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CUNY IT Assistant, Level 1 (Provisional) Help Desk/Tech Support Evening and Weekends in New York, New York

Job Title: IT Assistant, Level 1 (Provisional) Help Desk/Tech Support Evening and Weekends

Job ID: 21308

Location: School of Professional Studies

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

The CUNY School of Professional Studies (CUNY SPS) provides online and on campus degree and certificate programs that meet the needs of adults who are looking to finish or transition into a bachelor’s degree, earn a master’s degree or certificate in a specialized field, advance in the workplace, or change careers.

Home to the first fully online degree programs at the City University of New York, CUNY SPS offers fully accredited degree and certificate programs for students who want the flexibility and convenience of online education. CUNY SPS was ranked in the top 5% in the Nation in U.S. News & World Report’s list of the 2019 Best Online Bachelor’s Degree Programs.

Drawing on CUNY's nationally and internationally renowned faculty and practitioners, as well as industry and education partners, the School's programs provide opportunities for personal growth, job mobility, greater civic participation, and new ways to advance knowledge.

Reporting to the Assistant Director of User Support, the Help Desk/Technical Support Specialist will:

  • Operate transport, adjust, and install/configure computing and related equipment.

  • Communicate with technology users and staff to understand, identify, document, and resolve problems.

  • Perform simple repairs to computing and related equipment. Provide computer troubleshooting and maintenance.

  • Provide customer support and technical assistance to remote learners with VPN connectivity.

  • Ensure prompt response to trouble tickets.

  • Provide support services for end user requests, including troubleshoot activities and advocacy for the end user.

Escalate end user requests to the appropriate support group, as necessary.

  • Monitor system wide difficulties and work with the Office of Information Technology team and other support staff

in providing timely notification of problem occurrence, updates, and resolution to appropriate groups, as required.

  • Maintain a working knowledge of computer technology, network systems, and standard software and act as a

resource of technical information to the end user community.

  • Monitor the CUNY SPS Help Desk daily phone and email queue to ensure timely retrieval and processing of end user requests.

  • Coordinate and manage the CUNY SPS Help Desk email request queue to comply with service delivery and

service levels, as necessary.

  • Provide Help Desk support by assisting employees and service providers with questions or concerns via the

telephone, email, or in person.

  • Strive to meet Help Desk support guidelines; enter all issues in the appropriate tracking software.

  • Create and edit technical documentation; submit articles for IT Knowledgebase monthly.

  • Install, upgrade, inventory, and problem solve computer hardware and software issues.

  • Provide on call coverage.

  • Assist in ongoing implementation of CUNYfirst.

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

  • Bachelor degree or minimum three years of experience in Help Desk or Call Center support

  • Proficiency in Microsoft Windows, Mac OS X, web-enabled communication and Microsoft Office

  • Experience in Blackboard, E-Sims, CUNY Portal, CUNYFirst, registration systems, and CRM systems

  • Strong communication and negotiation skills as well as the ability to work collaboratively

  • Energetic, well organized, and patient with a blend of technical and analytical skills, initiative, and independence

  • Ability to prioritize, establish and meet goals and milestones, including the ability to make judgment calls and to respond tactfully in all situations

  • Ability to work well under pressure and handle stressful situations

  • Ability to work in a fast-paced, team-based, and customer service-oriented environment

  • Strong verbal and written communication skills

  • Ability to install various software packages, troubleshoot issues, and resolve problems

  • Ability to interact with staff in professional and courteous manner during problem resolution

  • Experience with Windows servers, including administration of Active Directory

  • Familiarity with various commercial software packages (McAfee, Outlook Exchange Servers, Microsoft Office Suite, Adobe Professional Suite, Citrix, Crystal Reports)

  • Familiarity with various commercial software packages (McAfee, Outlook Exchange Servers, Microsoft Office Suite, Adobe Professional Suite, Citrix, Crystal Reports)

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.

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 Job ID# 21308 or Title. Select "Apply Now" and provide the requested information. Candidates must attach a resume.

Multiple vacancies available.

CLOSING DATE

November 22, 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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