Information Technology Hourly IT Support Assistant - Part-Time

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

Responsibilities:

Within the Office of Information Technology, under the direction of the Client Services IT Manager, we seek an experienced and highly skilled IT Helpdesk Desktop 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 Service procedures and practices to effectively resolve or escalate issues and document 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 guidance and mentoring to Level 1 support staff
• Manage and maintain desktop images, software packages, and deployment systems
• Maintain excellent teamwork, standards for safety, and the proper use of equipment and tools
• Performs other tasks as requested by the OIT - Client Services Manager/Director

MINIMUM QUALIFICATIONS

1. High School Diploma, G.E.D., or equivalent
2. Eighteen months of related full-time work experience or equivalent, such as completion of eighteen college credits in Information Technology
3. Demonstrated English Language proficiency
4. A Motor Vehicle Driver's license, valid in New York State, may be required for some, but not all positions.

OTHER QUALIFICATIONS

Preferred 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
• 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
• Work to high standards on assignments with minimum supervision
• Self-motivated with a desire to consistently deliver high-quality service
• Willingness to constantly improve customer service and technical skills