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Position

Junior Technical Support

Department: Information Technology and Infrastructure

Primary Location: Old Westbury

Responsibilities: NYIT’s Old Westbury campus seeks a Junior Technical Support. As a member of the Client Services team and working independently under minimal direction the Junior Technical Support position will provide a single point of contact for technology-related problem resolution at NYIT. The incumbent will receive technology-related problem calls and provide problem diagnosis, resolution, or escalation to second or third tier technicians. The Junior Technical Support position is responsible for accurately logging calls, understanding and interpreting the problem or question and will use existing system documentation to diagnose a situation, solve the problem, and document the solution or actions taken. He/she will perform advanced installation and configuration on desktop computers; provide advanced support services for such items as network interface cards, network drivers, printers, personal data assistants, business productivity applications, Internet applications, specialty applications, and in-house developed applications. The Junior Technical Support will assist users in selecting the proper software applications for their needs; develop complete hardware and software solutions to various user requirements; evaluate related hardware and software products and make recommendations for adoption. He/she will communicate and assist the NYIT users for installing, configuring, and troubleshooting hardware and software, train users in the use of the same, coordinate with staff from ITI computing personnel and other NYIT computing staff and assist Academic Computing staff in maintenance of computer laboratories during exigencies and special projects as required. Candidate will provide on-call coverage outside of business hours as necessary, recommend products and strategies related to user needs for computing and specific problems, contribute to the maintenance of the information technology asset database and the call tracking system, including logging all service requests and other projects and perform other duties as assigned.

Qualifications: Bachelor's Degree in Computer Science or related field required, with related experience. Experience with computer hardware and software installation and configuration in a support related area is required. Previous help desk, call center, or customer service experience is preferred. Excellent decision making and problem solving skills. Solid understanding of: MS Windows 7/8 MS Office 2010/2013 Products (Excel, Word, PowerPoint, Access, Outlook), general PC hardware, networking (TCP/IP, DNS, WINS, DHCP), wireless communication and Anti-Virus Software. Experience with end-user training and documentation with prior experience with web services/applications is required. (Web development skills are a plus). A fundamental understanding and experience in networking principles. Strong PC and/or Mac background and significant hands-on experience with business productivity applications and internet applications are required. Advanced experience and proficiency with Windows 7/8, and MAC OS X maintenance and administration is highly desirable. A thorough understanding and experience in networking principles, including TCP/IP protocols and stacks. Ability to interact effectively with a wide variety of users with different computing requirements and backgrounds. Strong organizational skills with emphasis on detail and follow-up. Must be able to work on holidays, weekends and evenings. Excellent interpersonal and communication skills, and ability to work independently are required. Supports faculty and students in the use and application of the technology resources available for teaching, learning and research. Executes a variety of technical and end-user support duties of routine difficulty, complexity and scope that can include: training, documentation of procedures, project implementation while supporting/troubleshooting the software, hardware and web services available at New York Institute of Technology. Provides timely resolution of all service incidents and projects assigned. Conducts on-the-job training or assists users, participating in computer technology classes, in the proper operation and care of software programs, web services, computer, peripheral devices, and software programs. Documents problems relating to hardware, software, and setup of prescribed protocols. Interfacing with hardware and software vendors and other related third parties as necessary. Utilizing Altiris for service tracking and issues. Providing support for Windows and Mac OSX systems. Providing first level support to campus constituents on NYIT wifi networks. Serving as a liaison with faculty & students on campus regarding: ** Software selection and installations ** Lab orientation & training including technology usage and best practices ** Support for Internet based services for teaching, learning and research **Troubleshooting hardware and networking issues ** General information regarding Technology standards, policies and procedures. Managing student workers assigned to facilities: specifically, providing direction and assistance to student workers and peers who have questions on issues while serving as a path for escalation for issues that student workers cannot resolve. - Providing accurate documentation of all tasks performed and completed using trouble ticket system. - Providing status reports to supervisors as requested. The successful candidate will communicate effectively verbally using tact, patience, and courtesy. - Demonstrate friendly, knowledgeable competent approach to problem resolution and our students, faculty and staff - Maintain a safe work environment and by following College safety policies and is willing to serve on-call coverage (nights and weekends) outside of business hours if necessary . We offer a competitive benefits package, including tuition remission, along with a professional environment designed to enhance your career development. For immediate consideration please send resume with cover letter to: .(JavaScript must be enabled to view this email address) and reference RA #1539 on the subject line.

M/F/V/D E/O/E



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