Job Information

CUNY IT Senior Associate Level 1 (Provisional)  - Office of Computing Information Services in Brooklyn, New York

IT Senior Associate Level 1 (Provisional) - Office of Computing Information Services

Job ID



NYC College of Technology

Full/Part Time





I.T. Senior Associates perform highly complex professional work in technology-related disciplines. While areas of specialization vary, typically I.T. Senior Associates perform a range of work in development/programming, communications, technical support, or similar functions depending on the needs of the Information Technology area to which they report. Work tasks include diagnosing, evaluating, overseeing and resolving highly complex projects. They have wide latitude for independent initiative and judgment and may serve in lead roles on complex programs or projects, and/or serve as a direct supervisor of a unit or group.

I.T. Senior Associates should demonstrate mastery of one or more technology-related disciplines, decision-making ability in situations related to those disciplines, and be able to serve as a resource in these areas. They may contribute to decisions on I.T. policies and technical standards.

This job is in CUNY's Classified Civil Service. The full specification is available on our web site at


IT Senior Associate




The Office of Computing Information Services (OCIS) at New York City College of Technology (City Tech) welcomes applications for the position of IT Senior Associate.

Reporting to the Chief Information Officer, the IT Senior Associate will be responsible for managing the Student Helpdesk, Faculty & Staff Helpdesk, and Media Services Helpdesk.

Duties include:

  • Successfully deliver services and projects supporting the technological needs of the College community both on-time and within budget through proactive team management and leadership.

  • Define team goals and lead staff to achieving desired results, while being accountable for team performance.

  • Establish and implement ITIL standards, and define and implement processes and procedures for supporting all departments across the organization.

  • Collect feedback to determine patterns and issues such that they can be resolved, or create and update FAQs. Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting(s).

  • Identify the need for upgrades, configurations or new systems and report to upper management.

  • Deliver frontline technical support for faculty, staff, students, alumni and partners.

  • Monitor ticket volume and performance metrics while supporting the team in exceeding expectations, and promoting continuous improvement of Tier 1 support, desktop administration, and telecom delivery for all stakeholders.

  • Escalate and resolve software issues to the information systems/development team.

  • Install and support desktop and laptop computers, handheld devices, printers, monitors, portable data storage devices and other general peripherals for multiple technology platforms, including Windows and Mac.

  • Diagnose and resolve technical problems, respond to escalated problems from clients, perform triage, provide remote problem resolution when possible, dispatch problems to associated groups throughout IT, and dispatch out to clients for hardware and software issues not resolved remotely.

  • Deploy images and software applications, manage desktop hardware and backups, and track all issues.

  • Configure IT devices for secure operation including installation of security software, software updates, and other configurations as required using McAfee Antivirus and Encryption server for multiple technology platforms (including Windows PC and Apple Mac)


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

  2. An equivalent of ten years of experience post-high school that can be met by one of the following: ten years of full-time work experience in a computer or technology related position; an Associate's degree plus eight years of full-time work experience in a computer or technology-related position; or a Bachelor's degree from an accredited institution plus six years of full-time work experience in a computer or technology-related position

  3. Demonstrated English Language proficiency

  4. 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. In addition to the minimum qualifications above, To qualify for Levels 2 and 3, additional qualifications, such as education, experience, or certification relevant to the area of specialization are required.


Preferred Qualifications:

  • Solid technical background with an ability to give instructions to a non-technical audience.

  • Ability to plan, organize, and coordinate work to meet established goals.

  • Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner.

  • Ability to foster positive end-user relationships and drive customer satisfaction.




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.


Visit, 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.

IMPORTANT NOTE: Applicants who meet the qualification requirements and are a permanent IT Senior Associate, permanent IT Associate, permanent IT Assistant, permanent IT Support Assistant or are on the eligible list for IT Support Assistant, Exam #2064, will be considered.


Opeen until filled with review of resumes to begin September 27, 2022.


CUNY Job Posting: Information Technology/Technical


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.