CUNY IT Associate, Level 1 (Provisional) - IMEDIA Reservation Desk Technical Support in New York, New York


I.T. Associates perform moderately complex professional work in technology-related disciplines. While areas of specialization vary, typically I.T. Associates work in areas such as development/programming, communications, technical support, or similar functions depending on the needs of the Information Technology area to which they report. Work tasks include resolving complex technology problems and serving as a technical resource. They have considerable latitude for independent initiative and judgment and may have supervisory responsibilities.

I.T. Associates should demonstrate mastery of one or more technology-related disciplines.

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


IT Associate




Reporting to the Director of Academic Technology, the iMedia Reservation Desk Technical Support Specialist will be responsible for maintaining the daily operations of general use Smart Classrooms and loaner resources operated by the Office of Information Technology (OIT). He/she helps to develop and enforce effective procedures and practices to provide a high level of customer service for the students and faculty who use the facilities.

The Technical Support Specialist will operate OIT-managed smart classrooms and lecture halls, including the iMedia Reservation Desk and Student Laptop Loaner Program that includes over 500 loaner resources for faculty, 150+ smart classrooms with over 90 technology-enhanced wireless smart rooms and 200 student loaner laptops. He or she will supervise a team of IT technicians and lab monitors charged with servicing students and maintaining smart classrooms and lecture halls in an academic robust technology-enhanced teaching and learning environment.

The Technical Support Specialist will lead in coordinating the implementation of smart classrooms and lecture hall-related IT projects ranging from deploying new AV and communications systems; modernizing and decommissioning of legacy systems; and maintaining computing, audiovisual, and telecommunication technology smart classrooms. In fulfilling his or her duties, the manager will collaborate with other OIT units, including Project Management Office, Networking, Telecommunications, Systems Administration, Service Desk, Client Services, Tech Center, Application Development, Business Services, Academic Technology Services, and Information Security. The Technical Support Specialist will operate in a complex and fast-paced environment that requires highly effective interpersonal, communication, negotiation, and leadership skills.

The successful candidate will be expected to:

  • Provide first-rate customer service to students, faculty and other technology center guests, ensuring an orderly and productive environment for academic work.

  • Oversee the hiring, training, management, and professional development of the iMedia’s staff; evaluate the performance of assigned staff; monitors performance and takes appropriate corrective action to address performance deficiencies; develops training programs for staff to ensure they maintain acceptable knowledge and skill levels in the maintenance and usage of college-deployed information technologies.

  • Attend staff meetings and participate in OIT related groups and events.

  • Oversee the continuous maintenance, servicing, and development of desktop, laptop, and audiovisual technology in general-use smart classrooms and lecture halls.

  • Maintain equipment maintenance schedules and execute preventative maintenance plans and procedures; assist with the distribution and tracking of inventory; arrange for repairs and coordinate maintenance that cannot be performed in-house; and maintain supplies for loaner equipment and classroom environments.

  • Collaborate with faculty and staff to maintain the functionality and usefulness of the software, hardware, audio-visual technology.

  • Employ service desk software ticketing system to respond to, track, analyze, and improve services, key performance indicators, and staff efficiency; generate metrics and report findings as needed to ascertain trends, model and maintain effective operations.

  • Desk and smart classroom infrastructures are in compliance with College and University regulations and best practices, including the Americans with Disabilities Act (ADA).

  • Oversee, coordinate, schedule, train, and moderate video conferencing sessions for distance learning, meetings and other educational services, operate recording equipment, and coordinate software support with vendor as needed.

  • Coordinate deployment and maintenance of software and hardware; troubleshoot of issues related to user accounts and licensed software products and services.

  • Generate reports using OIT Service Desk ticketing system, and management consoles of installed software services; research current and potential problems and emerging technology trends and proposes potential solutions.

  • Attends training as required to execute duties and performs other related tasks as requested by your immediate supervisor.


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

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


New Hire: $59,035* Incumbent: $66,710 *This amount reflects a 13% salary suppression in effect for the first 24 months of employment only.


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.


If you are viewing this job posting in CUNYFirst, please click on "Apply Now" on the bottom of this page and follow the instructions.

If you are viewing this job posting externally, please apply as follows:

  • Go to and click on "Employment"

  • Click "Search job listings"

  • Click on "More search options"

  • Search by Job Opening ID number

  • Click on the "Apply Now" button and follow the instructions.


September 24, 2018.


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.

Job Title: IT Associate, Level 1 (Provisional) - IMEDIA Reservation Desk Technical Support

Job ID: 19337

Location: City College of New York

Full/Part Time: Full-Time

Regular/Temporary: Regular