IT Services Support Assistant/IT Support Assistant

I.T. Support Assistants support routine operations and problem resolution of computing and/or communications functions at a College or Unit. They work in technical support, applications development, operations, help desk, and similar environments, as well as in the field where equipment may be located.

Work tasks include as:

• Operating, transporting, adjusting, and installing/configuring computing and related equipment

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

• Performing simple repairs to computing and related equipment.

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 Support 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 IT Director for Client Services, the IT Services Support Assistant assists with technical support of desktop computers, applications and related technology.

Duties include but are not limited to:

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

• Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines;

• Resolves 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 including troubleshooting 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;

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

• Performs other duties as assigned.

MINIMUM QUALIFICATIONS

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

• Eighteen months of related full-time work experience or equivalent, such as completion of eighteen college credits in Information Technology

• Demonstrated English Language proficiency

• A Motor Vehicle Driver’s license, valid in New York State, may be required for some, but not all positions.

OTHER QUALIFICATIONS

A preferred candidate should have:

• Minimum of one (1) year of experience in desktop support.

COMPENSATION

Hourly Wage: New Hire: $19.68/hr* Incumbent: $22.25/hr *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, and organization) by the closing date. Please upload all documents in Word or PDF format.

CLOSING DATE

April 25, 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 Services Support Assistant/IT Support Assistant (Hourly – Temp)

Job ID: 18539