Fixed Term L1 Support Technician

The New School•Lowell, MA

12d•$28•Onsite

About The Position

Join The New School At The New School, we redefine the boundaries of education, creativity, and innovation. Founded in 1919 and located in the heart of New York City, we are home to over 9,000 students from over 100 countries, offering more than 135 degree and diploma programs across our renowned colleges, including Parsons School of Design, The New School for Social Research, Eugene Lang college of Liberal Arts, Parsons Paris, and the College of Performing Arts. Our progressive, interdisciplinary approach has earned us recognition as one of the most forward-thinking institutions in the world. The Information Technology department is seeking a dedicated L1 Support Technician to join our team in IT Central. This is an administrative position governed by a Local 1205 Teamsters Professional union contract. Reporting to the L1 Tech Lead, you'll be part of a team of support professionals dedicated to providing an elevated level of customer satisfaction to students, faculty, and staff at The New School. The core of this role is delivering in-person and remote first-level technical support. This involves handling and resolving complex technical and functional queries related to IT services, software, and hardware. You will be responsible for following support escalation paths and collaborating with colleagues across the IT department and the wider university to ensure all customer inquiries are swiftly and fully resolved. To maintain operational continuity during an ongoing departmental restructuring, while the Department’s future state is being determined, this is a one-year, fixed-term position.

Requirements

Bachelor’s degree (BA or BS) and professional level work experience in the educational technology sector or closely related field.
Experience providing excellent customer service for a fast paced IT department, including campus technology services and learning spaces.
Superior communication skills with ability to communicate effectively and efficiently, in written and verbal form.
Ability to handle multiple tasks and projects effectively.
Efficient working knowledge of MS Office, ticketing systems, reservation and knowledge base management systems, and Google apps.
Ability to troubleshoot hardware and software issues and to provide technical assessment and recommendations to support initiatives for process improvement.
Demonstrates skills in technology support at level 1, with a good understanding of the escalation process.
Genuine interest in working with people and researching solutions for technical problems and usability challenges.
MAC OS X, Windows, and mobile device experience.

Nice To Haves

A+ certification preferred.

Responsibilities

Acts as point of contact for first-level technical IT support – assisting clients with any concerns, inquiries, or issues they may have about IT services, related software, and hardware.
Provides support via walk-ins, phone, chat, and email and escalating to IT technical support and management staff when necessary.
Maintains strong organizational and communication skills to provide a high level of customer service to all clients.
Uses concise writing skills to log, update, and close tickets via support systems, email, and to create knowledge documentation.
Familiarity with concepts outlined through ITIL – Service Level Agreements (SLAs), incident/problem management, etc.
Acts as liaisons to IT and management staff for issue escalation.
Continuously expands customer service skills and technical knowledge.
Proficient technical knowledge of workstations, printers, scanners, network concepts, and all supported services – including OS support, GoogleApps, classroom technologies, mobile devices, user accounts, hardware diagnosis/installation, data management, and other new supported technologies.
Tests images for learning spaces and offices, including but limited to workstations, desktops, and laptops.
Knowledgeable on supported technologies, systems and escalation paths.
Provides technical assessment and recommendations for process improvement and new initiatives.
Provides training and support to student workers.
Checks in and out, via timeclock, for daily time worked.
Being able to accommodate shifting responsibilities – with regards to coverage of duties – to minimize adverse impact on services and to adhere to SLA’s.

Benefits

Health & Wellness Comprehensive medical, dental, and vision coverage
Employee Assistance Program (EAP)
Financial Wellness Retirement plan administered by TIAA
Qualified Transportation Expense Plan
Work-Life Balance Paid vacation and sick leave, with accruals starting on your first day
Paid holidays and floating holidays
Workmode & Telework Policy (if applicable)
Professional Growth Career advancement and professional development opportunities
Access to university programs, lectures, and events featuring world-renowned speakers and organizations
Tuition waiver benefit for eligible employees and dependents
Additional Perks Employee discounts with local vendors and service providers