IT Support Assistant Information Technology Support Services

IT Support Assistant (Hourly)- Information Technology Support Services

I.T. Support Assistants support routine operations and problem resolution of computing and/or communications functions at a College or Unit. They work in technical support, applications development, operations, help desk, and similar environments, as well as in the field where equipment may be located.

Work tasks include as:

• Operating, transporting, adjusting, and installing/configuring computing and related equipment
• Communicating with technology users and staff to understand, identify, document and resolve problems
• Performing simple repairs to computing and related equipment.

This job is in CUNY's Classified Civil Service. The full specification is available on our web site at http://www.cuny.edu/about/administration/offices/hr/classified-civil-service/ccsjobs/

IT Support Assistant

Non-exempt

Lehman College, of The City University of New York, ranks among the top five institutions in the nation for fostering social mobility. A four-year Hispanic-Serving Institution in the Bronx, Lehman offers bachelor’s, master’s, and advanced degrees and certificate programs in the Liberal Arts, sciences, and professions. The College’s community-driven mission and notable academic programs attract a diverse, international enrollment of over 15,000 students who take courses on its 37-acre, tree-lined campus and online degree programs.

Many thousands more community members benefit yearly from its active cultural, educational, health, and economic outreach programs and services.

The Information Technology Division of Lehman College is responsible for technology delivery, leadership, and innovation to achieve Lehman's strategic vision of transforming lives and communities.

We deliver by being accountable for the reliable, service-oriented, and transparent management of computing, data, network, and telecommunications, Service Desk, multimedia and applications and web resources that are responsive to the needs of the College.

We lead by implementing contemporary technologies that enhance the quality of teaching, learning, research, and work experiences, adding measurable value for the students, faculty, staff, alumni, and communities we serve.

We innovate by advancing a forward-thinking, seamless, and collaborative technology environment that increases efficiency and ensures the highest quality education.

Under direct supervision of the Service Desk Managers (Assistant Director and Assistant Managers for IT Academic Center) performs entry-level professional Information Technology work at the Service Desk and IT Center by assisting all students, faculty and staff with routine operations and problem resolution of computing and/or communications functions in technical support areas, operations, Service Desk, telecommunications, applications development, computer laboratory and similar environments.

The IT Center comprises of eight academic computing labs, an academic open center, a training lab, a faculty lab, the public-facing tier one IT Service Desk as well as a satellite Service Desk at the library.

In addition to the CUNY Title Overview, the IT Support Assistant, HRLY will be responsible for the following duties.

• Conduct initial troubleshooting incidents and requests submitted by students, faculty, and staff to the Help Desk on a multitude of platforms (CUNYfirst, Brightspace, Degree Works, ePermit, Lehman e-mail, all Lehman accounts, Bit Locker, etc.) through multiple modes (in-person, by phone, e-mail, Teams, Zoom, etc.). Escalate to the appropriate colleagues, departments and/or vendors, if necessary.
• Assist with the training of new staff (college assistants, student aides and work-study students) Help Desk part-time staff on the operations and applications used at the Help Desk and IT Center.
• Respond to e-mails in the Help Desk e-mail addresses including Help Desk, Faculty Help and IT Res.
• Create, assign, monitor and resolve tickets in the IT work order system (Track-It and Service Now). Manage service requests.
• Assist with the configuration of VDI (Virtual Desktop Infrastructure) clients in the IT Center and IT classroom suite, and escalate to the appropriate colleagues, departments and/or vendors, if necessary.
• Repair and replace various equipment and peripheral devices (desktop computers, printers, etc.) in IT Center and IT classroom suite and escape to the appropriate colleagues, departments and/or vendors, if…