Overview:

IITS support technicians provide both on-premises and remote support for instructional technologies as well as computer labs, libraries, classrooms, and offices.

• Assists students with use of hardware, software, programming, and network during hybrid classes and during open lab hours.
• Provides instructors with the use of hardware and software.
• Provides faculty and staff support for computer hardware, software, and networking, in response to simple, not complicated incidents.
• Assists Level 2 and senior support technicians in local and global IITS projects in coordination with Network, Network Security, Server, and other teams.
• Helps train faculty on use of computer labs and in use of productivity software.
• Utilizes the IT Service Management application, ServiceNow, to log, monitor and track customer requests and incidents.
• Maintains inventory listings of computer lab hardware, software, and supplies.
• Posts times of lab availability and class schedule
• Maintains a professional environment, establish, and enforce lab and computing policies and procedures.
• Prepares and submits monthly status reports.
• Providing technology support to local library staff
• Maintains classroom and computer lab audio-visual equipment.
• IITS project as assigned under supervision.
• All other duties as requested by supervisor.

Education/ Experience

• Bachelors degree or making progress in bachelors degree program.

Knowledge/ Skills/ Abilities

• Strong customer service, communication, and organizational skills.
• Must be able to multi-task and prioritize work.
• Proficiency in Microsoft Office Suite including Word, Excel, PowerPoint, Outlook Windows 11, and computer applications used in most levels of instruction.

Travel

• Technicians may be asked to temporarily cover different computer labs in the greater New York area as needed.

Physical Demands

• Extensive use of computers
• Extensive time sitting and standing.
• Able to lift to 10 lbs.