IT Specialist, Service Desk

New York University • New York, NY

5d • $70,000 - $82,500

About The Position

Analyze, evaluate, and diagnose technical problems involving Tisch IT Service Desk technology services and support; assess complexity, determine resolutions, and provide solutions; report on findings; recommend and document solutions. Assess, initiate, plan, and manage incident tracking database process and recommend system or software changes. Monitor and oversee the work of student employees. Act as the Tisch Communication representative. Collaborate with managers, specialists, technicians, service partners, and vendors for problem management of complex technical support issues.

Requirements

• Bachelor's Degree
• 3+ years relevant experience analyzing hardware, software, and systems' performance, providing technical support, including troubleshooting to resolve problems with computer hardware, software applications, printers, and A/V systems.
• Experience with Active Directory and Endpoint Management Systems
• Creating technical documentation and staff supervision or an equivalent combination of education and experience.
• Strong customer focus, flexibility to resolve urgent issues, and understanding of computer technology in an educational environment.
• Excellent interpersonal, verbal, and written communication skills.
• Able to effectively communicate with individuals at all levels (including non-technical users), create detailed computer/software procedures, establish detailed metrics for reporting, and adapt while troubleshooting highly technical issues independent of device or operating system.
• Must have knowledge of Crestron systems and advanced knowledge of Windows OS and Apple Mac OS.
• Diverse experience in audio-visual equipment such as video cameras, microphones, and projectors.
• Ability to conduct training classes and presentations.

Nice To Haves

• 3+ years relevant experience, including experience in a service/help desk and/or audiovisual environment solving highly technical issues and experience working with system and endpoint administrators to report issues and bugs identified by service desk staff in an educational environment.

Responsibilities

• Analyze, evaluate, and diagnose technical problems
• Assess complexity and determine resolutions
• Provide solutions and report on findings
• Recommend and document solutions
• Assess, initiate, plan, and manage incident tracking database process
• Recommend system or software changes
• Monitor and oversee the work of student employees
• Act as the Tisch Communication representative
• Collaborate with managers, specialists, technicians, service partners, and vendors for problem management of complex technical support issues

What This Job Offers

• Job Type: Full-time
• Number of Employees: 1,001-5,000 employees