IT Support Technician

University of Mount Saint Vincent • The Bronx, NY

1d • Onsite

About The Position

The IT Support Technician provides responsive, hands-on support for the University of Mount Saint Vincent’s technology environment. The technician diagnoses and resolves hardware, software, account access, and connectivity issues for faculty, staff, and students, and helps maintain secure and reliable classroom and administrative technology. This is a full-time, exempt, on-site position with flexibility for alternate shifts as needed. The rotating Monday–Friday shifts are 7:30 AM–3:30 PM, 10:00 AM–6:00 PM, and 12:00 PM–8:00 PM.

Requirements

• Bachelor’s degree required.
• Recent experience supporting and troubleshooting Windows and Apple machines and operating systems.
• Knowledge of computer operating systems, Microsoft 365, basic networking concepts (IP, DHCP, DNS, Wi-Fi), and cybersecurity best practices.
• Proficiency with Microsoft 365 applications, including Teams, OneDrive, SharePoint, Outlook, and related enterprise tools.
• Strong customer service and analytical abilities, and attention to detail.
• Valid driver’s license for occasional work-related driving and technology support assignments.

Nice To Haves

• Degree in Computer Science or a related field.
• Experience with BANNER or other ERP systems.
• Familiarity with disk imaging software and Avaya phone systems.
• Experience supporting Microsoft Active Directory, Microsoft Entra ID (formerly Azure AD), Microsoft Intune, and Windows Autopilot.
• Familiarity with IT service management and ticketing tools such as SysAid, and common remote-support platforms.
• Working knowledge of generative AI and AI-assisted support tools such as ChatGPT, Microsoft Copilot, Google Gemini, NotebookLM, or AI chatbots; familiarity with responsible AI use and data privacy.
• Experience supporting higher education technology environments, classroom audio/visual systems, or mobile devices.
• Practical knowledge of data networks, peripherals, and infrastructure cabling.

Responsibilities

• Provide courteous, responsive customer service by phone, email, remote tools, and in person.
• Install, maintain, configure, and troubleshoot PCs, peripherals, and software.
• Support the full lifecycle of University computers and devices, including setup, imaging and provisioning, deployment, inventory, refresh, and secure retirement.
• Assist with Microsoft Intune endpoint management, including device enrollment, configuration profiles, application deployment, compliance monitoring, and troubleshooting under established IT procedures.
• Assist users with Help Desk inquiries and resolve issues in a timely and effective manner.
• Diagnose and resolve software, hardware, and basic network issues, including IP, DHCP, and DNS.
• Assist users with Microsoft 365 accounts, identity and access issues, password resets, multifactor authentication, and approved account-provisioning procedures.
• Provide technical support for the University’s Canvas Learning Management System.
• Set up and troubleshoot classroom and conference-room audio/visual technology.
• Assist senior IT support colleagues with computer lab hardware and software deployments.
• Conduct computer rollouts for departments and employees.
• Support University telephone and voicemail systems.
• Train employees and students to use University technology, including Microsoft Teams and OneDrive.
• Use University-approved generative AI tools responsibly to improve support documentation, draft FAQs, enhance user training, and streamline routine service desk workflows while safeguarding University data.
• Assist with cybersecurity training programs and help implement best practices.
• Follow University information security and privacy procedures when handling devices, accounts, and student or employee information, including applicable FERPA-protected records, and promptly report suspected security incidents.
• Log, prioritize, troubleshoot, document, and resolve service desk tickets; communicate updates, meet established service targets, and escalate complex issues appropriately.
• Develop user guides and FAQs for common technical issues.
• Maintain accurate asset records and technical knowledge-base entries; assist with new employee onboarding and authorized technology offboarding.
• Collaborate with IT colleagues to identify opportunities for technology improvement.
• Perform additional duties as assigned.

Benefits

• Generous paid time off, including vacation and sick leave, beyond the time the University is closed for holidays.
• Comprehensive health, dental, and vision insurance.
• 100% employer-sponsored life insurance and LTD benefits.
• 403(b) retirement plan with employer matching.
• Professional development opportunities.
• Tuition benefits for employees and their dependents.
• Employee Assistance Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level