IT Support Assistant (Hourly)- Information Technology Support Services

I.T. Support Assistants support routine operations and problem resolution of computing and/or communications functions at a College or Unit. They work in technical support, applications development, operations, help desk, and similar environments, as well as in the field where equipment may be located.

Work tasks include as:

• Operating, transporting, adjusting, and installing/configuring computing and related equipment

• Communicating with technology users and staff to understand, identify, document and resolve problems, Lehman College, of The City University of New York, ranks among the top five institutions in the nation for fostering social mobility. A four-year Hispanic-Serving Institution in the Bronx, Lehman offers bachelor’s, master’s, and advanced degrees and certificate programs in the Liberal Arts, sciences, and professions. The College’s community-driven mission and notable academic programs attract a diverse, international enrollment of over 15,000 students who take courses on its 37-acre, tree-lined campus and online degree programs. Many thousands more community members benefit yearly from its active cultural, educational, health, and economic outreach programs and services.

The Information Technology Division of Lehman College is responsible for technology delivery, leadership, and innovation to achieve Lehman’s strategic vision of transforming lives and communities.

We deliver by being accountable for the reliable, service-oriented, and transparent management of computing, data, network, and telecommunications, Service Desk, multimedia and applications and web resources that are responsive to the needs of the College.

We lead by implementing contemporary technologies that enhance the quality of teaching, learning, research, and work experiences, adding measurable value for the students, faculty, staff, alumni, and communities we serve.

We innovate by advancing a forward-thinking, seamless, and collaborative technology environment that increases efficiency and ensures the highest quality education.

Under direct supervision of the Service Desk Managers (Assistant Director and Assistant Managers for IT Academic Center) performs entry-level professional Information Technology work at the Service Desk and IT Center by assisting all students, faculty and staff with routine operations and problem resolution of computing and/or communications functions in technical support areas, operations, Service Desk, telecommunications, applications development, computer laboratory and similar environments. The IT Center comprises of eight academic computing labs, an academic open center, a training lab, a faculty lab, the public-facing tier one IT Service Desk as well as a satellite Service Desk at the library.

In addition to the CUNY Title Overview, the IT Support Assistant, HRLY will be responsible for the following duties.

• Conduct initial troubleshooting incidents and requests submitted by students, faculty, and staff to the Help Desk on a multitude of platforms (CUNYfirst, Brightspace, DegreeWorks, ePermit, Lehman e-mail, all Lehman accounts, BitLocker, etc.) through multiple modes (in-person, by phone, e-mail, Teams, Zoom, etc.). Escalate to the appropriate colleagues, departments and/or vendors, if necessary.

• Assist with the training of new staff (college assistants, student aides and work-study students) Help Desk part-time staff on the operations and applications used at the Help Desk and IT Center.

• Respond to e-mails in the Help Desk e-mail addresses including Help Desk, Faculty Help and IT Res.

• Create, assign, monitor and resolve tickets in the IT work order system (Track-It and ServiceNow). Manage service requests.

• Assist with the configuration of VDI (Virtual Desktop Infrastructure) clients in the IT Center and IT classroom suite, and escalate to the appropriate colleagues, departments and/or vendors, if necessary.

• Repair and replace various equipment and peripheral devices (desktop computers, printers, etc.) in IT Center and IT classroom suite and escalate to the appropriate colleagues, departments and/or vendors, if necessary.

• Prepare the weekly schedule of classes for the IT classroom suite, update the schedule daily as needed and maintain the Help Desk bulletin board.

• Assist with troubleshooting application and network access issues.

• Assist in the creation and distribution of the Help Desk and IT Center daily report and other reports as needed.

• High School Diploma, G.E.D., or equivalent

• Eighteen months of related full-time work experience or equivalent, such as completion of eighteen college credits in Information Technology

• Demonstrated English Language proficiency

• A Motor Vehicle Driver’s license, valid in New York State, may be required for some, but not all positions., * A degree in computer science or information technology is highly preferred.

• Excellent customer service and communication (written and oral) skills; interpersonal skills to interact with the college community.

• Strong analytical and problem-solving skills with ability to work under pressure and coordinate multiple activities in a dynamic, fast-paced team environment.

• Knowledge of current technologies and platforms used at CUNY as well as at Lehman such as CUNYfirst, Brightspace or Blackboard LMS, MS Office 365 collaboration tools, Zoom, ServiceNow/Track-IT, Oracle’s Manage Access too, Lehman 360, Qless, Chatbot, etc.

New Hire: $24.48/per hour*

Incumbent: $27.68/per hour

• This amount reflects a 13% salary suppression in effect for the first 24 months of employment only., CUNY offers a comprehensive benefits package to employees and eligible dependents based on job title and classification. Employees are also offered pension and Tax-Deferred Savings Plans. Part-time employees must meet a weekly or semester work hour criteria to be eligible for health benefits. Health benefits are also extended to retirees who meet the eligibility criteria.