Help Desk Agent

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. Essential Functions Customer & Technical Support 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. Help Desk, Classroom & Technology Support Monitor and respond to Help Desk tickets, including requests for ID cards, 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. Event & Operational Support 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. Training & Collaboration 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. Professional Development & Compliance 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. Additional Duties 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. Job Requirements Minimum Qualifications Technical diploma, associate's degree, or comparable experience. 1-3 years of relevant experience. Preferred Qualifications Bachelor's degree. 2-4 years of relevant experience. Experience providing technical support in a customer‑facing environment. Experience supporting classroom, laboratory, endpoint, A/V, hardware, and software technologies. Knowledge, Skills, & Abilities Knowledge of computer hardware, software, operating systems, peripherals, and basic audiovisual technologies. Knowledge of help desk practices, ticket management, troubleshooting, and technical support procedures. Strong troubleshooting and problem‑solving skills, with the ability to diagnose issues and determine appropriate solutions or escalation. Strong verbal and written communication skills, including the ability to explain technical information clearly to users with varying levels of technical knowledge. Strong customer service, organizational, and time‑management skills, with the ability to manage multiple priorities in a fast‑paced environment. Ability to work independently and collaboratively, learn new technologies and procedures, and provide effective support to students, faculty, staff, and colleagues. Additional Information Please note all offers of employment are contingent upon successful completion of the background check process. Working Title Unified Help Desk Support Assistant I Salary Salary: $64,663.77 per year The UCE‑FIT Collective Bargaining Agreement (CBA) dictates the compensation, benefits, and conditions of employment. Hiring Salary: $64,663.77 per year with step increments per Salary Schedule 91, after one year of service and annually thereafter. Work Schedule Days/Hours: M‑F, 9am‑5pm, in person; work schedule subject to change based on needs of the department. Benefits The Fashion Institute of Technology (FIT) provides comprehensive employee benefit programs designed to help keep our faculty and staff and their families healthy, safe, happy, and productive. Our programs also include a variety of components to help our employees improve the quality and balance of their work and family lives, and to help them prepare for their futures. Retirement Plans Health Care Plan and Dental Plan Employee Assistance Program Flexible Spending Account Commuter Benefit Plan FIT Tuition Exemption Program Paid Time Off (Vacation, Personal, Sick and Holidays) 4‑day Summer Workweek Qualifying Employer for the Public Service Loan Forgiveness (PSLF) Program For a full list of FIT benefits, visit our benefits webpage. Pay Equity by State Employers Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor's Office of Employee Relations at View phone number on click.appcast.io or via email at View email address on click.appcast.io. Visa Sponsorship This position is not eligible for visa sponsorship by the Fashion Institute of Technology. Equal Employment Opportunity (EEO) Statement FIT is firmly committed to creating an environment that will attract and retain people from a range of backgrounds. FIT is firmly committed to creating a learning and working environment that encourages, utilizes, respects, and appreciates the full expression of every individual's ability. The FIT community fosters its mission and grows because of its rich, pluralistic experience. FIT is committed to prohibiting discrimination, whether on the basis of race, color, creed, age, national origin, immigration or citizenship status, gender, sexual orientation, disability, marital status, partnership status, caregiver status, sexual and reproductive health decisions, uniformed service, height, weight, any lawful source of income, status as a victim of domestic violence or as a victim of sex offenses or stalking, whether children are, may be or would be residing with a person or conviction or arrest record, or any other characteristic protected by applicable federal, state, or local laws. FIT is committed to providing equal opportunity in employment, including the opportunity for upward mobility for all qualified individuals. Applications from veterans and persons with disabilities are encouraged. Inquiries regarding FIT's non‑discrimination policies may be directed to the Chief Equal Employment Opportunity Officer/Title IX Coordinator, View phone number on click.appcast.io. Annual Security Report The safety and well‑being of FIT's students, faculty, staff, and visitors is of paramount importance. Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, FIT publishes an annual report containing crime statistics and statements of security policy, accessible here: Safety Statistics. A paper copy of the report will be provided upon request by contacting Public Safety's administrative office number at View phone number on click.appcast.io. Physical Requirements And Work Environment The working conditions for this position will be primarily in an office space. The physical requirement for this position will require constant sitting, occasional standing, occasional bending, occasional walking, and occasionally lifting 10 lbs. or less. #J-18808-Ljbffr