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IT Technician II

Posted: July 21, 2021
Description
Skills
Education
Company Description

Under the direction of the Assistant Director, Client Services in New York, NY, the candidate in the IT Technician II position, provides information technology support to faculty, staff, and students at our New York City campus location. This support position includes but is not limited to answering and responding to information technology related NYIT Service Central request, trouble calls, field work covering installation, configuration, troubleshooting of personal computers, related hardware, and various application software. This position functions with the rights and responsibilities as a member of the Client Services support team.

Specific Responsibilities:

The IT Technician II works as a member of the Client Services support team and often works independently with little or no supervision
The IT Technician II position provides a single point of contact for technology-related problem resolution at NYIT – New York City campus locations. The candidate will receive technology-related problem calls/tickets and provide problem diagnosis, resolution, or escalation to third tier technicians
The IT Technician II is responsible for accurately logging calls in our call tracking system, understanding and interpreting the problem or question.
The candidate will use existing system documentation to diagnose a situation, resolve the issue, and document the solution or actions taken.
The IT Technician II provides support to the Service Central (Service Desk) Team and log in to the ACD telephony system to receive and handle support calls as necessary.
The IT Technician II performs advanced installation and configuration on desktop computers according to NYIT protocols and procedures; provides advanced technical support services for such items as, hardware, network connectivity, printers, personal data assistants, business productivity applications, Internet applications, specialty software applications, and in-house developed applications.
The IT Technician II takes inventory, prepares, and validates computer hardware and associated peripherals before they are deployed.
The IT Technician II is required to facilitate the ordering of parts and processing of warranty RMAs for the replacement of defective parts with supported vendors.
The IT Technician II assists users in selecting the proper software applications for their needs; develop complete hardware and software solutions to various user requirements; evaluate related hardware and software products and make recommendations for adoption.
The IT Technician II coordinates with staff from NYIT’s ITS departments that support enterprise or network/telecom services.
The IT Technician II assists in maintenance of computer laboratories and special projects as required.
The IT Technician II interfaces with hardware and software vendors and other related third parties.
IT Technician II provides on-call coverage outside of business hours as necessary.
IT Technician II recommends products and strategies related to user needs for computing and specific issues.
IT Technician II contributes to the maintenance of the information technology assets and knowledge database.
IT Technician II assists in the hiring, training, supervision, and evaluation of student assistant staff.
IT Technician II performs other IT duties as assigned by the Assistant Director, Client Services or designee

Experience with computer hardware and software installation and configuration in a support related area.
Strong PC and/or Mac background and significant hands-on experience with business productivity applications and internet applications are required.
Advanced experience and proficiency with Windows 10 and MAC OS X+ maintenance and JAMF administration is highly desirable.
Strong knowledge and experience in the use of Microsoft Office suite of products required.
Strong knowledge of MAC and mobile device hardware/image and set-up configuration preferred.
Strong knowledge of Wi-Fi protocols and Zoom is desirable.
Strong communication skills to explain/educate technical details to non-technical clients required.
Strong commitment to timely responsiveness and resolution to clients required.
Previous help desk, call center, or customer service experience is required.
Excellent decision-making and problem-solving skills required.
Experience with desktop image development preferred.
Experience writing effective end-user training and documentation preferred.
Web and mobile device experience a plus.
A thorough understanding and experience in networking principles, including TCP/IP protocols and stacks preferred.
Demonstrated analytical and troubleshooting skills required.
Demonstrated proactive approach and self-initiative is required.
Ability to interact effectively with a wide variety of users with different computing requirements and backgrounds is required.
Experience and ability to interact with senior management is required.
Excellent decision-making and problem-solving skills and effectiveness in getting things done collaboratively is required.
Previous experience in a higher education environment is desirable.
Must be able to work on holidays, weekends and evenings as required.
Excellent oral and written communication skills along with ability to work independently are required.
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 is required.
Able to physically move and install computers, printers, and peripherals (up to 40 pounds) in locations that may not have an elevator is required.

Please submit cover letter & resume for consideration.

New York Institute of Technology is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity

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Bachelor's Degree required, and at least 2 years of related experience/certifications/advanced training in the IT support field.

New York Institute of Technology offers 90 undergraduate, graduate, and professional degree programs in more than 50 fields of study, including computer science, data, and cybersecurity; biology and biomedical studies; architecture and design; engineering; health professions and medicine; IT and digital technologies; management; communications and marketing; education and counseling; and energy and sustainability. A nonprofit, independent, private, and nonsectarian institute of higher education, it welcomes more than 9,000 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.

New York Tech embraces its mission to provide career-oriented professional education, give all qualified students access to opportunity, and support research and scholarship that benefits the larger world. More than 100,000 alumni comprise an engaged network of doers, makers, and innovators prepared change the world, solve 21st-century challenges, and reinvent the future.

For more information, visit nyit.edu.

Description

Under the direction of the Assistant Director, Client Services in New York, NY, the candidate in the IT Technician II position, provides information technology support to faculty, staff, and students at our New York City campus location. This support position includes but is not limited to answering and responding to information technology related NYIT Service Central request, trouble calls, field work covering installation, configuration, troubleshooting of personal computers, related hardware, and various application software. This position functions with the rights and responsibilities as a member of the Client Services support team.

Specific Responsibilities:

The IT Technician II works as a member of the Client Services support team and often works independently with little or no supervision
The IT Technician II position provides a single point of contact for technology-related problem resolution at NYIT – New York City campus locations. The candidate will receive technology-related problem calls/tickets and provide problem diagnosis, resolution, or escalation to third tier technicians
The IT Technician II is responsible for accurately logging calls in our call tracking system, understanding and interpreting the problem or question.
The candidate will use existing system documentation to diagnose a situation, resolve the issue, and document the solution or actions taken.
The IT Technician II provides support to the Service Central (Service Desk) Team and log in to the ACD telephony system to receive and handle support calls as necessary.
The IT Technician II performs advanced installation and configuration on desktop computers according to NYIT protocols and procedures; provides advanced technical support services for such items as, hardware, network connectivity, printers, personal data assistants, business productivity applications, Internet applications, specialty software applications, and in-house developed applications.
The IT Technician II takes inventory, prepares, and validates computer hardware and associated peripherals before they are deployed.
The IT Technician II is required to facilitate the ordering of parts and processing of warranty RMAs for the replacement of defective parts with supported vendors.
The IT Technician II assists users in selecting the proper software applications for their needs; develop complete hardware and software solutions to various user requirements; evaluate related hardware and software products and make recommendations for adoption.
The IT Technician II coordinates with staff from NYIT’s ITS departments that support enterprise or network/telecom services.
The IT Technician II assists in maintenance of computer laboratories and special projects as required.
The IT Technician II interfaces with hardware and software vendors and other related third parties.
IT Technician II provides on-call coverage outside of business hours as necessary.
IT Technician II recommends products and strategies related to user needs for computing and specific issues.
IT Technician II contributes to the maintenance of the information technology assets and knowledge database.
IT Technician II assists in the hiring, training, supervision, and evaluation of student assistant staff.
IT Technician II performs other IT duties as assigned by the Assistant Director, Client Services or designee

Skills

Experience with computer hardware and software installation and configuration in a support related area.
Strong PC and/or Mac background and significant hands-on experience with business productivity applications and internet applications are required.
Advanced experience and proficiency with Windows 10 and MAC OS X+ maintenance and JAMF administration is highly desirable.
Strong knowledge and experience in the use of Microsoft Office suite of products required.
Strong knowledge of MAC and mobile device hardware/image and set-up configuration preferred.
Strong knowledge of Wi-Fi protocols and Zoom is desirable.
Strong communication skills to explain/educate technical details to non-technical clients required.
Strong commitment to timely responsiveness and resolution to clients required.
Previous help desk, call center, or customer service experience is required.
Excellent decision-making and problem-solving skills required.
Experience with desktop image development preferred.
Experience writing effective end-user training and documentation preferred.
Web and mobile device experience a plus.
A thorough understanding and experience in networking principles, including TCP/IP protocols and stacks preferred.
Demonstrated analytical and troubleshooting skills required.
Demonstrated proactive approach and self-initiative is required.
Ability to interact effectively with a wide variety of users with different computing requirements and backgrounds is required.
Experience and ability to interact with senior management is required.
Excellent decision-making and problem-solving skills and effectiveness in getting things done collaboratively is required.
Previous experience in a higher education environment is desirable.
Must be able to work on holidays, weekends and evenings as required.
Excellent oral and written communication skills along with ability to work independently are required.
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 is required.
Able to physically move and install computers, printers, and peripherals (up to 40 pounds) in locations that may not have an elevator is required.

Please submit cover letter & resume for consideration.

New York Institute of Technology is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity

Create Profile & Apply
Email this job to a friend
Share on your newsfeed

Education

Bachelor's Degree required, and at least 2 years of related experience/certifications/advanced training in the IT support field.

Company Description

New York Institute of Technology offers 90 undergraduate, graduate, and professional degree programs in more than 50 fields of study, including computer science, data, and cybersecurity; biology and biomedical studies; architecture and design; engineering; health professions and medicine; IT and digital technologies; management; communications and marketing; education and counseling; and energy and sustainability. A nonprofit, independent, private, and nonsectarian institute of higher education, it welcomes more than 9,000 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.

New York Tech embraces its mission to provide career-oriented professional education, give all qualified students access to opportunity, and support research and scholarship that benefits the larger world. More than 100,000 alumni comprise an engaged network of doers, makers, and innovators prepared change the world, solve 21st-century challenges, and reinvent the future.

For more information, visit nyit.edu.

Position Overview

Company

New York Institute of Technology

Location

New York, NY

Job Type

Full time

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Position Details

Description

Under the direction of the Assistant Director, Client Services in New York, NY, the candidate in the IT Technician II position, provides information technology support to faculty, staff, and students at our New York City campus location. This support position includes but is not limited to answering and responding to information technology related NYIT Service Central request, trouble calls, field work covering installation, configuration, troubleshooting of personal computers, related hardware, and various application software. This position functions with the rights and responsibilities as a member of the Client Services support team.

Specific Responsibilities:

The IT Technician II works as a member of the Client Services support team and often works independently with little or no supervision
The IT Technician II position provides a single point of contact for technology-related problem resolution at NYIT – New York City campus locations. The candidate will receive technology-related problem calls/tickets and provide problem diagnosis, resolution, or escalation to third tier technicians
The IT Technician II is responsible for accurately logging calls in our call tracking system, understanding and interpreting the problem or question.
The candidate will use existing system documentation to diagnose a situation, resolve the issue, and document the solution or actions taken.
The IT Technician II provides support to the Service Central (Service Desk) Team and log in to the ACD telephony system to receive and handle support calls as necessary.
The IT Technician II performs advanced installation and configuration on desktop computers according to NYIT protocols and procedures; provides advanced technical support services for such items as, hardware, network connectivity, printers, personal data assistants, business productivity applications, Internet applications, specialty software applications, and in-house developed applications.
The IT Technician II takes inventory, prepares, and validates computer hardware and associated peripherals before they are deployed.
The IT Technician II is required to facilitate the ordering of parts and processing of warranty RMAs for the replacement of defective parts with supported vendors.
The IT Technician II assists users in selecting the proper software applications for their needs; develop complete hardware and software solutions to various user requirements; evaluate related hardware and software products and make recommendations for adoption.
The IT Technician II coordinates with staff from NYIT’s ITS departments that support enterprise or network/telecom services.
The IT Technician II assists in maintenance of computer laboratories and special projects as required.
The IT Technician II interfaces with hardware and software vendors and other related third parties.
IT Technician II provides on-call coverage outside of business hours as necessary.
IT Technician II recommends products and strategies related to user needs for computing and specific issues.
IT Technician II contributes to the maintenance of the information technology assets and knowledge database.
IT Technician II assists in the hiring, training, supervision, and evaluation of student assistant staff.
IT Technician II performs other IT duties as assigned by the Assistant Director, Client Services or designee

Skills and Experience

Experience with computer hardware and software installation and configuration in a support related area.
Strong PC and/or Mac background and significant hands-on experience with business productivity applications and internet applications are required.
Advanced experience and proficiency with Windows 10 and MAC OS X+ maintenance and JAMF administration is highly desirable.
Strong knowledge and experience in the use of Microsoft Office suite of products required.
Strong knowledge of MAC and mobile device hardware/image and set-up configuration preferred.
Strong knowledge of Wi-Fi protocols and Zoom is desirable.
Strong communication skills to explain/educate technical details to non-technical clients required.
Strong commitment to timely responsiveness and resolution to clients required.
Previous help desk, call center, or customer service experience is required.
Excellent decision-making and problem-solving skills required.
Experience with desktop image development preferred.
Experience writing effective end-user training and documentation preferred.
Web and mobile device experience a plus.
A thorough understanding and experience in networking principles, including TCP/IP protocols and stacks preferred.
Demonstrated analytical and troubleshooting skills required.
Demonstrated proactive approach and self-initiative is required.
Ability to interact effectively with a wide variety of users with different computing requirements and backgrounds is required.
Experience and ability to interact with senior management is required.
Excellent decision-making and problem-solving skills and effectiveness in getting things done collaboratively is required.
Previous experience in a higher education environment is desirable.
Must be able to work on holidays, weekends and evenings as required.
Excellent oral and written communication skills along with ability to work independently are required.
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 is required.
Able to physically move and install computers, printers, and peripherals (up to 40 pounds) in locations that may not have an elevator is required.

Please submit cover letter & resume for consideration.

New York Institute of Technology is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity

Create Profile & Apply
Email this job to a friend
Share on your newsfeed

Education

Bachelor's Degree required, and at least 2 years of related experience/certifications/advanced training in the IT support field.

Company Description

New York Institute of Technology offers 90 undergraduate, graduate, and professional degree programs in more than 50 fields of study, including computer science, data, and cybersecurity; biology and biomedical studies; architecture and design; engineering; health professions and medicine; IT and digital technologies; management; communications and marketing; education and counseling; and energy and sustainability. A nonprofit, independent, private, and nonsectarian institute of higher education, it welcomes more than 9,000 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.

New York Tech embraces its mission to provide career-oriented professional education, give all qualified students access to opportunity, and support research and scholarship that benefits the larger world. More than 100,000 alumni comprise an engaged network of doers, makers, and innovators prepared change the world, solve 21st-century challenges, and reinvent the future.

For more information, visit nyit.edu.

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