IT Assistant, Level 1

IT Assistant, Level 1 (Hourly) – Part-Time

IT Assistants perform entry-level professional work in technology-related disciplines. While areas of specialization vary, typically IT Assistants work in areas such as development/programming, communications, technical support, or similar based on the needs of the Information Technology area to which they report. Work tasks include resolving minor technology problems, monitoring activities, and maintaining documentation. They have latitude for independent initiative and judgment, under supervision.

This job is in CUNY's Classified Civil Service. The full specification is available on our web site at http://www.cuny.edu/about/administration/offices/hr/classified-civil-service/ccsjobs/.

CONTRACT TITLE

IT Assistant

FLSA

Non-exempt

CAMPUS SPECIFIC INFORMATION

As a leading online school in New York since 2006, the CUNY School of Professional Studies (CUNY SPS) offers the most online bachelor's and master's degree options at the City University of New York, and serves as the University's first undergraduate all-transfer college.

With 26 degrees and numerous other non-degree and grant-funded workplace learning programs, CUNY SPS meets the needs of adults who wish to finish a bachelor's degree, progress from an associate's degree, earn a master's degree or certificate in a specialized field, and advance in the workplace or change careers. Consistently ranked highly by U.S. News & World Report for its online offerings, CUNY SPS has emerged as a nationwide leader in online education.

The School's renowned and affordable online programs ensure that busy working adults may fulfill their educational goals on their own time and schedule. As CUNY SPS moves beyond its 20th year, we dedicate ourselves to engendering an innovative and transformative student-centered experience.

Under the supervision of the IT Help Desk Manager, the IT Assistant Level 1 provides frontline technical support to students, faculty, and staff and assists with the day-to-day operation of campus technology resources. The position supports the installation, configuration, maintenance, and troubleshooting of computers, peripheral devices, software, and related technology equipment. The IT Assistant responds to routine service requests, assists users with basic hardware and software issues, supports equipment setup and deployment, and helps maintain technology inventory and related documentation. Working in accordance with established procedures and under appropriate supervision, the IT Assistant provides courteous and responsive customer service and collaborates with IT staff to support a reliable and effective technology environment.

In addition to the CUNY Title Overview, the IT Assistant, Level 1 will be responsible for the following duties:

• Provide hands‐on support for the installation, configuration, deployment, relocation, and maintenance of computers, peripheral devices, and related technology equipment
• Assist students, faculty, and staff with routine hardware, software, connectivity, and equipment issues; document and troubleshoot problems in a timely manner
• Perform basic diagnostics, hardware maintenance, component replacement, and other routine repairs in accordance with established procedures
• Assist with the setup, deployment, and support of workstations, laptops, printers, mobile devices, audiovisual equipment, and related technology
• Maintain accurate records of service requests, equipment inventory, repairs, deployments, and resolutions using departmental tracking systems
• Escalate complex or unresolved technical issues to appropriate IT staff and provide users with timely status updates and follow‐up
• Provide professional, customer‐focused technical support in accordance with established IT policies, procedures, security practices, and service standards
• Perform other related duties as assigned by the OIT Help Desk Manager

MINIMUM QUALIFICATIONS

Level 1

• A High School diploma or its educational equivalent from an accredited institution and two (2) years of full-time work experience in a computer or technology-related position; or
• An Associate's degree from an accredited college or university and one (1) year of full-time work experience in a computer or technology-related position; or
• A Bachelor's degree from an accredited college or university and six (6) months of full-time work experience in a computer or technology-related position; or
• A Bachelor's degree in compute