IT Assistant, Level 1 (Hourly) – Part-Time

About the role

IT Assistants perform entry-level professional work in technology-related disciplines such as development/programming, communications, technical support, or similar areas based on the needs of the Information Technology department. Work includes resolving minor technology problems, monitoring activities, and maintaining documentation, with latitude for independent initiative and judgment under supervision. This position is in CUNY's Classified Civil Service.

As a leading online school in New York since 2006, the CUNY School of Professional Studies (CUNY SPS) offers the most online bachelor's and master's degree options at the City University of New York and serves as the University's first undergraduate all-transfer college. With 26 degrees and numerous non-degree and grant-funded workplace learning programs, CUNY SPS meets the needs of adults seeking to finish a bachelor's degree, progress from an associate's degree, earn a master's degree or certificate, and advance or change careers. Consistently ranked highly by U.S. News & World Report for its online offerings, CUNY SPS is a nationwide leader in online education.

Under the supervision of the IT Help Desk Manager, the IT Assistant Level 1 provides frontline technical support to students, faculty, and staff and assists with the day-to-day operation of campus technology resources. The position supports the installation, configuration, maintenance, and troubleshooting of computers, peripheral devices, software, and related technology equipment. The IT Assistant responds to routine service requests, assists users with basic hardware and software issues, supports equipment setup and deployment, and helps maintain technology inventory and related documentation, working in accordance with established procedures and providing courteous, responsive customer service.

Responsibilities

• Provide hands-on support for the installation, configuration, deployment, relocation, and maintenance of computers, peripheral devices, and related technology equipment
• Assist students, faculty, and staff with routine hardware, software, connectivity, and equipment issues; document and troubleshoot problems in a timely manner
• Perform basic diagnostics, hardware maintenance, component replacement, and other routine repairs in accordance with established procedures
• Assist with the setup, deployment, and support of workstations, laptops, printers, mobile devices, audiovisual equipment, and related technology
• Maintain accurate records of service requests, equipment inventory, repairs, deployments, and resolutions using departmental tracking systems
• Escalate complex or unresolved technical issues to appropriate IT staff and provide users with timely status updates and follow-up
• Provide professional, customer-focused technical support in accordance with established IT policies, procedures, security practices, and service standards
• Perform other related duties as assigned by the OIT Help Desk Manager

Qualifications

Minimum Qualifications

Level 1 (one of the following):

• High School diploma or equivalent from an accredited institution and two (2) years of full-time work experience in a computer or technology-related position
• Associate's degree from an accredited college or university and one (1) year of full-time work experience in a computer or technology-related position
• Bachelor's degree from an accredited college or university and six (6) months of full-time work experience in a computer or technology-related position
• Bachelor's degree in computer science or a related field from an accredited college or university

Level 2 (one of the following):

• High School diploma or equivalent from an accredited institution and three (3) years of full-time work experience in a computer or technology-related position
• Associate's degree from an accredited college or university and two (2) years of full-time work experience in a computer or technology-related position
• Bachelor's degree from an accredited college or university and eighteen (18) months of full-time work experience in a computer or technology-related position
• Bachelor's degree from an accredited college or university in a computer-related field and one (1) year of full-time work experience in a computer or technology-related position

Level 3 (one of the following):

• High School diploma or equivalent from an accredited institution and five (5) years of full-time work experience in a computer or technology-related position
• Associate's degree from an accredited college or university and four (4) years of full-time work experience in a computer or technology-related position
• Bachelor's degree from an accredited college or university and three (3) years and six (6) months of full-time work experience in a computer or technology-related position
• Bachelor's degree from an accredited college or university in a computer-related field and three (3) years of full-time work experience in a computer or technology-related position

English Language Proficiency: Demonstrated English language proficiency, including the ability to speak, read, write, and understand English well enough to meet minimally acceptable performance standards set for job tasks.

CUNY considers full-time work to be at least 35 hours per week. Part-time experience of at least 20 hours per week may be prorated by half and credited instead of, but not in addition to, full-time experience during the same period (e.g., two months' related work experience at 20–34 hours per week equates to one month's full-time related work experience). Part-time experience of fewer than 20 hours per week cannot receive any credit.

Note: A Motor Vehicle Driver License valid in the State of New York may be required for certain positions. If appointed to a position requiring a Motor Vehicle Driver License, this license must be maintained for the duration of employment.

Preferred qualifications

• Bachelor's degree or equivalent of a minimum two years' experience in Help Desk or Call Center support
• Knowledge of Microsoft Office and MS 365
• Experience using IT Service Desk Management Software
• Knowledge of IT security and networking fundamentals
• Outstanding customer service skills
• Ability to effectively communicate verbally and in writing
• Ability to complete assignments to a high standard with appropriate supervision
• Self-motivated and committed to providing high-quality service
• Willingness to continuously develop and improve customer service and technical skills

Compensation

New Hire: $30.99 per hour*

Incumbent: $34.99 per hour

*This amount reflects a 13% salary suppression in effect for the first 24 months of employment.

FLSA: Non-exempt

Benefits

CUNY offers a comprehensive benefits package to employees and eligible dependents based on job title and classification. Employees are also offered pension and Tax-Deferred Savings Plans. Part-time employees must meet a weekly or semester work hour criteria to be eligible for health benefits. Health benefits are also extended to retirees who meet the eligibility criteria.