IT Support Assistant Provisional

IT Support Assistant (Multiple Vacancies) - Provisional GENERAL DUTIES

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.

• 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.

IT Support Assistant

Non-exempt

“At Baruch College we believe that student success is everyone’s responsibility”

The Service Desk Technician is responsible for providing first-level technical support to end-users across the College. This role involves troubleshooting hardware, software, and network issues, resolving service requests, and ensuring timely and effective communication with users. The technician serves as the primary point of contact for IT-related inquiries and works to maintain high levels of customer satisfaction by resolving problems efficiently and providing support.

• Respond to incoming service requests via phone, ticketing system, or walk-ins.
• Oversee the lifecycle of service requests and incidents in Service Now, including tracking, routing, updating, and resolution.
• Diagnosis and resolve technical issues related to desktops, laptops, mobile devices (iOS/Android), and peripherals.
• Support campus-specific applications such as learning management systems (e.g., Brightspace), student information systems, and email platforms.
• Troubleshoot and resolve issues related to Windows and macOS operating systems.
• Install, configure, and maintain software applications and system updates.
• Support and troubleshoot network printers and multifunction devices.
• Assist with user account management, permissions, and access control.
• Diagnose and resolve hardware, software, and connectivity issues.
• Maintain accurate documentation of issues, solutions, and procedures to ensure consistency and effectiveness.
• Collaborate with other IT team members to elevate and resolve complex issues.
• Support remote users via remote desktop tools and mobile device management (MDM) platforms.

• Proven experience in technical support or a similar IT support role.
• Proficiency in supporting Windows 11 and macOS environments.
• Familiarity with mobile device platforms (iOS, Android) and MDM tools.
• Working understanding of TCP/IP networking, DNS, DHCP, and VPN.
• Basic knowledge of server environments (Windows Server, Active Directory).
• Experience with ticketing systems and remote support tools.
• Excellent problem-solving and communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Customer-focused mindset with a commitment to service excellence.
• Patience and empathy, proactive, and technically curious.
• Good written, oral, and interpersonal communication skills.
• Ability to be a team Player and proactive problem solver.
• Ability to multi-task and manage time efficiently.
• Well-organized and detail oriented.

New Hire: $44,746*

Incumbent: $50,564

* This amount reflects a 13% salary suppression in effect for the first 24 months of employment only.

CUNY offers a comprehensive benefits package to employees and eligible dependents based on job title and classification. Employees are also offered pension and Tax-Deferred Savings Plans. Part-time employees must meet a weekly or semester work hour criteria to be eligible for health benefits. Health benefits are also extended to retirees who meet the eligibility criteria.

CUNY encourages people with disabilities, minorities, veterans and women to apply. At CUNY, Italian Americans are also included among our protected groups. Applicants and employees will not be discriminated against on the basis of any legally protected category, including sexual orientation or gender identity. EEO/AA/Vet/Disability Employer.