CUNY IT Assistant, Level 2 (Provisional) - Desktop Support in New York, New York

GENERAL DUTIES

I.T. Assistants perform entry-level professional work in technology-related disciplines. While areas of specialization vary, typically I.T. Assistants work in areas such as development/programming, communications, technical support, or similar based on the needs of the Information Technology area to which they report. Work tasks include resolving minor technology problems, monitoring activities, and maintaining documentation. They have latitude for independent initiative and judgment, under supervision.

This job is in CUNY's Classified Civil Service. The full specification is available on our web site at http://www.cuny.edu/about/administration/offices/ohrm/hros/classification/ccsjobs.html

CONTRACT TITLE

IT Assistant

FLSA

Non-exempt

CAMPUS SPECIFIC INFORMATION

Reporting to the Director of Technology Support Services, the IT Assistant in Desktop Support provides campus-wide support to students, faculty and staff regarding software, hardware, desktop and server computing technologies. The preferred applicant will have a technology background grounded in customer service and the ability to work in a fast-paced, high-volume service environment. The position is in Baruch Computing and Technology Center’s front line when it comes to hands-on hardware and software troubleshooting.

The successful candidate will focus on providing superior customer service and support work in a team-oriented organization. S/he will handle incoming requests by phone, e-mail, in person and on-site by troubleshooting, testing and verifying software and hardware configurations to determine users’ problems and possible resolutions. They must have an excellent understanding of computers (both hardware and software) and a demonstrated willingness to learn and apply new technology. Key aspects of this position include documenting the steps used in troubleshooting, communicating effectively across the Baruch Computing and Technology Center toward problem resolution, and the ability to multitask and work independently on technology-related issues.

Additional duties include:

  • Serve as technical expert in desktop and mobile computing across multiple platforms.

  • Provide level 2 desktop technical assistance, support and analysis for requests through the college’s online service request tracking system both remotely and in-person; perform triage, resolution and follow-up.

  • Provide level 1 support by reviewing help desk phone calls/e-mails/walk-in/on-site support requests and assigning of work tickets to appropriate IT personnel as needed.

  • Diagnose and troubleshoot problems with operating systems and various software applications, file- sharing, printing, imaging/cloning/system configurations.

  • Create, test and deploy Images for cloning of hardware platforms using industry-common tools and utilities such as Microsoft MDT and other imaging technologies.

  • Use management technologies like SCCM, leveraging its capabilities to administer and automate the desktop platform with software distribution, software updates, software metering, configuration baseline, and Operating System deployment.

  • Deploy or reimage/refresh laptops and desktops; Backup and transfer data accordingly.

  • Install, configure, and troubleshoot printers, scanners, MFDs and other devices.

  • Monitor systems for maintenance for performance.

  • Utilize industry-wide best practices for security in all areas.

  • Assist in training on common technologies used throughout the college.

  • Document issues/causes/solutions, as well as policies and procedures. Create user guides, FAQS, and web-based tutorials.

  • Investigate and test new tools, techniques, and software products and collaborate with others throughout BCTC as well as outside vendors.

  • Create, maintain, and run reports to identify current trends and common issues; suggest proactive solutions to issues.

  • Work with other groups within BCTC and around the campus as needed to resolve issues

  • Perform other related duties as needed.

Areas supported include (but not limited to): OS: Mac OS X, Microsoft Windows 7-10, as well as various office productivity applications; desktops, laptops and mobile devices (smartphones/tablets); software program troubleshooting and user walkthrough; VPN; wireless networking; security software (McAfee); digital signage solutions; Windows Server, Active Directory, Dell KACE (or other service management software), JAMF Casper Suite.

MINIMUM QUALIFICATIONS

  1. High School Diploma, G.E.D., or equivalent

  2. A minimum of six months of full-time experience in a computer or technology-related position. Experience that is more than 20 hours per week and less than 35 hours per week may be counted at 50% of the requirement (i.e., two months of part time experience equal to one month full time experience)

  3. Additional experience and/or education that can be met by ONE of the following: An additional three years and six months of full-time work experience in a computer or technology-related position; an Associate's degree plus 18 months of full-time work experience in a computer or technology-related position; or a Bachelor's degree from an accredited institution

  4. Demonstrated English Language proficiency

  5. A Motor Vehicle Driver's license, valid in New York State, may be required for some, but not all positions.

This title has three levels. To qualify for Levels 2 and 3, additional qualifications, such as education, experience, or certification relevant to the area of specialization are required.

OTHER QUALIFICATIONS

Preferred Qualifications:

  • Proven ability to deliver exemplary customer service, take ownership of tasks, take direction, be proactive, and interact with staff in a professional and courteous manner

  • Strong oral and written communication skills, as well as organizational skills

  • Demonstrated ability to troubleshoot and fix software, hardware, and networking problems; work on multiple projects and under strict deadlines; work calmly, professionally, and with attention to detail

  • Experience with CUNYfirst, Windows Server, and Active Directory

  • Windows PowerShell or other scripting engine experience

COMPENSATION

New Hire: $51,569* Incumbent: $58,274 *This amount reflects a 13% salary suppression in effect for the first 24 months of employment only.

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.

HOW TO APPLY

Visit www.cuny.edu, access the employment page, log in or create a new user account, and search for this vacancy using the Job ID or Title. Select "Apply Now" and provide the requested information.

Candidates should provide a resume and cover letter.

CLOSING DATE

March 1, 2017

JOB SEARCH CATEGORY

CUNY Job Posting: Information Technology/Technical

EQUAL EMPLOYMENT OPPORTUNITY

CUNY encourages people with disabilities, minorities, veterans and women to apply. At CUNY, Italian Americans are also included among our protected groups. Applicants and employees will not be discriminated against on the basis of any legally protected category, including sexual orientation or gender identity. EEO/AA/Vet/Disability Employer.

Location: Baruch College

Job Title: IT Assistant, Level 2 (Provisional) - Desktop Support

Job ID: 16253

Full/Part Time: Full-Time

Regular/Temporary: Regular