Job Description

Overview
New York Institute of Technology's six schools and colleges offer undergraduate, graduate, and professional degree programs in in-demand disciplines including computer science, data science, and cybersecurity; biology, health professions, and medicine; architecture and design; engineering; IT and digital technologies; management; and energy and sustainability. A nonprofit, independent, private, and nonsectarian institute of higher education founded in 1955, it welcomes nearly 8,000 students worldwide.


The university has campuses in New York City and Long Island, New York; Jonesboro, Arkansas; and Vancouver, British Columbia, as well as programs around the world. More than 112,000 alumni are part of an engaged network of physicians, architects, scientists, engineers, business leaders, digital artists, and healthcare professionals. Together, the university’s community of doers, makers, healers, and innovators empowers graduates to change the world, solve 21st-century challenges, and reinvent the future.



For more information, visit nyit.edu.

Responsibilities
Basic Function: Provide on-site and online support for hardware, software, and audio-visual (AV) equipment; provide first and second-tier support to resolve faculty, staff, and student technology issues via in-person, phone, online, and email.



Major Responsibilities:

Provide hands-on support for all NYIT-owned hardware, software, and AV equipment.
Support the AV and technology needs of various events to include coordination, set up, break down, streaming, and planning; configure and support technology needed to conduct successful video conferencing and streaming services within classrooms, conference rooms, and auditoriums.
Provide first and second-tier technical support; concisely and effectively document issues in supported ticketing system to facilitate resolution and maintain user satisfaction; provide solutions or escalate to appropriate teams and leadership as needed.
Follow established knowledge articles, processes, and procedure documentation, and utilize all available resources to accurately assess, troubleshoot, escalate, and/or resolve client requests or incidents.
Install, maintain, repair, and upgrade hardware, software, peripherals, and other New York Tech technology as needed.
Serve as the escalation point for IT/AV related issues; provide solutions or escalate to appropriate teams and leadership as needed.
Create and maintain documentation, including training materials, procedure manuals, troubleshooting guides, and policies necessary to support clients in operating University IT/AV resources and services to optimize their use.
Manage software/hardware inventories in accordance with ITS standard operating procedures.
Maintain inventory, tools, and media necessary for the delivery of IT/AV support services.
Provide excellent customer service to all members of the NYIT community via a variety of support methods (in-person, telephone, online and written communication) to achieve exceptional client satisfaction.
Participate in various professional development opportunities to continually enhance skillsets and stay up-to-date with industry advancements while seeking new ideas and approaches to drive organizational improvement.
Assist the ITS Help Desk during times of high call volume or emergencies.
Other duties as needed by the department and defined by the supervisor.
Qualifications
Bachelor's degree in technical field and a minimum of one-year relevant experience; additional work experience may be considered in lieu of degree requirement.
Intermediate understanding of the operation of current versions of Windows, macOS, MS Office, and Google Suite for Education; intermediate knowledge of PC and Apple hardware/configuration issues desired.
Hands-on experience with a broad range of hardware, software, AV equipment and other electronics, including AV control systems such as Extron or Crestron; ability to read/follow technical troubleshooting documentation as required.
Demonstrated ability to effectively diagnose and resolve basic hardware/software issues; basic understanding of the inner workings of PCs and related hardware along with the ability to support and configure office productivity software, such as MS Office, virus protection software and email clients.
Strong interpersonal skills, including the ability to establish collaborative working relationships at all contact levels of the University and to communicate progress/challenges to appropriate personnel effectively, including the ability to explain technical issues in a way that non-technical people may understand.
Ability to work independently and as part of a team; ability to work concurrently on multiple tasks and projects; ability to communicate progress/problems to appropriate personnel effectively.
Must possess a high degree of proficiency and integrity relative to information security and data confidentiality.
Demonstrated ability to work effectively with students, faculty, and staff from diverse backgrounds in support of a welcoming and inclusive environment.
Team player with excellent consulting skills and a professional demeanor required.
Able to physically move and install computers, printers, and peripherals in locations that may not have an elevator – up to 50 lbs.
Ability to work nights and weekends on an as-needed basis is required.