IT Associate, Level 1 (Provisional) - Help Desk
Borough of Manhattan Community College - United States

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I.T. Associates perform moderately complex professional work in technology-related disciplines. While areas of specialization vary, typically I.T. Associates work in areas such as development/programming, communications, technical support, or similar functions depending on the needs of the Information Technology area to which they report. Work tasks include resolving complex technology problems and serving as a technical resource. They have considerable latitude for independent initiative and judgment and may have supervisory responsibilities.

I.T. Associates should demonstrate mastery of one or more technology-related disciplines.

This job is in CUNY's Classified Civil Service. The full specification is available on our web site at


Manage Help Desk resources, including the preparation and support of the team for new product and service releases.

Implement policies and procedures regarding the identification of problems, and how they are received, documented, distributed, and corrected.

Evaluate information system products or services, and suggest changes to existing products or services to better support the end user.

Maintain current knowledge of industry trends and potential impact on the support business.

Develop and demonstrate an understanding of customer and business needs.

Maintain, organize and manage daily task list of ongoing customer issues and steps towards resolution.

Work with business leaders and IT management to create and manage IT service level agreements (SLAs).

Develop and maintain formal standard operating procedures for consistency and increased productivity.

Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships.

Develop a performance measurement framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.

Evaluate metrics to gauge service delivery and performance, and publish weekly and monthly.

Build a qualified Help Desk team through innovative hiring and training techniques.

Assist with the professional and technical development of team leaders, enabling them to set technical goals, monitor, mentor, coach and assist team members to deliver quality support.

Manage Help Desk resources, including the preparation and support of the team for new product and service releases.

Deploy and manage various messaging systems and client platforms (Exchange/Outlook, etc).

Support client end computing and network infrastructure.

Assist in documenting issues and resolutions to maintain internal knowledge base.

Monitor system performance and implement system enhancements.

Manage user accounts, permissions, email, anti-virus and anti-spam.

Quickly diagnose, troubleshoot and resolve a variety of technical issues at desktop, server and network level.

Refer to CUNYfirst for a more detailed list of qualifications.


Borough of Manhattan Community College - 21 months ago - save job
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