Technical Support Specialist

Technical Support Specialist

Job No: 498716
Work Type: Staff Full-time
Department: Information Technology Services
Location: Beren Campus, 245 Lexington Avenue, NY, NY
Categories: Information Technology

Position Summary:

The Technical Support Specialist supports the University's technology environment by diagnosing and resolving complex technical issues using remote diagnostic tools and on-site support. This role provides consultative and hands-on assistance to end users in support of general business operations, AV/classroom technology, and software systems, including technical training as needed, and support for university events during and outside standard business hours (including weekday evenings and Sundays, with schedules determined by event needs).

This is an on-site position.

Position Responsibilities:

• Provide Tier 1 and Tier 2 Service Desk support related to the virtual and physical desktops of university faculty and staff.
• Provide Microsoft Office and Office 365 issue resolution and access to the university community.
• Establish and/or maintain user accounts.
• Provide classroom support and address technical needs and requirements - both hardware, software, audio/visual, and other media requests.
• Support security standards and policies (anti-virus/anti-spam/firewall/patching/data security best practices).
• Implement desktop standards and best practices used throughout the unit and contribute to the development of the service desk support IT Knowledge Base catalog.
• Provide technical guidance and advanced training to others upon request.
• Testing and evaluating specified software packages, proposed hardware, and software to determine efficiency, reliability, and compatibility with existing computer systems, peripherals, and the network.
• Responding in a timely fashion to client inquiries and escalated issues concerning the operation of client-owned assets.
• Maintaining the highest level of customer service as set forth by Yeshiva's general competencies.
• Providing updates, status, and completion information to management regarding all assigned incidents, requests, and projects via the Service NOW ticketing system.
• Providing regular updates to tickets within the work queue with frequency depending on priority level.
• Escalating all high-priority or sensitive customer requests/concerns.
• Coordinating activities with the other team members.
• Providing consultative support to management and end users directly related to general business operations, software systems, technical assistance, and training to system users.
• Producing relevant documentation surrounding operational processes and process improvement.
• Provide Phone system maintenance and support in a VoIP environment. Ensure the phones and phone system are working properly and address client issues as they arise
• Position will assist in working Help Desk tickets, including answering user calls and directing them to the appropriate group(s)
• Set up and support audio-visual and supporting equipment as required on campus.
• Manage all aspects of multimedia/audio-visual equipment.
• Work with event coordinators to manage and run audio-visual equipment to meet the event's needs, trouble shoot as required.
• Provide customer service to internal and external users for both audio-visual and computer support.
• Provide computer support for faculty, staff, and students.
• Other job duties as needed.

Experience & Educational Background:

• Minimum of 2 years of audio-visual experience for live events.
• Knowledge of computer technology is needed for user support.
• Experience with Extron or Crestron equipment preferred.
• Experience using an ITSM-based ticketing system, like ServiceNow.
• Understanding of Microsoft Office, Zoom, and Microsoft Teams.
• Preferred Knowledge of Directory Services like Microsoft AD or Entra.
• Basic understanding of Adobe Software preferred.

Skills & Competencies:

• PC Imaging, Configuration, Troubleshooting, and Support (Windows 11, OSX) experience.
• Microsoft Applications troubleshooting and support experience, including Office 365 products.
• Remote user support, including VPN installation and configuration
• Testing new releases of software, Operating Systems, hardware, and peripherals.
• Knowledge in PC support tools (i.e. SCCM,).
• Working knowledge of Audio Visual and Video teleconferencing (Extron a plus).
• Mac Troubleshooting and Support experience
• Must have the ability to work effectively with end-users, gain their confidence, understand their technical and operational needs, and translate them into viable technical solutions.
• Superior verbal and written skills, encompassing a complete understanding of the English language with exceptional communication skills.
• Strong organizational and leadership skills.
• Willingness to work as a contributing member of the team, including other systems personnel, the operations staff, and the account administrators.
• Provide support status updates and process changes
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Excellent time-management, planning, and interpersonal skills.
• Effectively manage scope and customer expectations on individual assignments.
• A+ Certification, ITIL Certification preferred.
• Prior experience with PC Imaging (SCCM).
• Prior experience with Active Directory.
• Basic Understanding of networking (TCP/IP).
• LAN Troubleshooting.
• Strong customer service orientation.
• Ability to work with users along the spectrum of audio-visual experience.
• Highly organized.
• Understanding of audio-visual equipment for both in-person and hybrid [Zoom or Teams] events.
• Understanding of basic network and computer skills.
• Detail-oriented.
• Able to work autonomously during 'off hours' [evenings and weekends].
• Ability to safely lift and move items up to 45lbs.

Salary Range:

$60,000 - $70,000

About Us:

Yeshiva University is dedicated to academic excellence, intellectual exploration, and the advancement of timeless values that shape and impact lives. With a rich tradition rooted in Jewish thought and heritage, YU fosters a dynamic learning environment across its undergraduate, graduate, and professional schools. Our mission is to cultivate the next generation of leaders who will contribute meaningfully to society, guided by a commitment to ethics, innovation, and service. Our community extends far beyond the classroom, encompassing thousands of students, faculty, staff, and more than 70,000 alumni and supporters worldwide, all working together to build a brighter future.

As a Yeshiva University employee, you will be part of a welcoming, diverse, and intellectually engaging community that values collaboration, excellence, and professional growth. We offer a supportive and stimulating workplace with tangible employee benefits, opportunities for advancement, and a strong sense of purpose. Beyond professional development, YU is committed to ensuring a high quality of life for its employees, offering a work environment that prioritizes well-being, work-life balance, and a culture of mutual respect. Every role at YU contributes to our broader mission of education, research, and societal impact, ensuring that all members of our community-students, faculty, staff, alumni, and friends-are inspired to make a difference. We invite you to bring your talent and passion to YU and join us in shaping the future.

Application Instructions:

To apply, visit https://careers.pageuppeople.com/876/cw/en-us/job/498716/technical-support-specialist