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About the Role
The New School is seeking an L1-Support Technician for IT Central to provide first-level technical support to students, faculty, and staff. This administrative role, governed by a union contract, involves assisting with a wide range of technical needs to ensure high customer satisfaction.
Responsibilities
- Act as the primary point of contact for first-level technical IT support.
- Assist clients with IT services, related software, and hardware concerns.
- Provide in-person and remote support via walk-ins, phone, chat, Zoom, and email.
- Escalate issues to IT technical support and management staff as necessary.
- Maintain strong organizational and communication skills for excellent customer service.
- Provide rapid, on-site troubleshooting for classroom, conference room, and admin location support calls.
- Troubleshoot computers, projectors, displays, and audio systems.
- Offer training to faculty and staff on using room technology, including wireless casting and hybrid teaching tools.
- Log all support tickets in the university’s ITSM.
- Document recurring hardware failures and communicate details on tickets.
- Test images for learning spaces and offices, including workstations, desktops, and laptops.
- Provide technical assessment and recommendations for process improvement and new initiatives.
- Continuously improve knowledge of supported technologies, systems, and escalation paths.
- Provide training and support to student workers.
- Accommodate shifting responsibilities to minimize adverse impact on services and adhere to SLAs.
- Check in and out via time clock for daily time worked.
- Support new responsibilities arising from new platforms or technologies, including learning, integrating, and providing end-user training and support.
Requirements
- Associate’s degree and/or professional-level work experience in the educational technology sector or similar field.
- Experience providing excellent customer service for a fast-paced IT department, including campus technology services and learning spaces.
- Demonstrated skills in technology support at level one.
- Good understanding of ITIL escalation process, SLAs, incident/problem management, ticketing systems, and knowledge base management systems.
- Superior communication skills and ability to communicate effectively and efficiently, in written and verbal form.
- Concise writing skills to log, update, and close issues via support systems, and to create knowledge documentation.
- Proficient technical knowledge of workstations, printers, scanners, network concepts, and all supported services.
- Proficient knowledge of OS support, Google Apps, MS Office, classroom technologies, mobile devices, user accounts, hardware diagnosis/installation, data management, and other supported technologies.
- Ability to troubleshoot hardware and software issues.
- Ability to provide technical assessment and recommendations to support initiatives for process improvement.
- Ability to work days, evenings, and weekends as needed, including overtime or hours outside of the schedule for projects, emergency coverage, or outage support.
- Must be able to lift, carry, and set up hardware/AV equipment weighing up to 50 lbs.
- Must be able to navigate campus buildings.
- Must be able to perform cable management in office/classroom setups.
Skills
- Customer Service
- Technical Support
- IT Services
- Software Support
- Hardware Support
- Troubleshooting
- AV Support
- Instructional Technology
- Ticket Logging
- Incident Management
- Device Imaging
- Process Improvement
- Communication Skills
- Writing Skills
- Workstation Support
- Printer Support
- Scanner Support
- Network Concepts
- OS Support
- Google Apps
- MS Office
- Classroom Technologies
- Mobile Device Support
- User Account Management
- Hardware Diagnosis
- Hardware Installation
- Data Management
- MAC OS X Support
- Windows Support
- Mobile Device Support
Location
- New York City
Work Type
- In-person
- Hybrid
Experience Level
- Level One Support
Education Level
- Associate's degree
- Professional-level work experience in educational technology or similar field
Salary/Compensations
- $27.69 per hour
Benefits
- Comprehensive medical, dental, and vision coverage
- Employee Assistance Program (EAP)
- Retirement plan administered by TIAA
- Qualified Transportation Expense Plan
- Paid vacation and sick leave
- Paid holidays and floating holidays
- Career advancement and professional development opportunities
- Access to university programs, lectures, and events
- Tuition waiver benefit for eligible employees and dependents
- Employee discounts with local vendors and service providers
About the Company
- The New School redefines the boundaries of education, creativity, and innovation.
- Founded in 1919 and located in New York City.
- Home to over 9,000 students from over 100 countries.
- Offers more than 135 degree and diploma programs across renowned colleges.
- Known for a progressive, interdisciplinary approach, recognized as a forward-thinking institution.
Equal Opportunity
- The New School is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, color, creed, religion or belief, national or ethnic origin, citizenship status, marital or domestic partnership status, sexual orientation, sex, gender identity or expression, age, disability, military or veteran status, or any other characteristic protected by federal, state, or local law.
- The New School recognizes and values the benefits of a diverse workforce.