Information Technology Hourly IT Support Assistant - Part-Time

The City University of New York; New York (NY); On-site; USD 50,918 - 57,574; Full time

Job summary

City College of New York is seeking an experienced IT Helpdesk Desktop Support Technician for Level 2 support in the Office of Information Technology. You will provide advanced technical support, resolve complex issues, and serve as an escalation point for Level 1 staff.

Responsibilities include troubleshooting Windows and macOS environments, deploying new equipment, maintaining desktop images, and mentoring Level 1 staff.

Qualifications

• High School Diploma or equivalent.
• 18 months of related full-time work experience or 18 college credits in Information Technology.
• Demonstrated English language proficiency.
• A valid New York State driver’s license may be required for some positions.

Responsibilities

• Provide tier 2 in-person IT support to troubleshoot software, hardware, and network issues in Windows and Macintosh environments.
• Assist with evaluation, acquisition, configuration, testing, and deployment of new IT equipment and technology.
• Follow established Client Service procedures to resolve or escalate issues and document troubleshooting in the ticketing system.
• Collaborate with Network, Security, and Systems teams to resolve cross-functional issues.
• Help deploy and maintain desktop computing infrastructure in offices and labs.

Skills

Tier 2 IT support

Windows & macOS

Documentation

Education

High School Diploma

Tools

ITSM software

Job description

General Duties

I.T. Support Assistants support routine operations and problem resolution of computing and/or communications functions at a College or Unit. They work in technical support, applications development, operations, help desk, and similar environments, as well as in the field where equipment may be located.

Responsibilities

Within the Office of Information Technology, under the direction of the Client Services IT Manager, we seek an experienced and highly skilled IT Helpdesk Desktop Support Technician for Level 2 support. This role provides advanced technical support, resolves complex IT issues, and serves as an escalation point for Level 1 support.

• Provide tier 2 in-person IT support to troubleshoot and address software, hardware, and network configuration issues within a Microsoft Windows and Macintosh OS X environment
• Assist with the evaluation, acquisition, configuration, testing, and implementation of new IT equipment and technology deployments
• Follow established Client Service procedures and practices to effectively resolve or elevate issues and document troubleshooting and resolutions in the ticketing system/knowledge base
• Collaborate with other IT teams (Network, Security, Systems) to resolve cross‑functional issues
• Help deploy and maintain desktop computing infrastructure, including IT resources in faculty and staff offices, general‑use computer labs, and public areas
• Participate in IT projects, including system upgrades, migrations, and new technology implementations
• Provide guidance and mentoring to Level 1 support staff
• Manage and maintain desktop images, software packages, and deployment systems
• Maintain excellent teamwork, standards for safety, and proper use of equipment and tools
• Perform other tasks as requested by the OIT – Client Services Manager/Director

Minimum Qualifications

• High School Diploma, G.E.D., or equivalent
• Eighteen months of related full‑time work experience or equivalent, such as completion of eighteen college credits in Information Technology
• Demonstrated English language proficiency
• A motor vehicle driver’s license, valid in New York State, may be required for some, but not all positions

Preferred Qualifications

• At least 12 months of experience providing tier‑1 or better IT help desk support in a large Windows and Apple environment
• Strong knowledge of Microsoft Office and MS 365
• Experience using IT Service Desk Management Software
• Knowledge of IT security and networking fundamentals
• A+, Security+, Network+, Apple and/or Microsoft certification
• Outstanding customer service skills
• Ability to communicate effectively verbally and in writing
• Work to high standards on assignments with minimum supervision
• Self‑motivated with a desire to consistently deliver high‑quality service
• Willingness to constantly improve customer service and technical skills

Compensation

New Hire $24.48 per hour; Incumbent $27.68 per hour.

Benefits

CUNY offers a comprehensive benefits package to employees and eligible dependents based on job title and classification. Employees are also offered pension and tax‑deferred savings plans. Part‑time employees must meet a weekly or semester work‑hour criterion to be eligible for health benefits. Health benefits are extended to retirees who meet the eligibility criteria.

Equal Employment Opportunity

CUNY encourages people with disabilities, minorities, veterans and women to apply. CUNY is an equal‑employment‑opportunity, affirmative action employer and will not discriminate on the basis of any legally protected category, including sexual orientation or gender identity.

Location

City College of New York