Technical Support Specialist

Yeshiva University•New York, NY

8d•$60,000 - $70,000•Onsite

About The Position

The Technical Support Specialist supports the University’s technology environment by diagnosing and resolving end-user issues remotely and on-site. This role provides Tier 1 and Tier 2 support for faculty, staff, and students, including classroom and event technology, desktop hardware/software, and core productivity tools. The Specialist also delivers user training, maintains documentation, and follows University security standards. This is an on-site position.

Requirements

2+ years of experience providing hands-on technical support (help desk/service desk), including Tier 1 and Tier 2 troubleshooting.
2+ years of audio-visual experience supporting live events, including setup, operation, and troubleshooting.
Experience supporting Windows and macOS endpoints, peripherals, and common productivity applications.
Experience supporting Microsoft 365 (Office/Office 365), including account/access troubleshooting.
Experience using an ITSM ticketing system (e.g., ServiceNow) to document, prioritize, and communicate incident/request status.
Strong troubleshooting skills with a structured approach (identify, isolate, resolve, document).
Customer service mindset with the ability to communicate technical concepts to non-technical users.
Proficiency supporting Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, and Office apps).
Ability to support classroom technology and A/V systems (projectors, microphones, conferencing, codecs, and presentation systems).
Working knowledge of identity and access concepts (accounts, groups, permissions) and endpoint security practices.
Ability to manage multiple requests, prioritize by impact/urgency, and escalate appropriately.
Strong documentation habits (knowledge articles, how-to guides, and process documentation).
Reliability and schedule flexibility to support evening/weekend events as required.
Ability to safely lift and move items up to 45lbs.

Responsibilities

Provide Tier 1 and Tier 2 Service Desk support for University faculty, staff, and students (virtual and physical desktops).
Troubleshoot and support Microsoft Office/Office 365 and provide access support as needed.
Create, update, and maintain user accounts and related access (e.g., directory services).
Provide classroom technology support, including hardware, software, and audio/visual (A/V) needs.
Set up, operate, and support A/V and computer equipment for meetings and events across campuses, including evening/weekend coverage as required.
Maintain and support the phone system in a VoIP environment; resolve client issues as they arise.
Follow and support security standards and policies (anti-virus, patching, firewall, and data security best practices).
Implement desktop standards and best practices and contribute to the Service Desk knowledge base.
Test and evaluate software, operating systems, hardware, and peripherals for compatibility, reliability, and performance.
Respond to client inquiries in a timely manner; escalate issues appropriately when needed.
Maintain a high level of customer service aligned with University competencies.
Document, track, and communicate incident/request status and resolution in ServiceNow, including updates based on priority.
Create and maintain documentation for operational processes and continuous improvement.
Provide technical guidance and training to users and peers upon request.
Coordinate and communicate effectively with other team members and partner groups.
Perform other duties as assigned.