IT Support Assistant- Technology Support Specialist

IT Support Assistant- Technology Support Specialist IT 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. General Duties 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 Responsibilities Determine the cause of malfunctions, using various methods such as observation, use of diagnostic software or equipment. Assist in remediating both hardware and software issues. Communicate with technology users and other technology staff to understand the details of work assignments and the nature of problems. May log or document problem reports. Assist with the creation of desktop/laptop images using Dell Image Assist, JAMF, and/or other imaging products. Provide technical support for users in Windows and Mac based environments including both hardware and software. Provide technical support for mobile technologies including Apple, Google, and Android. Create desktop images using vCenter and configure and support zero clients. Assist in routine troubleshooting of network topologies, including DHCP, DNS and TCPIP Configure, setup and deliver equipment requests to user community. Uses ServiceNow to track service requests and incident reports. This is a 100% in-person position. Minimum Qualifications High School Diploma, G.E.D., or equivalent Eighteen months of related full-time work experience or equivalent, such as completion of eighteen college credits in Information Technology Demonstrated English Language proficiency A Motor Vehicle Driver's license, valid in New York State, may be required for some, but not all positions. Other Qualifications Knowledge of troubleshooting and diagnostic techniques on technical issues that will focus on providing high levels of customer satisfaction. Proficiency in Windows OS, Mac OS, web-enabled communication, and Microsoft Office 365 Proficiency in installing various software packages, troubleshoot issues, and resolving problems. Good working knowledge with imaging software such as Dell Image Assist, JAMF and other imaging products Working knowledge of MDM, JAMF, MECM Good working knowledge of mobile technologies including Apple, Google, and Android Strong communication and negotiation skills as well as the ability to work collaboratively. Energetic, well organized, and patient with a blend of technical and analytical skills, initiative, and independence Ability to work in a fast-paced, team-based, and customer service-oriented environment. Familiarity with Windows servers, including administration of Active Directory. Familiarity with various commercial software packages (McAfee/Trelix, Outlook Exchange Servers, Microsoft Office Suite, Adobe Creative Cloud, Citrix, Crystal Reports). Good understanding of network topologies, including DHCP, DNS and TCPIP. Responsibility for maintaining and managing Computrace/Absolute inventory and security software profiles for mobile hardware devices for the college. Compensation New Hire: $49,211 Incumbent: $55,608 *This amount reflects a 13% salary suppression in effect for the first 24 months of employment only. 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. 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: 32431 Location: Lehman College Job Type: Full-Time #J-18808-Ljbffr ISACA