Job Information
CUNY IT Support Assistant (Hourly) -Client Services Desktop Support Technician Tier 2 in New York, New York
IT Support Assistant (Hourly) -Client Services Desktop Support Technician Tier 2
GENERAL DUTIES
I.T. Support Assistants support routine operations and problem resolution of computing and/or communications functions at a College or Unit. They work in technical support, applications development, operations, help desk, and similar environments, as well as in the field where equipment may be located.
Work tasks include as:
-Operating, transporting, adjusting, and installing/configuring computing and related equipment
-Communicating with technology users and staff to understand, identify, document and resolve problems
-Performing simple repairs to computing and related equipment.
This job is in CUNY's Classified Civil Service. The full specification is available on our web site at http://www.cuny.edu/about/administration/offices/hr/classified-civil-service/ccsjobs/
CONTRACT TITLE
IT Support Assistant
FLSA
Non-exempt
CAMPUS SPECIFIC INFORMATION
Within the Office of Information Technology, under the direction of the Client Services IT Manager, we seek an experienced and highly skilled IT Helpdesk Support Technician for Level 2 Support. This role provides advanced technical support, resolves complex IT issues, and serves as an escalation point for Level 1 support. The ideal candidate will have a deep understanding of IT systems, strong problem-solving skills, and the ability to manage multiple priorities in a fast-paced environment
The successful candidate will have the following responsibilities:
Provide tier 2 in-person IT support to troubleshoot and address software, hardware, and network configuration issues within a Microsoft Windows and Macintosh OS X environment
Assist with the evaluation, acquisition, configuration, testing, and implementation of new IT equipment and technology deployments
Follow established Client Services procedures and practices to effectively resolve or escalate issues and documents troubleshooting and resolutions in the ticketing system/knowledge base
Collaborate with other IT teams (e.g., Network, Security Systems) to resolve cross-functional issues
Help deploy and maintain desktop computing infrastructure, including IT resources in faculty and staff offices, general-use computer labs and public areas
Participate in IT projects, including system upgrades, migrations, and new technology implementations
Provide customer service and ensure clients are informed of proper use of equipment and tools
Performs other tasks as requested by the OIT- Client Services Manager/ Director
MINIMUM QUALIFICATIONS
High School Diploma, G.E.D., or equivalent
Eighteen months of related full-time work experience or equivalent, such as completion of eighteen college credits in Information Technology
Demonstrated English Language proficiency
A Motor Vehicle Driver's license, valid in New York State, may be required for some, but not all positions.
OTHER QUALIFICATIONS
At least 12 months of experience providing tier 1 or better IT help desk support in a large Windows and apple environment
strong knowledge of Microsoft Office and MS 365
Knowledge of CISCO/AutoCad equipment Setup
Experience using IT Service Desk Management Software
Knowledge of IT security and networking fundamentals
A+, Security, Network+, apple and/or Microsoft certification
Outstanding customer service skills
Ability to effectively communicate verbally and in writing
Self-motivated with a desire to consistently deliver high-quality service
Willingness to constantly improve customer service and technical skills
COMPENSATION
New Hire Rate $21.30
Incumbent Rate $24.08
BENEFITS
CUNY offers a comprehensive benefits package to employees and eligible dependents based on job title and classification. Employees are also offered pension and Tax-Deferred Savings Plans. Part-time employees must meet a weekly or semester work hour criteria to be eligible for health benefits. Health benefits are also extended to retirees who meet the eligibility criteria.
HOW TO APPLY
October 1, 2024
CLOSING DATE
If you are viewing this job posting externally, please apply as follows:
-Go to www.cuny.edu and click on "Employment"
-Click on "Employment"
-Click on "More options to search for CUNY jobs"
-Search for Job Opening ID number 28972
Click on the Apply Now button and follow the instructions.
PLEASE NOTE THAT YOU MUST UPLOAD A RESUME & COVER LETTER IN ANY OF THE FOLLOWING FORMATS: docx,.pdf, rtf, or text format.
JOB SEARCH CATEGORY
CUNY Job Posting: Information Technology/Technical
EQUAL EMPLOYMENT OPPORTUNITY
CUNY encourages people with disabilities, minorities, veterans and women to apply. At CUNY, Italian Americans are also included among our protected groups. Applicants and employees will not be discriminated against on the basis of any legally protected category, including sexual orientation or gender identity. EEO/AA/Vet/Disability Employer.
Job ID
28972
Location
City College of New York