IT Technician I (Evening Shift)

Responsibilities

• Provide hands-on support for all NYIT-owned hardware, software, and AV equipment.
• Support the AV and technology needs of various events to include coordination, set up, break down, streaming, and planning; configure and support technology needed to conduct successful video conferencing and streaming services within classrooms, conference rooms, and auditoriums.
• Provide first and second-tier technical support; concisely and effectively document issues in supported ticketing system to facilitate resolution and maintain user satisfaction; provide solutions or escalate to appropriate teams and leadership as needed.
• Follow established knowledge articles, processes, and procedure documentation, and utilize all available resources to accurately assess, troubleshoot, escalate, and/or resolve client requests or incidents.
• Aid in the management of student workers/interns, including scheduling, hiring, training, supervision, and performance management.
• Install, maintain, repair, and upgrade hardware, software, peripherals, and other New York Tech technology as needed.
• Serve as the escalation point for IT/AV related issues; provide solutions or escalate to appropriate teams and leadership as needed.
• Manage inventory, tools, and media necessary for the delivery of IT/AV support services.
• Provide excellent customer service to all members of the NYIT community via a variety of support methods (in-person, telephone, online and written communication) to achieve exceptional client satisfaction.
• Participate in various professional development opportunities to continually enhance skillsets and stay up-to-date with industry advancements while seeking new ideas and approaches to drive organizational improvement.
• Assist the ITS Help Desk during times of high call volume or emergencies.

Qualifications

• Bachelor's degree in technical field and a minimum of one-year relevant experience; additional work experience may be considered in lieu of degree requirement.
• Intermediate understanding of the operation of current versions of Windows, macOS, and Microsoft Office 365; intermediate knowledge of PC and Apple hardware/configuration issues desired.
• Hands-on experience with a broad range of hardware, software, AV equipment and other electronics, including AV control systems such as Extron or Crestron; ability to read/follow technical troubleshooting documentation as required.
• Demonstrated ability to effectively diagnose and resolve basic hardware/software issues; basic understanding of the inner workings of PCs and related hardware along with the ability to support and configure office productivity software, such as MS Office, virus protection software and email clients.
• Strong interpersonal skills, including the ability to establish collaborative working relationships at all contact levels of the University and to communicate progress/challenges to appropriate personnel effectively, including the ability to explain technical issues in a way that non-technical people may understand.
• Ability to work independently and as part of a team; ability to work concurrently on multiple tasks and projects; ability to communicate progress/problems to appropriate personnel effectively.
• Must possess a high degree of proficiency and integrity relative to information security and data confidentiality.
• Demonstrated ability to work effectively with students, faculty, and staff from diverse backgrounds in support of a welcoming and inclusive environment.
• Team player with excellent consulting skills and a professional demeanor required.
• Able to physically move and install computers, printers, and peripherals in locations that may not have an elevator – up to 50 lbs.
• Able to work nights and weekends on an as-needed basis is required.