Technology Support Technician - L1

The New School•New York, NY

9d•Onsite

About The Position

Information Technology is looking for an L1- Support Technician to join our team in IT Central. This is an administrative position governed by a Local 1205 Teamsters Professional Union contract. This position will work closely with a team of support professionals who assist students, faculty, and staff at The New School with varying technical needs to maintain an elevated level of customer satisfaction. This position reports to the Director of IT Central. This position provides in-person and remote first-level technical support, handling and resolving complex technical and functional queries related to IT services, software, and hardware. The position is responsible for following support escalation paths as necessary and will work with others in the IT department, as well as others across the university, to ensure customer inquiries are resolved.

Requirements

Associate’s degree and/or professional-level work experience in the educational technology sector or similar field.
Experience providing excellent customer service for a fast-paced IT department, including campus technology services and learning spaces.
Demonstrated skills in technology support at level one, with good understanding of ITIL escalation process, SLAs, incident/problem management, ticketing systems, knowledge base management systems, etc.
Superior communication skills and ability to communicate effectively and efficiently, in written and verbal form.
Concise writing skills to log, update, and close issues via support systems, and to create knowledge documentation.
Proficient technical knowledge of workstations, printers, scanners, network concepts, and all supported services – including OS support, Google Apps, MS Office, classroom technologies, mobile devices, user accounts, hardware diagnosis/installation, data management, and other new supported technologies.
Ability to troubleshoot hardware and software issues and to provide technical assessment and recommendations to support initiatives for process improvement.
Ability to work days, evenings, and weekends as needed, including overtime or hours outside of the schedule to help assist in projects, emergency coverage, or outage support.
Must be able to lift, carry, and set up hardware/AV equipment weighing up to 50 lbs., navigate campus buildings, and perform cable management in office/classroom setups.

Nice To Haves

A+ certification preferred.
Continued effort to expand customer service skills and technical knowledge.
MAC OS X, Windows, and mobile device support experience.
Ability to handle multiple tasks and projects effectively.

Responsibilities

Act as the 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.
Provide in-person and remote support via walk-ins, phone, chat, Zoom, and email, escalating to IT technical support and management staff when necessary.
Maintain strong organizational and communication skills to provide a high level of customer service to all clients.
Provide rapid, on-site troubleshooting for classroom, conference room, and admin location support calls involving computers, projectors, displays, and audio systems.
Offer training to faculty and staff on how to use room technology, including wireless casting and hybrid teaching tools.
Log all support tickets in the university’s ITSM, document recurring hardware failures, and communicate details on the ticket.
Test images for learning spaces and offices, including, but not limited to, workstations, desktops, and laptops.
Provide technical assessment and recommendations for process improvement and new initiatives.
Continue to improve knowledge of supported technologies, systems, and escalation paths.
Provide training and support to student workers.
Accommodate shifting responsibilities—with regard to coverage of duties—to minimize adverse impact on services and to adhere to SLA’s.
Check in and out via time clock for daily time worked.
Other duties as assigned, including supporting any new responsibilities that arise from the introduction of new platforms or technologies, including learning and adapting to these new technologies, integrating them into existing systems, and providing training and support to end-users.

Benefits

Comprehensive medical, dental, and vision coverage
Employee Assistance Program (EAP)
Retirement plan administered by TIAA
Qualified Transportation Expense Plan
Paid vacation and sick leave, with accruals starting on your first day
Paid holidays and floating holidays
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
Employee discounts with local vendors and service providers