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CUNY IT Assistant, Level 1(Provisional) - Help Desk Evenings & Weekends in Brooklyn, New York

Job Title: IT Assistant, Level 1(Provisional) - Help Desk Evenings & Weekends

Job ID: 21227

Location: Brooklyn College

Full/Part Time: Full-Time

Regular/Temporary: Regular

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

Brooklyn College invites applications for an IT Assistant, Level 1 (Evening and Weekend Shift Help Desk Technician) in the Information Technology Services. Under the supervision of the Instructional Technology/Client Support Manager, the IT Assistant (Provisional) will provide helpdesk support and be responsible for the following.

General:

  • Resolve minor problems in area of expertise with little or no supervision, notifying others according to department procedure.

  • Monitor activity in area(s) of responsibility, bringing real and potential problems to management’s attention as needed.

  • Maintain records and operations logs. Maintain records of work in progress and work completed, and prepare appropriate reports as required. Maintain system documentation, procedures and other instructions necessary for successful operations.

  • Demonstrate an understanding of, and adhere to, systems methodologies, performance standards, and work methods established in unit. Keep abreast of the latest development in the field of computing, especially in the area of desktop support.

  • Adhere to priorities for area projects, as well as ongoing production and maintenance responsibilities, within overall network management goals.

  • Perform other related task as assigned.

Instructional Technology Support:

-Assist in the maintenance of computer equipment, software settings and programming for the Instructional technology systems installed in “smart” learning spaces, computer labs and other related spaces throughout the campus.

Install technology infrastructure such as cabling, projection systems, audio systems, smart podiums and control systems in learning spaces being upgraded.

  • Perform installation and configuration tasks - cabling, interconnecting cables, terminating, labeling, soldering and testing.

  • Transport equipment to and from job sites.

  • Troubleshoot failures or performance issues with instructional technology infrastructure.

  • Perform basic repairs or replacements to rapidly restore normal operations.

  • Monitor systems and perform regular in person inspections to proactively identify operations or maintenance issues and perform preventative maintenance.

  • Assist in Faculty training and workshops.

  • Adhere to established policies and procedures.

System Training, User Support, and Help Desk:

  • Act as coordinator and dispatcher for problems and requests communicated to the ITS Help during off-hours shifts (phone, email, BCstatus,etc.)

  • Log all user requests and problem tickets and be responsible to ensure that the task or issue is resolved in a timely fashion and with a high quality of customer service.

  • Maintain and update detailed records of access ID’s, user calls, and other area activities.

  • Assist end users with request for information and help resolve simple level 1 issues.

  • Assign tasks, support responses, and projects to online or field resources for processing, as

appropriate. Ensure that support responses, technician/user comments, and correspondence are entered into the support ticket history.

  • Liaise with other ITS functional areas, other BC offices, and outside vendors to facilitate resolution of problems and projects.

Operations:

  • Regularly review support queues, open support tickets, work-in-progress to ensure that support

resolutions are proceeding smoothly and in conformance with campus policies and user needs.

  • Provide regular and ad hoc reports to management with respect to problem resolution, system usage, reliability, and other issues.

  • Update FAQ’s and other documentation based on common and recurring issues/topics. Create and maintain reference libraries of related documentation.

  • Interface with the other ITS functional areas to ensure clear and consistent communications relating to user requests, problem reporting, system status and Help Desk referrals.

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

Must be able to work Monday - Thursday (3 PM - 11 PM) and Sunday (9 AM - 5 PM)

COMPENSATION

New Hire: $ 48,246*

Incumbent: $54,518

*This amount reflects a 13% salary suppression in effect for the first 24 months of employment only. Subject to financial availability – appointment must be approved by the President and Vice President for Finance and Administration.

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 https://cuny.jobs/brooklyn-college/new-jobs/ and click on the position. Select "Apply Now" and provide the requested information.

Please submit your application online by clicking on “Apply Now” below. In order to be considered, applicants must upload (referenced Job ID # 21227), a cover letter, current resume, and contact information (name, phone number, and email address) for three references in doc or pdf format.

CLOSING DATE

November 1, 2019

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.

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