Technology Support Technician - L1

About the role

The L1 Support Technician is an administrative position governed by a Local 1205 Teamsters Professional Union contract. This role works closely with a team of support professionals to assist students, faculty, and staff at The New School with varying technical needs, maintaining an elevated level of customer satisfaction. The position reports to the Director of IT Central and provides in-person and remote first-level technical support, handling and resolving complex technical and functional queries related to IT services, software, and hardware.

Responsibilities

• User Support & Customer Service
  • Act as the primary point of contact for first-level technical IT support, assisting clients with concerns, inquiries, or issues about IT services, software, and hardware.
  • Provide in-person and remote support via walk-ins, phone, chat, Zoom, and email, escalating to IT technical support and management staff when necessary.
  • Maintain strong organizational and communication skills to provide a high level of customer service.
• AV & Instructional Technology Support
  • Provide rapid, on-site troubleshooting for classroom, conference room, and admin location support calls involving computers, projectors, displays, and audio systems.
  • Offer training to faculty and staff on how to use room technology, including wireless casting and hybrid teaching tools.
• Technical Operations & Systems Management
  • Log all support tickets in the university’s ITSM, document recurring hardware failures, and communicate details on the ticket.
  • Test images for learning spaces and offices, including workstations, desktops, and laptops.
  • Provide technical assessment and recommendations for process improvement and new initiatives.
• Professional Development & Team Leadership
  • Improve knowledge of supported technologies, systems, and escalation paths.
  • Provide training and support to student workers.
• Administrative & Operational Adaptability
  • Accommodate shifting responsibilities to adhere to SLAs and minimize adverse impact on services.
  • Check in and out via time clock for daily time worked.
  • Support new responsibilities arising from the introduction of new platforms or technologies, including learning, integrating, and providing training to end-users.
  • Lift, carry, and set up hardware/AV equipment weighing up to 50 lbs., navigate campus buildings, and perform cable management in office/classroom setups.

Requirements

• Associate’s degree and/or professional-level work experience in the educational technology sector or similar field.
• Experience providing excellent customer service for a fast-paced IT department, including campus technology services and learning spaces.
• Demonstrated skills in technology support at level one, with a good understanding of ITIL escalation process, SLAs, incident/problem management, ticketing systems, and knowledge base management systems.
• Superior communication skills, both written and verbal.
• Concise writing skills to log, update, and close issues via support systems, and to create knowledge documentation.
• Proficient technical knowledge of workstations, printers, scanners, network concepts, and all supported services—including OS support, Google Apps, MS Office, classroom technologies, mobile devices, user accounts, hardware diagnosis/installation, and data management.
• Ability to troubleshoot hardware and software issues and provide technical assessments for process improvement.
• Ability to work days, evenings, and weekends as needed, including overtime or hours outside of the schedule for projects, emergency coverage, or outage support.

Preferred Qualifications

• A+ certification.
• Continued effort to expand customer service skills and technical knowledge.
• MAC OS X, Windows, and mobile device support experience.
• Ability to handle multiple tasks and projects effectively.

Schedule

This position may require working days, evenings, and weekends, including overtime or hours outside the regular schedule to assist with projects, emergency coverage, or outage support.

Pay

$27.69 per hour.

Benefits

• Health & Wellness
  • Comprehensive medical, dental, and vision coverage.
  • Employee Assistance Program (EAP).
• Financial Wellness
  • Retirement plan administered by TIAA.
  • Qualified Transportation Expense Plan.
• Work-Life Balance
  • Paid vacation and sick leave, with accruals starting on your first day.
  • Paid holidays and floating holidays.
  • Workmode & Telework Policy (if applicable).
• Professional Growth
  • Career advancement and professional development opportunities.
  • Access to university programs, lectures, and events featuring world-renowned speakers and organizations.
  • Tuition waiver benefit for eligible employees and dependents.
• Additional Perks
  • Employee discounts with local vendors and service providers.