"IT Support Technician 1"

Working at Yale means contributing to a better tomorrow. Whether you are a current resident of our New Haven-based community- eligible for opportunities through the New Haven Hiring Initiative or a newcomer, interested in exploring all that Yale has to offer, your talents and contributions are welcome. Discover your opportunities at Yale!

Hourly Range
$31.05

Responsible for providing technical computer assistance as well as accounts and access to the Yale community. This includes technical problem recognition, research, isolation, resolution, and follow‐up. Requires experience and understanding of computing systems and networking applications. Typically involves the use of a problem management database, incident tracking system and system monitoring tools. Only problems of a complex nature are escalated for resolution. Provides access to and functional support for University financial and administrative applications, including both a detailed understanding of how the applications function and of how to use them consistent with Yale's financial and administrative policies and procedures. May provide functional, technical, and hardware support at the walk-in computer support center on campus.

Principal Responsibilities

1. Provides telephone based and email computer support at the ITS Help Desk. Provides assistance to end-users related to computer and or networking problems, and services and procedures within Yale University.
2. Troubleshoots computing related problems. Identifies and analyzes all software, hardware, and network-related issues, recommend solutions and assist user with resolution. Escalates problems of a complex nature as needed.
3. Provides functional support for University financial and administrative applications, including both a detailed understanding of how the applications function and of how to use them consistent with Yale’s financial and administrative policies and procedures. Exercises judgment to escalate functional issues of a complex nature as needed.
4. Responds to emergency calls and routine calls. Analyzes problems to determine if a technician site visit is required. Creates work order and follow-ups on technician visit to ensure resolution. Documents all reported problems.
5. Evaluates user applications and operating system to allow for maintenance. Provides consultation on systems related problems and recommendations regarding systems and equipment to end-users; provides support, information and consulting services to faculty, staff and students.
6. Assists users in maintaining their desktop computing environment. Recommends supported software applications operating systems to end-users. Assists in the maintenance of a knowledge database. Maintains equipment inventories.
7. Applies understanding and knowledge of information systems products and services to assist internal users. Identifies, investigates and researches user questions and problems as well as recognize, research, isolate and resolve information systems problems.
8. Helps identify skill level and recommends training courses for users. Assists in developing documentation and /or related material for training.
9. Acts as liaison between end-user and departments.
10. Provide coverage for ITS Client Accounts including accounts and access creation, modification, maintenance and deletion
11. Completes and documents technical projects such as the testing of hardware and software products.
12. Assures compliance with University required security and information technology policies and procedures.

Required Education and Experience
Six years of related experience, four of them in the same job family at the next lower level, and a high school level education; or four years related experience and an Associate's degree; or little or no work experience and a Bachelor degree in a related field; or an equivalent combination of experience and education.