Technical Support Specialist

Apply/Register Job no: 496739
Work type: Staff Full-time
Department: Information Technology Services
Location: Wilf Campus, 500 West 185th Street, NY, NY
Categories: Information Technology

Position Summary: The Technical Support Specialist will work to support the technology presence at the University to recommend or perform complex or remedial actions to correct problems using remote diagnostic and remediation technology and tools, or at user locations. The Specialist provides consultative support to department managers and end users directly related to the general business operations, software systems, including technical assistance and training to system users. 
Position Responsibilities: 
  • Provide Tier 1 and Tier 2 Service Desk support related to the virtual and physical desktops of university faculty and staff
  • Provide Microsoft Office and Office 365 issue resolution and access to the university community
  • Establish and/or maintain user accounts
  • Provide classroom support and address technical needs and requirements – both hardware, software, audio/visual, and other media requests
  • Support security standards and policies (anti-virus/anti-spam/firewall/patching/data security best practices)
  • Implement desktop standards and best practices used throughout the unit and contribute to the development of the service desk support IT Knowledge Base catalog
  • Provide technical guidance and advanced training to others upon request
  • Testing and evaluating specified software packages, proposed hardware and software to determine efficiency, reliability, and compatibility with existing computer systems, peripherals and the network
  • Responding in a timely fashion to client inquiries and escalated issues concerning operation of client-owned assets
  • Maintaining the highest level of customer service as set forth by Yeshiva’s general competencies
  • Providing updates, status and completion information to management regarding all assigned incidents, requests, and projects via the Service NOW ticketing system
  • Providing regular updates to tickets within the work queue with frequency depending on priority level
  • Escalating all high priority or sensitive customer requests/concerns
  • Coordinating activities with the other team members
  • Providing consultative support to management and end users directly related to general business operations, software systems, technical assistance and training to system users
  • Producing relevant documentation surrounding operational processes and process improvement
  • Provide Phone system maintenance and support in a VoIP environment
  • Ensure the phones and phones system are working properly and address client issues as they arise
  • Position will assist in working Help Desk tickets, including answering user calls and directly them to the appropriate group(s)
Experience & Education Background:
  • Associate's degree or equivalent from two-year college or technical school or three to five years related experience and/or training
  • Equivalent combination of education and experience will also be considered
  • Bachelor’s Degree preferred
Skills & Competencies:
  • PC Imaging, Configuration, Troubleshooting and Support (Windows 10, OSX) experience
  • Microsoft Applications troubleshooting and support experience, including Office 2013-2016 as well as office 365 products
  • Support of Outlook, MS Office 365, PC Encryption software, Printers, PCs, Mac, Mobile Devices and other IT supported devices, repair and maintenance and all specific applications
  • Remote user support including - VPN installation and configuration
  • Testing new releases of software, Operating Systems, hardware, and peripherals
  • Knowledge in PC support tools (i.e. SCCM)
  • Working knowledge Audio Visual and Video teleconferencing (Ektron a plus)
  • Mac Troubleshooting and Support experience
  • Must have the ability to work effectively with end-users, gain their confidence, understand their technical and operational needs and translate them into viable technical solutions
  • Superior verbal and written skills, encompassing complete understanding of the English language with exceptional communication skills
  • Strong organizational and leadership skills
  • Willingness to work as a contributing member of the team including other systems personnel, the operations staff, and the account administrators
  • Provide support status updates and process changes
  • Ability to write reports, business correspondence, and procedure manuals
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
  • Ability to define problems, collect data, establish facts and draw valid conclusions
  • Excellent time-management, planning and interpersonal skills
  • Effectively manage scope and customer expectations on individual assignments
  • A+ Certification, ITIL Certification preferred
  • Prior experience with PC Imaging (SCCM) and Active Directory
  • Basic Understanding of networking (TCP/IP)
  • LAN Troubleshooting
Salary Range: $60,000-$70,000
About Us:

Founded in 1886, Yeshiva University (YU) has a strong tradition of combining Jewish scholarship with academic excellence and achievement in the liberal arts, sciences, medicine, law, business, social work, Jewish studies, education, psychology, and more.

We are a leading global educational institution that employs 2,000 people across our various campus locations -- Wilf Campus, Beren Campus, Brookdale Center, Resnick Campus in the Bronx, the Gruss Institute in Jerusalem, the Boys High School in Manhattan and the Girls High School in Queens. From the distinguished faculty who teach here, to the dedicated staff, we work to fulfill our mission through all that we teach, by all that we do and for all those we serve. We seek to attract and retain engaged and committed individuals who contribute to an exciting working environment, where there is a sense of community and belonging, balanced with a significant cross section of people from diverse backgrounds working and studying together.

The University offers an excellent compensation package, and a broad range of employee benefit plans, including immediate participation in the University’s retirement plan. Staff members are typically eligible for four weeks paid vacation each year and have access to a shuttle to nearby subway locations.

Equal Employment Opportunity: Yeshiva University is an equal opportunity employer committed to hiring minorities, women, individuals with disabilities and protected veterans.


Advertised: Eastern Daylight Time
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