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.

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 to the appropriate colleagues, departments and/or vendors, if necessary
• Repair and replace various equipment and peripheral devices (desktop computers, printers, etc.) in IT Center and IT classroom suite and escalate to the appropriate colleagues, departments and/or vendors, 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

Requirements

• 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

Qualifications

• A degree in computer science or information technology is highly preferred
• Excellent customer service and communication (written and oral) skills; interpersonal skills to interact with the college community
• Strong analytical and problem-solving skills with ability to work under pressure and coordinate multiple activities in a dynamic, fast-paced team environment
• Knowledge of current technologies and platforms used at CUNY as well as at Lehman such as CUNYfirst, Brightspace or Blackboard LMS, MS Office 365 collaboration tools, Zoom, ServiceNow/Track-IT, Oracle’s Manage Access too, Lehman 360, Qless, Chatbot, etc.

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.

Pay

New Hire: $24.48 per hour*; Incumbent: $