IT Support Assistant

About the role

Queens College seeks a service-focused IT Support Assistant to contribute to the delivery of reliable technology services across the campus. Working as part of the College’s technology team, the IT Support Assistant will provide frontline assistance to faculty, staff, students, and other members of the campus community while helping maintain a responsive and well-supported technology environment. The successful candidate will demonstrate strong customer service skills, sound technical judgment, attention to detail, and the ability to work effectively in a fast-paced academic setting. This position requires an individual who can communicate technical information clearly, manage multiple service needs, and collaborate with colleagues to support the College’s academic and administrative operations.

Responsibilities

• Operates, transports, makes minor adjustments to, and helps install and configure computing devices of all types, including mainframe computers, microcomputers, and personal computing devices.
• Works with communications technology, including telephones and equipment, and communications network equipment.
• Handles computer peripherals and related equipment, including equipment to support multimedia applications (video, audio, and conferencing).
• Performs routine system operations and administration: loads media, operates programs, maintains user accounts, monitors activities, updates logs.
• Assists with data storage operations, transfers data between media/formats, performs routine backup and recovery tasks.
• Transports and/or transmits designated data to other locations as directed.
• Makes minor adjustments and implements routine technical updates to hardware and software (networks, operating systems, applications, web pages, data tables).
• Maintains records such as inventory and assignment/use of technical equipment.
• Communicates with technology users and staff to understand work assignments and problem details; may log/document problem reports.
• Tests equipment to check capacity/capability, reports findings.
• Identifies problems regarding computer, peripheral, or communications equipment and operating environment; determines cause via observation, diagnostic software/equipment.
• Informs supervisor or designated contact for repairs; documents findings and actions taken; follows up to assure resolution.
• May perform simple repairs such as replacing faulty equipment/components (boards, cards, monitors, cables, communications circuits) and fixing electromechanical components (switches, relays, transformers) and tuning/adjusting components.
• Enters data into or operates computer-based systems for work, including problem logs and help desk systems.
• Maintains safety standards and proper use of equipment and tools; adheres to uniform performance standards and efficient work methods.
• Provides timely and effective service; occasionally assists in orientation and training of new staff; may temporarily supervise other personnel.
• Provides responsive technology assistance to faculty, staff, students, and campus offices.
• Supports technology needs within classrooms, offices, shared facilities, and other College spaces.
• Assists with preparing technology resources for instructional, administrative, and campus use.
• Responds to service requests across campus and provides on-site assistance when necessary.
• Serves as a professional point of contact for users seeking technology support and guidance.
• Assesses incoming technology requests and helps prioritize issues based on urgency and operational impact.
• Coordinates with appropriate IT personnel when service needs require additional technical expertise.
• Provides users with clear guidance regarding commonly used technology and established College practices.
• Maintains timely communication with users regarding status and resolution of service requests.
• Helps identify recurring technology concerns and communicates trends/patterns to appropriate team members.
• Supports technology readiness for academic activities, administrative operations, campus programs, and special events.
• Assists with technology