IT Support Assistant

Under direct supervision, assists with routine operations and problem resolution of

computing and/or communications functions. The IT Support Assistant performs work in

technical support areas, applications development, operations, help desk, and similar

environments, as well as in the field where equipment may be located.

• Computing devices of all types, including mainframe computers, microcomputers, and personal computing devices.
• Communications technology, including telephones and equipment, and communications network equipment.
• Computer peripherals and related equipment, including equipment to support multimedia applications (video, audio, and conferencing).
• Performs routine system operations and administration. Loads media (cartridges, tapes, forms, papers, disk packs), operates various programs and processes, maintains user accounts, monitors computing and communications activities, and updates logs.
• Assists with data storage operations. Transfers data from one medium/format to another. Performs routine backup and recovery tasks. Transport and/or transmit designated data in any format to other locations as directed.
• As directed, it makes minor adjustments and implements routine technical updates to hardware and software (including networks, operating systems, applications software, web pages, and data tables).
• Maintains records, such as inventory records and records of assignment and use of technical equipment.

• Communicates with technology users and other technology staff to understand the details of work assignments and the nature of problems. May log or document problem reports.
• Tests computer and communications equipment to check its capacity and capability to perform as specified, and reports findings.
• Identifies problems regarding computer, peripheral, or communications equipment, and other operating environment.
• Determines the cause of malfunctions and various methods (e.g., observation, use of diagnostic software or equipment).
• Informs a supervisor or designated contact for repairs. Documents findings and actions taken in appropriate logs. Follows up to assure problems have been resolved.
• May perform simple repairs such as replacing faulty computer, peripheral and communications equipment and/or component parts (e.g., boards, cards, monitors, cables, communications circuits), fixing electromechanical components (e.g., switches, relays, transformers) and tuning/adjusting components to correct malfunctions.

• May enter data into, or operate computer-based systems in performing work, including problems logs and help desk systems.
• Maintains standards fro safety and for the proper use of equipment and tools.
• Adheres to uniform performance standards and efficient work methods.

Provides timely and effective service.

• Occasionally assists in orientation and training of new staff. May temporarily supervise other personnel.

Queens College seeks a service-focused IT Support Assistant to contribute to the delivery of reliable technology services across the campus. Working as part of the College’s technology team, the IT Support Assistant will provide frontline assistance to faculty, staff, students, and other members of the campus community while helping maintain a responsive and well-supported technology environment.

The successful candidate will demonstrate strong customer service skills, sound technical judgment, attention to detail, and the ability to work effectively in a fast-paced academic setting. This position requires an individual who can communicate technical information clearly, manage multiple service needs, and collaborate with colleagues to support…