CUNY IT Assistant, Level 1/Desktop Support Technician (Provisional) - Advanced Science Research Center 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

The Graduate Center, CUNY is the focal point for advanced teaching and research at The City University of New York (CUNY), the nation's largest urban public university. With over 35 doctoral and master’s programs of the highest caliber, the Graduate Center fosters pioneering research and scholarship in the arts and sciences and prepares students for careers in universities and the private, nonprofit, and government sectors. The Graduate Center’s commitment to research and scholarship for the public good is exemplified by its more than 30 centers, institutes, and initiatives, including its Advanced Science Research Center (ASRC), a 200,000 square-foot facility in upper Manhattan, designed to promote collaboration among scientists in five areas of global research and innovation: nanoscience, photonics, structural biology, neuroscience, and environmental sciences.

The Graduate Center (GC) benefits from highly ambitious and diverse students and alumni—who in turn teach hundreds of thousands of undergraduates every year. Through its public programs, the Graduate Center enhances New York City’s intellectual and cultural life.

Information Technology (IT) is the division of the Graduate Center responsible for voice, video, and data systems and services. The mission of this unit is to promote, facilitate, and support the effective use of technology in the learning process, in instruction and research, and in processing and accessing institutional information.

Reporting directly to the User Services Manager, the Desktop Support Technician assists with technical support of desktop computers, applications and related technology. This position will be located at the Advanced Science Research Center.

Duties include but are not limited to:

  • Handles technical support and solves the user hardware and software problems or questions related to computer systems (Windows/Mac/Linux), the VOIP telephone system, and enterprise system software;

  • Installs and supports Microsoft Windows & Mac desktop and laptop computers, handheld devices, printers, monitors, portable data storage devices and other general peripherals;

  • Responsible for resolving issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalates incidents to other support teams when necessary;

  • Provides support for IT products and services; troubleshoots network and local printer issues and resolves difficulties with smart classroom technology;

  • Records required customer and problem information in the Track-It! Call Ticketing System; updates tickets with appropriate journal entries of activities and closes tickets with applied resolution;

  • Establishes priorities on IT Services tickets based on established team and departmental guidelines and procedures;

  • Performs other duties as assigned.

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

A preferred candidate should have:

  • One year of experience in desktop support.

  • Experience with troubleshooting problems related to Computer systems (Windows/Mac), the VOIP telephone system, & enterprise systems software.

  • Experience with installation, configuration, peripheral equipment & software.

  • Experience with Track-IT! or other ticketing systems.

  • Familiarity with smart classroom technology.

  • Experience with remote desktop support.

  • Experience with SCCM and Casper.

COMPENSATION

New Hire: $45,464* Incumbent: $51,374*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

Click on "Apply Now" below which will bring you to the registration screen. If you are a new user, you must register to apply. If you already have a user ID, please use your existing ID to apply. Make sure to upload a cover letter, resume, and contact information for three (3) professional references (name, title, organization, phone number, and email). Please upload all documents in Word or PDF format.

CLOSING DATE

May 23, 2018

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.

Job Title: IT Assistant, Level 1/Desktop Support Technician (Provisional) - Advanced Science Research Center

Job ID: 18726

Location: Graduate Center

Regular/Temporary: Regular