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IT Support Technician 1
3 months ago
Position Focus:
Reporting to the manager of Pathology, as the primary service desk support, responsible for ensuring timely resolution of computing issues. Utilizing customer service skills and knowledge of administrative processes and computing systems to provide technical assistance to the Department of Pathology and the Yale community. Diagnosing, triaging, defining, and resolving issues or escalating when necessary. Managing IT equipment procurement process ensuring cost-effective acquisitions. Collaborating with end users to understand equipment requirements, source suppliers, and oversee delivery and installation.
Job Title: IT Support Specialist
Company: Yale University
Essential Duties:
- Provides telephone and email computer support at the ITS Help Desk.
- Troubleshoots computing problems, recommends solutions, and assists users with resolutions.
- Offers functional support for University applications, financial, and administrative.
- Responds to emergency and routine calls, creates work orders, and follows up on technician visits.
- Evaluates user applications and operating systems for maintenance.
- Assists in maintaining desktop computing environment and knowledge database.
- Identifies, investigates, and resolves information systems problems.
- Recommends training courses and assists in developing training materials.
- Acts as a liaison between end-users and departments.
- Completes and documents technical projects.
- Ensures compliance with University security and information technology policies.
Required Education and Experience: Six years of related experience, four of them in the same job family at the next lower level, and a high school education. Or four years of related experience and an Associate's degree. Or Bachelor's degree in a related field with little or no work experience.
Required Skills and Abilities:
- Ability to efficiently resolve technical problems with recognition, research, isolation, follow-up, and escalation.
- Well organized, detail-oriented, self-motivated, and able to work independently and as part of a team.
- Exceptional oral and written communication skills with a focus on providing excellent customer service.
- Exceptional customer service skills with the ability to ask probing questions and deal effectively with all staff levels.
- Ability to support Windows and Mac computers, scanners, printers, iPhones, and iPads.
- Compliance with University and Department security and information technology policies.
Preferred Education, Experience, and Skills: Familiarity with ITIL principles and best practices.
About the Company: Yale University is committed to affirmative action and non-discrimination policies in employment and admissions, inclusive of women, minorities, individuals with disabilities, and protected veterans.
