IT Support Assistant (Hourly)- Information Technology Support Services

About the role

I.T. Support Assistants support routine operations and problem resolution of computing and/or communications functions at a College or Unit. They work in technical support, applications development, operations, help desk, and similar environments, as well as in the field where equipment may be located. Lehman College, part of The City University of New York, is a four-year Hispanic‑Serving Institution in the Bronx offering bachelor’s, master’s, and advanced degrees and certificate programs. The College serves over 15,000 students on its 37‑acre campus and online, and provides extensive community outreach. The Information Technology Division delivers reliable, service‑oriented technology management and leads innovation to enhance teaching, learning, research, and work experiences.

Responsibilities

• Operating, transporting, adjusting, and installing/configuring computing and related equipment
• Communicating with technology users and staff to understand, identify, document and resolve problems
• Performing simple repairs to computing and related equipment
• Conduct initial troubleshooting incidents and requests submitted by students, faculty, and staff to the Help Desk on a multitude of platforms (CUNYfirst, Brightspace, DegreeWorks, ePermit, Lehman e‑mail, all Lehman accounts, BitLocker, etc.) through multiple modes (in‑person, by phone, e‑mail, Teams, Zoom, etc.)
• Escalate to the appropriate colleagues, departments and/or vendors, if necessary
• Assist with the training of new staff (college assistants, student aides and work‑study students) Help Desk part‑time staff on the operations and applications used at the Help Desk and IT Center
• Respond to e‑mails in the Help Desk e‑mail addresses including Help Desk, Faculty Help and IT Res
• Create, assign, monitor and resolve tickets in the IT work order system (Track‑It and ServiceNow); manage service requests
• Assist with the configuration of VDI (Virtual Desktop Infrastructure) clients in the IT Center and IT classroom suite, and escalate if necessary
• Repair and replace various equipment and peripheral devices (desktop computers, printers, etc.) in the IT Center and IT classroom suite, and escalate if necessary
• Prepare the weekly schedule of classes for the IT classroom suite, update the schedule daily as needed and maintain the Help Desk bulletin board
• Assist with troubleshooting application and network access issues
• Assist in the creation and distribution of the Help Desk and IT Center daily report and other reports as needed
• Open and close Help Desk and IT Center

Minimum Qualifications

• High School Diploma, G.E.D., or equivalent
• Eighteen months of related full‑time work experience or equivalent, such as completion of eighteen college credits in Information Technology
• Demonstrated English Language proficiency
• A Motor Vehicle Driver's license, valid in New York State, may be required for some, but not all positions

Preferred Qualifications

• A degree in computer science or information technology is highly preferred

Skills

• Excellent customer service and communication (written and