IT Support Assistant ( Hourly) Service Desk Tier 1 Support Technician (3 Positions) **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. 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/ **CONTRACT TITLE** IT Support Assistant **FLSA** Non-exempt **CAMPUS SPECIFIC INFORMATION** Within the Office of Information Technology, under the direction of the Service Services IT Manager, we seek a skilled and customer-oriented Service Desk IT Help Desk Tier 1 Support Technician to join our IT team. The successful candidate will provide first level technical support to end-users, troubleshoot hardware and software issues, and ensure timely resolution of IT- related problems. **The successful candidate will have the following responsibilities:** + Serve as the first point of contact for all IT-related inquiries and issues respond to and resolve user requests and in-person, via phone, and ticketing system + Troubleshoot hardware, software, and network issues + perform basic diagnostic tests and implement solutions + Escalate complex issues to higher-level support teams when necessary + Maintain accurate documentation of all support activities + Assist with user account management and access control + Provide basic training and guidance to end users on IT systems and applications + Contribute feedback to improve OIT service and support practices, procedures and user instructional materials to improve the resolution of IT support issues + Performs other tasks as requested by the OIT- Client Services Manager/Director **MINIMUM QUALIFICATIONS** 1. High School Diploma, G.E.D., or equivalent 2. Eighteen months of related full-time work experience or equivalent, such as completion of eighteen college credits in Information Technology 3. Demonstrated English Language proficiency 4. A Motor Vehicle Driver's license, valid in New York State, may be required for some, but not all positions. **OTHER QUALIFICATIONS** + At least 12 months of experience providing tier 1 or better IT help desk + Basic understanding of network technologies and protocols + Excellent communication and customer service skills + Strong knowledge of Microsoft Office and MS 365 + Experience using IT Service Desk Management Software + Knowledge of IT security and networking fundamentals + A+, Security+, Network+, Apple and/or Microsoft certification + Outstanding customer service skills + Ability to explain technical concepts to non-technical users + Work to a high standards on assignments with minimum supervision + Self-motivated with a desire to consistently deliver high-quality service + Willingness to constantly improve customer service and technical skills **COMPENSATION** New Hire Rate $21.30 Incumbent Rate $24.08 **BENEFITS** 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. **HOW TO APPLY** If you are viewing this job posting externally, please apply as follows: -Go to www.cuny.edu and click on "Employment" -Click on "Employment" -Click on "More options to search for CUNY jobs" -Search for Job Opening ID number 28965 Click on the Apply Now button and follow the instructions. **PLEASE NOTE THAT YOU MUST UPLOAD A RESUME & COVER LETTER IN ANY OF THE FOLLOWING FORMATS: docx,.pdf, rtf, or text format.** **CLOSING DATE** October 10, 2024 **JOB SEARCH CATEGORY** CUNY Job Posting: Information Technology/Technical **EQUAL EMPLOYMENT OPPORTUNITY** 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. Job ID 28965 Location City College of New York