User Support Assistant , Help Desk

Job Description

The User Support Assistant I provides reliable and timely Tier 1 technical and customer support to FIT students, faculty, and staff through in-person, telephone, email, chat, and other support channels. The position troubleshoots hardware and software issues, supports classroom and laboratory technology, manages help desk tickets, and assists with the operation and maintenance of computing and A/V environments. The position also provides event support, assists with equipment installations and deployments, supports student workers, and contributes to documentation, training, and IT initiatives.

Success in this role requires strong customer service, communication, problem‑solving, collaboration, and a commitment to maintaining dependable technology services across the College.

Location:

New York, NY;
Category:
Staff;
Job Type: Full-time;
Posted On:
Thu Aug 27 2026.

• Provide Tier 1 technical and customer support to students, faculty, and staff through in-person and remote support channels; troubleshoot hardware, software, endpoint, peripheral, mobile device, printing, and classroom technology issues.
• Provide timely, courteous, and professional service; document support activities, communicate solutions clearly, and elevate unresolved or widespread issues according to established procedures.

• Monitor and respond to Help Desk tickets, including requests for , academic software, installations, events, and other designated services.
• Support classrooms, computer laboratories, and other technology-enabled spaces, including equipment installation, deployment, imaging, testing, maintenance, upgrades, hardware refreshes, and security patching.
• Install and support software, hardware, endpoints, peripherals, A/V equipment, and other technology resources; maintain related inventories and contribute to the technical knowledge base.

• Provide technology and equipment support for College events, including setup, breakdown, delivery, retrieval, and storage.
• Complete assigned operational and administrative tasks, including data entry, documentation, status reports, and reporting of notable occurrences, daily activities, tickets, and projects.

• Train and support student workers and assist with cross‑training Help Desk staff; maintain training materials and share technical knowledge and documentation with colleagues.
• Collaborate with Help Desk staff, IT teams, business units, vendors, and contractors to resolve technical issues and support College operations.
• Maintain effective communication with students, faculty, staff, colleagues, and supervisors and participate in meetings and other required activities.

• Participate in ongoing learning, peer cross‑training, workshops, conferences, and other professional development activities to maintain current technical knowledge.
• Follow organizational policies, standard operating procedures, and established technical and service practices.

• Perform work outside scheduled hours when needed and respond to temporary operational or administrative assignments arising from emergencies or compliance requirements.
• Perform other related duties as assigned.

The preceding description is not designed to be a complete list of all duties and responsibilities required of the position; other duties may be assigned consistent with the classification of the position.

• Technical diploma, associate's degree, or comparable experience.
• 1-3 years of relevant experience.

• Bachelor's degree.
• 2-4 years of relevant experience.
• Experience providing…