipment.

Troubleshoot AV issues in real time during classes or events to ensure minimal disruption.

Coordinate with faculty and event organizers to ensure AV setups meet specific instructional or event needs.

Monitor and respond to service requests from the Digital Media Services inbox in a timely manner.

Collaborate with media services staff on AV system upgrades and new installations.

Maintain accurate inventory records of AV equipment and assist in planning for repairs or replacements.

Stay informed about emerging AV technologies and recommend improvements where appropriate.

Minimum Qualifications Required Qualifications :

Associate's degree (foreign equivalent or higher) in computer science, information technology or related field OR an equivalent combination of education and directly related full-time experience in a similar technical environment.

Two (2) years of full-time technical support experience.

Demonstrated proficiency in troubleshooting desktop / laptop systems and peripheral hardware.

Experience supporting AV systems and digital media infrastructure.

Strong troubleshooting and problem-solving abilities; ability to learn new digital media technologies quickly.

Proficient with Microsoft Office suite and related productivity tools.

Ability to manage multiple tasks and projects simultaneously and adapt to shifting priorities under pressure.

Ability to establish and maintain effective internal and external working relationships with staff, students and vendors.

Willingness and availability to work before / after business hours and on weekends as needed in support of business needs and special projects and events.

Familiarity with ticketing systems, remote support tools and system documentation practices.

Strong interpersonal and communication skills; ability to collaborate across departments.

Ability to safely lift and move IT equipment weighing up to 40 pounds.

Preferred Qualifications :

Bachelor's degree in Computer Science, Information Technology, or related field.

1+ years of experience working with classroom and active learning technologies.

Experience supporting higher education environments.

Familiarity with :

JAMF for Apple device management

KACE for endpoint management

AUTOMOX for endpoint management

Paper Cut for print management

Microsoft Teams Calling

Deep knowledge of Crestron, Extron, AV-over-IP systems, and digital signal troubleshooting.