IT Support Technician

2 weeks ago

New York County New York, United States Rockefeller University Full time
Organization

Overview:


The mission of the Information Technology (IT) department is to deliver essential information resources and services that enhance and support scientific inquiry at Rockefeller University.

Our team is tasked with managing cyberinfrastructure, high-performance computing, bioinformatics, decision support, data analytics, cybersecurity, and the scientific and administrative software ecosystem within the institution.

Currently, the department is undergoing a significant cultural shift, embracing DevOps and Agile methodologies, promoting self-service solutions, and adopting a 'cloud-first' deployment strategy.


Position Summary:


We are in search of an IT Support Technician who is dedicated to providing outstanding, proactive customer and technical assistance to our academic community.

The ideal candidate will deliver end-user support both in the field and through our IT service management ticketing system, as well as by managing our walk-in help desk.

As a member of the Service Desk team, you will collaborate with all IT divisions to facilitate the delivery and support of various IT services.

We seek an individual who thrives in a diverse, multi-user setting and is enthusiastic about providing exceptional customer service and technical support to laboratories engaged in scientific computations requiring advanced IT assistance.


Key Responsibilities:
Responsibilities include, but are not limited to:

• Staffing the IT help desk in-person, via phone, and utilizing remote support tools for technical assistance.

• Supporting and troubleshooting desktop and laptop computers, including mobile devices, primarily on Mac OS, Windows, iOS, and Android platforms.

• Conducting break/fix procedures for hardware and software, encompassing operating systems, networks, and applications.

• Performing additional related duties and responsibilities as assigned/requested.

Qualifications:

Required:
• Bachelor's degree or equivalent qualification.

• A minimum of one (1) year of experience in setting up and troubleshooting Apple and Windows devices, along with associated network and operating system support.

• Experience in break/fix for mobile devices (iOS and Android).

• Excellent communication and interpersonal skills.

• Ability to work effectively both independently and as part of a team.

• Proficiency in articulating customer needs to IT and conveying IT requirements to customers.

• Capability to operate at the walk-up help desk, utilizing remote support tools, as well as providing on-site assistance to customers across campus locations.

Preferred:
• Familiarity with Linux operating systems (such as Ubuntu or Rocky) is advantageous.

• Knowledge of ITIL frameworks is a plus.

• Experience with Jamf, SCCM/Intune is beneficial.


Rockefeller University is committed to a policy of equal employment opportunity and does not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or any other non-merit factor.

All qualified applicants will receive consideration for employment without regard to the characteristics listed above.


The salary for the selected candidate will be determined based on various factors, including but not limited to organizational budgets, qualifications, experience, education, licenses, specialty, and training.

The provided compensation range reflects Rockefeller University's good faith and reasonable estimate of the potential salary range at the time of posting.


Compensation Range:

Minimum:
USD $58,000.00/Yr.

Maximum:
USD $88,000.00/Yr.

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