Technical Support Specialist

School of Visual Arts•New York, NY

52d•Hybrid

About The Position

Under the supervision of the Director of Information Technology and the Desktop Support Manager, the Technical Support Specialist will provide high-quality end-user support for the various constituents at the School of Visual Arts (SVA). User groups include Administrative and Academic Staff, Students, and Faculty. End-user devices include desktop computers, laptops, printers, and mobile phones. Users are located in 12 buildings on the Manhattan campus and at home.

Requirements

Bachelor of Arts or Bachelor of Science in Information Technology or a closely related field is required.
Candidates without a degree may substitute at least four (4) years of professional experience in the Information Technology field or equivalent technical training.
Fluency in standard software and desktop operating systems, including Windows, macOS, Microsoft Office, FileMaker, Adobe Creative Cloud, web browsers, and antivirus software
Knowledge in the Google Workspace environment (Gmail, Google Drive, Google Meet, etc.).
Knowledge of software, hardware, and best practices and procedures to support these systems.
Knowledge of standard applications and operating systems (e.g., Microsoft Intune for Windows endpoints and JAMF Pro for macOS endpoints and iOS devices), remote desktop applications such as TeamViewer, and virtual environments.
Knowledge of Windows operating systems (Windows 10/11) and Microsoft 365 web and desktop apps.
Knowledge of basic networking concepts (TCP/IP, DNS, DHCP).
Skilled in incident reporting, troubleshooting, and problem-solving skills - including clearly communicating the technical nature and resolution of trouble tickets with colleagues in the IT support group. When required to meet our customer SLAs, the timely escalation of complex tickets to other members in the IT department is expected.
Skilled in assessing, analyzing, responding to, and satisfying end-user requests - including clearly and professionally communicating with end users (in-person, over the phone, and in writing), walking them through the troubleshooting process, following up on issue resolution, confirming ticket resolution, and courteously handing off or escalating tickets when needed.
Skilled in effective verbal and written communication - required to always be conscientious of the constituent group (student, staff, faculty, alumni) with whom they are interacting. Each group has a different level of technical expertise and expectations of IT support. End-user retail computer support for the public is an example of the diverse range of individual personalities and ages that the technician will interact with.
Skilled in planning, organizing, and providing close attention to detail in daily tasks.
Ability to work independently, multitask, prioritize, delegate, and manage several open issues at one time.
Ability to research, identify, learn, analyze, and maintain knowledge of trends, new technologies, and adapt to changing environments in specialized areas.
Ability to work with frequent interruptions and changes in priorities.
Ability to resolve/define problems or situations, collect data, establish facts, and draw valid conclusions requiring the exercise of good judgment.
Ability to write routine documentation, reports, and other correspondence.
Ability to work independently, proactively, and collaboratively within a fast-paced and agile team environment.
Ability to establish and maintain good working relationships with other employees, students and stakeholders.

Nice To Haves

Experience with Microsoft Intune for Windows endpoints and JAMF Pro for macOS endpoints and iOS devices.
Certifications in CompTIA A+, Network+, or Google Workspace

Responsibilities

Responsible for quality end-user support and proactive maintenance of administrative desktop hardware, software, and peripherals – this includes assets owned and managed by the college.
Responsible for the updating and maintenance of the administrative desktop asset database, including data entry, tracking warranty and service contracts, and the registration of all hardware and software purchases.
Assist with setting up, configuring, and deploying desktops, laptops, mobile devices, printers, and other IT equipment.
Perform routine maintenance tasks, including software updates, system backups, and antivirus management.
Collaborate with other IT team members to escalate complex issues and follow up on resolution.
Work with third-party vendor support groups as needed to resolve technical problems.
Works with Active Directory and other service delivery systems.
Document support activities, solutions, and procedures for future reference.
Assist in the development and implementation of IT policies and procedures.
Responsible for helping students set up their computers for Internet access in the residence halls.
Assists with minor and major office moves, adds, changes, and acts as liaison between the IT Department and other offices.
Trains and orients employees on the use of hardware, software, and telephone systems.
Takes on a support leadership role for assigned point web applications and enterprise systems as they are deployed to the college.
SVA is a broad constituency of community members (end users) all of whom the IT team interacts with daily. This includes administrative office staff, academic office staff, faculty, students, alumni, and the public.
Collaboration is the key to success. For SVA IT, key collaborative operations groups include Audio Visual Services, Facilities (Physical Plant), Security Services (Campus Safety), and Resource Management (Office Services).
Students, Staff, and Faculty in a Higher Education environment are not on a fixed 9 am-5 pm schedule, waiting for support like a typical office. The technician should be comfortable following up with end users to agree on a mutually convenient time to troubleshoot the issue.
Other job-related duties as assigned