Provide technical assistance to customers, such as orienting them to computer resources and resolving common customer problems. Monitor adherence to policies and procedures, such as verifying eligibility for access to systems. Set up hardware and install software, following organization standards. Train users in operating equipment inclusive of desktop, laptop computers and multimedia equipment. Troubleshoot computers, multimedia equipment, hardware and software problems and perform basic maintenance and repair of technologies. Consult with clients on computer and multimedia requirements and capabilities. Analyze, evaluate and diagnose technical problems, report, recommend and document solutions. Collaborate with other departments such as; ITS Academic Computing, Global Technology Services, Libraries ITS, Digital Studio, etc.
High School diploma or equivalent and some relevant technical training.
1-2 years of related experience providing technical support to users.
Experience providing customer support in an IT and multimedia environment. Proficiency in installations, including but not limited to Window XP, Window7, MAC patches and upgrades and applications. Configuration of a wide range of multimedia technologies, programming control systems and devices. Analyzing hardware, software and systems' performance, providing technical support including troubleshooting to resolve problems with hardware and software applications.
Required Knowledge, Skills, and Abilities: (include unique competencies, certification, licenses, etc.):
Basic understanding of computing procedures and standards and desktop configurations.
Preferred Knowledge, Skills, and Abilities: (include unique competencies, certification, licenses, etc.):
Excellent analytical and problem solving skills. Excellent interpersonal, verbal and written communication skills. Strong customer service capability. Familiarity with network systems and instructional computing, including internet services, web browsers, Windows and Macintosh-based software and applications. Ability to conduct training classes and presentations. Basic understanding of computing procedures and standards and desktop configurations.
Special Instructions to Applicants:
Projected Position Start Date:
New York University - 13 months ago
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