Fixed Term L1 Support Technician

Fixed Term L1 Support Technician

Company:
The New School

Job Location:
New York, 10011

Category:
IT Support and Training

Type:
Full-Time

Join The New School

At The New School, we redefine the boundaries of education, creativity, and innovation. Founded in 1919 and located in the heart of New York City, we are home to over 9,000 students from over 100 countries, offering more than 135 degree and diploma programs across our renowned colleges, including Parsons School of Design, The New School for Social Research, Eugene Lang college of Liberal Arts, Parsons Paris, and the College of Performing Arts. Our progressive, interdisciplinary approach has earned us recognition as one of the most forward-thinking institutions in the world.

The Information Technology department is seeking a dedicated L1 Support Technician to join our team in IT Central. This is an administrative position governed by a Local 1205 Teamsters Professional union contract.

Reporting to the L1 Tech Lead, you'll be part of a team of support professionals dedicated to providing an elevated level of customer satisfaction to students, faculty, and staff at The New School. The core of this role is delivering in-person and remote first-level technical support. This involves handling and resolving complex technical and functional queries related to IT services, software, and hardware. You will be responsible for following support escalation paths and collaborating with colleagues across the IT department and the wider university to ensure all customer inquiries are swiftly and fully resolved.

To maintain operational continuity during an ongoing departmental restructuring, while the Department's future state is being determined, this is a one-year, fixed-term position.

CORE CAPABILITIES AND PRIMARY DUTIES AND RESPONSIBILITIES

Tier 1 Technical Support & Customer Service

• Acts as point of contact for first-level technical IT support - assisting clients with any concerns, inquiries, or issues they may have about IT services, related software, and hardware.
• Provides support via walk-ins, phone, chat, and email and escalating to IT technical support and management staff when necessary.
• Maintains strong organizational and communication skills to provide a high level of customer service to all clients.
• Uses concise writing skills to log, update, and close tickets via support systems, email, and to create knowledge documentation.
• Familiarity with concepts outlined through ITIL - Service Level Agreements (SLAs), incident/problem management, etc.
• Acts as liaisons to IT and management staff for issue escalation.
• Continuously expands customer service skills and technical knowledge.

Technical Operations & Maintenance

• Proficient technical knowledge of workstations, printers, scanners, network concepts, and all supported services - including OS support, GoogleApps, classroom technologies, mobile devices, user accounts, hardware diagnosis/installation, data management, and other new supported technologies.
• Tests images for learning spaces and offices, including but limited to workstations, desktops, and laptops.
• Knowledgeable on supported technologies, systems and escalation paths.

Team Support & Process Improvement

• Provides technical assessment and recommendations for process improvement and new initiatives.
• Provides training and support to student workers.

Scheduling & Flexibility

• Checks in and out, via timeclock, for daily time worked.
• Being able to accommodate shifting responsibilities - with regards to coverage of duties - to minimize adverse impact on services and to adhere to SLA's.

MINIMUM QUALIFICATIONS

• Bachelor's degree (BA or BS) and professional level work experience in the educational technology sector or closely related field.
• Experience providing excellent customer service for a fast paced IT department, including campus technology services and learning spaces.
• Superior communication skills with ability to communicate effectively and efficiently, in written and verbal form.
• Ability to handle multiple tasks and projects effectively.
• Efficient working knowledge of MS Office, ticketing systems, reservation and knowledge base management systems, and Google apps.
• Ability to troubleshoot hardware and software issues and to provide technical assessment and recommendations to support initiatives for process improvement.
• Demonstrates skills in technology support at level 1, with a good understanding of the escalation process.
• Genuine interest in working with people and researching solutions for technical problems and usability challenges.
• MAC OS X, Windows, and mobile device experience.

PREFERRED QUALIFICATIONS

• A+ certification preferred.

WORK MODE

This position is primarily in-person and is based on campus to support effective in-person collaboration and engagement.

• Ability to work days, evenings, and weekends - as needed.
• Able to work overtime or hours outside of the schedule in order to help assist in projects, emergency coverage, or outage support.

Hybrid work arrangements may be considered on a case-by-case basis, depending on the nature of the role and operational needs. Any such arrangement must be discussed and approved in advance by the appropriate division lead or their designee. #LI-ONSITE

HOURLY RATE

$27.69 per hour

WHY JOIN US?

This is an extraordinary opportunity to work closely with a visionary leader and contribute meaningfully to a forward-thinking institution that's reshaping the future of higher education. You'll be at the nexus of strategy, operations, and innovation in a role that grows with your impact.

BENEFITS AT THE NEW SCHOOL

The New School is committed to supporting the well-being and success of our faculty and staff. We offer a comprehensive benefits package designed to meet the diverse needs of our employees and their eligible dependents. Highlights include:

Health & Wellness

• Comprehensive medical, dental, and vision coverage
• Employee Assistance Program (EAP)

Financial Wellness

• Retirement plan administered by TIAA
• Qualified Transportation Expense Plan

Work-Life Balance

• Paid vacation and sick leave, with accruals starting on your first day
• Paid holidays and floating holidays
• Workmode & Telework Policy (if applicable)

Professional Growth

• Career advancement and professional development opportunities
• Access to university programs, lectures, and events featuring world-renowned speakers and organizations
• Tuition waiver benefit for eligible employees and dependents

Additional Perks

• Employee discounts with local vendors and service providers

We are an equal opportunity employer and do not discriminate in hiring or employment on the basis of race, color, creed, religion or belief, national or ethnic origin, citizenship status, marital or domestic partnership status, sexual orientation, sex, gender identity or expression, age, disability, military or veteran status, or any other characteristic protected by federal, state, or local law. The New School recognizes and values the benefits of a diverse workforce.

We look forward to receiving your application!

Apply Now