Helpdesk Support Technician

The Helpdesk Support Technician is an entry-level technical support position reporting to the Manager of Systems/Network and working collaboratively within a team environment. This role serves as a frontline resource for employees experiencing technology-related issues and provides timely, professional support to help maintain reliable access to essential systems, applications, hardware, and network resources. The position requires strong technical aptitude, analytical and problem-solving skills, attention to detail, and the ability to follow established procedures while exercising sound judgment when resolving routine technical issues. The Help Desk Support Technician plays an important role in ensuring employees have the technology support and resources needed to perform their work effectively and advance the mission of the Research Foundation., * Provide frontline technical support for desktop hardware, software, and peripherals, including installation, configuration, troubleshooting, and routine maintenance of Windows-based systems and standard business applications.

• Respond to, troubleshoot, and resolve end-user technical issues in a timely and professional manner, escalating complex issues when appropriate.
• Set up, configure, operate, and provide technical support for audiovisual and video-conferencing equipment used for meetings, conferences, presentations, and organizational events.
• Coordinate with external vendors and service providers regarding equipment repairs, service calls, technical support, and equipment pricing or quotes.
• Maintain accurate help desk, equipment, and technical support records and prepare reports as requested.
• Assist with equipment setup, deployment, inventory, and basic maintenance to support the organization’s technology needs.
• Perform other related duties and responsibilities as assigned., The Research Foundation of The City University of New York (RFCUNY) is a nonprofit educational corporation founded in 1963 to provide post-award fiscal and administrative support for CUNY’s research and sponsored programs. RFCUNY’s services allow CUNY researchers, faculty, and staff to focus on their intellectual curiosity and scientific discoveries, on projects and programs that serve our local and global communities, proposing concrete solutions to society’s most pressing challenges. RFCUNY serves as a fiscal agent and works closely with all the CUNY campus Grants Offices to perform the core functions of post-award financial management for CUNY research projects and sponsored programs. These functions include legal assessment and signing of agreements where RFCUNY is named as a fiscal agent; setting up award accounts; preparing sub-awards and assisting PIs in monitoring the work of the recipients of sub-awards; supporting project directors with hiring and managing research project and sponsored program staff; supporting the purchasing and paying for goods and services with grant and program funds; managing financial aspects of projects including accounts receivable, financial reporting, invoicing, budget monitoring, and cost compliance with uniform guidance; ensuring that sponsor financial requirements are met; monitoring compliance with applicable project and financial management rules and laws; supporting the management of independent and external audits and financial reviews; and providing data, information, management expertise, and other supports to CUNY’s research and sponsored programs.

• Associate’s degree or higher along with minimum of two years of experience in a technical support, help desk, or related IT role.
• Strong proficiency with Windows desktop operating systems and Microsoft Office applications.
• Demonstrated ability to troubleshoot and resolve hardware, software, peripheral, and basic network connectivity issues.
• Excellent customer service, interpersonal, and verbal and written communication skills, with a professional and service-oriented approach to supporting end users.
• Familiarity with remote support tools, help desk ticketing systems, and standard IT support practices.
• Strong analytical and problem-solving skills, with the ability to prioritize tasks, follow established procedures, and exercise sound judgment when resolving technical issues.
• Ability to work effectively both independently and as part of a collaborative technical support team.

Thank you for considering a career with the Research Foundation of The City University of New York (RFCUNY).

The team at RFCUNY is made up of dedicated, talented professionals committed to providing the services that allow CUNY researchers, faculty, and staff to focus on their intellectual curiosity and scientific discoveries.

We are pleased that you are interested in exploring opportunities to join RFCUNY.