Helpdesk Support Technician

Research Foundation of The City University of New York; United States; On-site; USD 72,000 - 83,000; Full time

Benefits offered by this job

RFCUNY Benefits

Job summary

The Helpdesk Support Technician at the Research Foundation of The City University of New York is an entry-level IT role reporting to the Manager of Systems/Network. You will work in a team to resolve routine technical issues and ensure access to essential systems, applications, hardware, and network resources, maintaining reliable service for staff.

The position requires an Associate’s degree or higher with two years in technical support, strong Windows and Office skills, and excellent customer

Qualifications

• Associate’s degree or higher along with minimum of two years of experience in a technical support, help desk, or related IT role.
• Strong proficiency with Windows desktop operating systems and Microsoft Office applications.
• Demonstrated ability to troubleshoot and resolve hardware, software, peripheral, and basic network connectivity issues.
• Excellent customer service, interpersonal, and verbal and written communication skills.
• Familiarity with remote support tools, help desk ticketing systems, and standard IT support practices.
• Strong analytical and problem-solving skills, with the ability to prioritize tasks and follow procedures.
• Ability to work independently and as part of a collaborative technical support team.

Responsibilities

• Provide frontline technical support for desktop hardware, software, and peripherals, including installation, configuration, troubleshooting, and routine maintenance of Windows-based systems and standard business applications.
• Respond to, troubleshoot, and resolve end-user technical issues in a timely and professional manner, escalating complex issues when appropriate.
• Set up, configure, operate, and provide technical support for audiovisual and video-conferencing equipment used for meetings, conferences, presentations, and organizational events.
• Coordinate with external vendors and service providers regarding equipment repairs, service calls, technical support, and equipment pricing or quotes.
• Maintain accurate help desk, equipment, and technical support records and prepare reports as requested.
• Assist with equipment setup, deployment, inventory, and basic maintenance to support the organization’s technology needs.
• Perform other related duties and responsibilities as assigned.

Skills

Customer service

Windows troubleshooting

End-user support

Analytical thinking

Team collaboration

Education

Associate’s degree or higher

Tools

Remote support tools

Help desk ticketing systems

Microsoft Office

Job description

Primary Location:

RESEARCH FOUNDATION OF C.U.N.Y.

Bargaining Unit:

Yes

SUMMARY:

The Helpdesk Support Technician is an entry-level technical support position reporting to the Manager of Systems/Network and working collaboratively within a team environment. This role serves as a frontline resource for employees experiencing technology-related issues and provides timely, professional support to help maintain reliable access to essential systems, applications, hardware, and network resources. The position requires strong technical aptitude, analytical and problem-solving skills, attention to detail, and the ability to follow established procedures while exercising sound judgment when resolving routine technical issues. The Help Desk Support Technician plays an important role in ensuring employees have the technology support and resources needed to perform their work effectively and advance the mission of the Research Foundation.

RESPONSIBILITIES:

• Provide frontline technical support for desktop hardware, software, and peripherals, including installation, configuration, troubleshooting, and routine maintenance of Windows-based systems and standard business applications.

• Respond to, troubleshoot, and resolve end-user technical issues in a timely and professional manner, escalating complex issues when appropriate.

• Set up, configure, operate, and provide technical support for audiovisual and video-conferencing equipment used for meetings, conferences, presentations, and organizational events.

• Coordinate with external vendors and service providers regarding equipment repairs, service calls, technical support, and equipment pricing or quotes.

• Maintain accurate help desk, equipment, and technical support records and prepare reports as requested.

• Assist with equipment setup, deployment, inventory, and basic maintenance to support the organization’s technology needs.

• Perform other related duties and responsibilities as assigned.

QUALIFICATIONS:

• Associate’s degree or higher along with minimum of two years of experience in a technical support, help desk, or related IT role.

• Strong proficiency with Windows desktop operating systems and Microsoft Office applications.

• Demonstrated ability to troubleshoot and resolve hardware, software, peripheral, and basic network connectivity issues.

• Excellent customer service, interpersonal, and verbal and written communication skills, with a professional and service-oriented approach to supporting end users.

• Familiarity with remote support tools, help desk ticketing systems, and standard IT support practices.

• Strong analytical and problem-solving skills, with the ability to prioritize tasks, follow established procedures, and exercise sound judgment when resolving technical issues.

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

Pay Range:

$71,518.76 - $83,329.20

RFCUNY Benefits

RFCUNY Employee Benefits and Accruals (link to https://www.rfcuny.org/RFWebsite)

About the Research Foundation

The Research Foundation of The City University of New York (RFCUNY) is a nonprofit educational corporation founded in 1963 to provide post-award fiscal and administrative support for CUNY’s research and sponsored programs. RFCUNY’s services allow CUNY researchers, faculty, and staff to focus on their intellectual curiosity and scientific discoveries, on projects and programs that serve our local and global communities, proposing concrete solutions to society’s most pressing challenges.
RFCUNY serves as a fiscal agent and works closely with all the CUNY campus Grants Offices to perform the core functions of post-award financial management for CUNY research projects and sponsored programs. These functions include legal assessment and signing of agreements where RFCUNY is named as a fiscal agent; setting up award accounts; preparing sub-awards and assisting PIs in monitoring the work of the recipients of sub-awards; supporting project directors with hiring and managing research project and sponsored program staff; supporting the purchasing and paying for goods and services with grant and program funds; managing financial aspects of projects including accounts receivable, financial reporting, invoicing, budget monitoring, and cost compliance with uniform guidance; ensuring that sponsor financial requirements are met; monitoring compliance with applicable project and financial management rules and laws; supporting the management of independent and external audits and financial reviews; and providing data, information, management expertise, and other supports to CUNY’s research and sponsored programs.

Equal Employment Opportunity Statement

The Research Foundation of the City University of New York is an Equal Opportunity/Affirmative Action/Americans with Disabilities Act/E-Verify Employer. It is the policy of the Research Foundation of CUNY to provide equal employment opportunities free of discrimination based on race, color, age, religion, sex, pregnancy, childbirth, national origin, disability, marital status, veteran status, sexual orientation, gender identity, genetic information, marital status, domestic violence victim status, arrest record, criminal conviction history, or any other protected characteristic under applicable law.