User Support Analyst, Student Technology Centers (STC)

Overview

The User Support Analyst, Student Technology Centers (STCs) concentrates on providing technical support, maintenance, and insight services at the STCs, which includes a diverse portfolio of desktop computers, software, Audio Visual Booths, Video Game and Virtual Reality platforms, and a computer classroom. Assist with technology needs during events and other programming held by the STCs. Perform routine inventory, updates, and maintenance on equipment. Resolve routine service tickets and implement service changes based on user feedback. Train and supervise student employees and consult with faculty and students to understand their technology needs for their classes.

Responsibilities

Required Education:
Bachelor's Degree or equivalent

Preferred Education:
Bachelor's Degree or equivalent

Required Experience:
1+ years of relevant experience in an IT or customer service environment or equivalent combination of education and experience. Experience with one or more of the following tools: Google Suite, Mac and PC operating systems, Mac and PC desktop setup, Projectors and Signage screens, Streaming and Recording Video, Screen Capture (Zoom), Web Publishing (WordPress, Wiki's), service tickets. Personal or professional experience with A/V equipment (Microphones, Cameras, Green Screen), Gaming consoles, Virtual Reality headsets, and other specialized technology.

Preferred Experience:
2+ years of experience leading others, especially student populations. Personal or professional experience with Audio/Visual equipment (Microphones, Cameras, Green Screen), Gaming consoles, Virtual Reality headsets, and other specialized technology.

Required Skills, Knowledge and Abilities:
Excellent customer service skills and the ability to troubleshoot effectively. Strong written and verbal communication skills. Strong organizational skills, including the ability to meet deadlines, stay on track, and communicate statuses and needs proactively. Self-starter with the ability to work in a highly collaborative team-based, fast-paced atmosphere with high standards for quality, accuracy, and innovation. Ability to be flexible in work assignments and work times that may require changing priorities regularly. A positive, cooperative attitude that is supportive of the University and its mission.

Qualifications

In compliance with NYC's Pay Transparency Act, the annual base salary range for this position is USD $70,000.00 to USD $84,000.00. New York University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. This pay range represents base pay only and excludes any additional items such as incentives, bonuses, clinical compensation, or other items.