IT Customer Support Specialist

Vaughn-College-of-Aeronautics-and-Technology; New York (NY); Vor Ort; USD 60.000 - 75.000; Vollzeit

Benefits dieser Stelle

Medical insurance

Vision insurance

Dental insurance

Long-term disability

Paid time off

Paid holidays

Pre-tax FSA

Retirement plan

Tuition assistance

Zusammenfassung

Vaughn College of Aeronautics and Technology is seeking an IT Customer Support Specialist to serve as the primary on-site IT resource for students, faculty, and staff. You will deliver responsive customer service and hands-on support for computers, peripherals, classroom technology, SIS, and related systems across campus.

The role collaborates with the Director of IT Infrastructure and the MSP to resolve issues, maintain inventories, and ensure secure access via Microsoft 365, Entra ID, and

Qualifikationen

• Associate degree in Computer Science or related field.
• 2–3 years of helpdesk IT support experience.
• Experience supporting cloud-based apps and student information systems (SIS).
• Experience with Windows environments and Microsoft 365.

Aufgaben

• Serve as the first point of contact for student IT support at a walk-up helpdesk and in person on campus.
• Assist in escalating complex issues to MSP or internal teams.
• Maintain documentation of support activities and recurring issues.
• Log and track requests in the ticketing system and manage user accounts.
• Support student accounts and access via Microsoft 365, Entra ID, and Active Directory.
• Assist students with SIS and learning platforms and respond to IT services questions.
• Install, configure, and maintain hardware and software as directed.
• Manage equipment reservations and AV setup for classes and events.

Kenntnisse

Windows OS

Microsoft 365

Azure AD

Active Directory

SIS

AV systems

Hardware repair

Customer service

Communication

Ausbildung

Associate degree in IT/CS

Bachelor’s degree in IT

Tools

Coursera

Jobbeschreibung

About the Organization At Vaughn College, our mission is to educate and train future leaders in the futureproof fields of engineering and technology, management and aviation. The college strives to provide a dynamic learning environment built on our aeronautical heritage that inspires a diverse and committed community of students to achieve success as leaders in the industries we serve. Just minutes from Manhattan, Vaughn College is in the heart of New York City in Queens, NY, adjacent to LaGuardia Airport. Queens is one of New York's most fascinating boroughs and has been ranked as the 'number one' US travel destination and the nation's single most diverse county.
What separates Vaughn College from other institutions is our uniquely committed faculty who come to the classroom with extensive experience in such fields as engineering, manufacturing, aviation, management and communications. Working closely with the industries we serve, Vaughn has developed rigorous curricula that incorporate the latest technology as well as the knowledge you need to succeed in your chosen profession.
We provide traditional degrees as well as professional, technical and certification programs that prepare our graduates for successful careers. Most importantly, a degree from Vaughn College provides the critical, analytical and communication skills that form the foundation for a lifetime of success. Our graduates have gone on to become leaders in many major industries. More than 98 percent of our graduates are employed or continue their education, 78 percent in their field of study, within one year of graduation.
Vaughn College has a six-acre campus and is convenient to major transportation routes. As part of the institution's strategic plan, a 200-bed residential hall has been built, enabling students to live and pursue their chosen field of study on campus.

Position Summary

The IT Customer Support Specialist is the primary on-site IT resource for Vaughn College’s students, faculty, and staff, delivering exceptional customer service and first-contact technical support. The role resolves everyday technology issues—computers, peripherals, classroom and audio-visual equipment, phones, software, and the student information system (SIS)— works closely with the Director of IT Infrastructure, and partners closely with the College’s managed service provider (MSP), escalating network, infrastructure, and complex system issues as needed. We are seeking a customer-focused technician who thrives in a busy, multi-user environment and is passionate about helping students succeed.

Essential Duties & Responsibilities

• Serve as the first point of contact for student IT support—at a walk-up helpdesk and in person across campus—resolving issues with computers, laptops, peripherals, classroom technology, audio-visual equipment, phones, and software, whether in person, by phone, by email, or via remote support tools.

• Assist in evaluating technology issues and coordinate escalation of infrastructure, network, cybersecurity, enterprise application, and other complex technical matters to Open Approach or other technology partners as appropriate.

• Support established technology standards, procedures, and service delivery practices while maintaining accurate documentation of support activities and recurring issues.

• Log, track, and document requests in the ticketing system, and elevate network, infrastructure, and complex technical issues to the MSP and internal teams as appropriate.

• Support student accounts and access, including password resets and group membership, using Microsoft 365, Microsoft Entra ID (Azure AD), and Active Directory.

• Assist students with the student information system (SIS), learning platforms, and other College applications, and respond to questions about student IT services, policies, and programs.

• Install, configure, and maintain computer hardware, operating systems, and application software as directed.

• Manage equipment reservations and classroom/meeting-room technology—setting up, securing, and retrieving equipment—and identify and report equipment hazards.

• Set up, operate, and break down audio-visual equipment for classes, meetings, and college events, providing real‑time support to keep presentations running smoothly.

• Install, maintain, and troubleshoot audio-visual systems in classrooms and meeting rooms, coordinating with IT staff and vendors as needed.

• Maintain accurate audio-visual equipment inventory records.

• Maintain accurate hardware and software inventory using the College’s asset-tracking tools.

• Collaborate with College departments and the MSP to ensure timely resolution of issues, and perform other related duties as assigned.

Technical Skills & Knowledge

• Proficiency with Microsoft Windows (current supported versions) and Microsoft 365 / Office applications.

• Working knowledge of Microsoft 365, Microsoft Entra ID (Azure AD), and Active Directory for routine account and device management - creating and maintaining users, resetting passwords, and managing group membership.

• Familiarity with student information systems (SIS) and online learning platforms such as Coursera.

• Hands-on experience troubleshooting and repairing computer and printer hardware and peripherals.

• Familiarity with audio-visual systems and presentation platforms used in classrooms, meetings, and events, including the ability to resolve issues on the spot.

• A commitment to staying current with new technologies used across the College.

Communication & Collaboration

• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.

• Ability to work effectively both one-on-one and as part of a team, including close, day-to-day collaboration with the MSP.

• Skilled at representing student needs to technical teams and translating technical requirements back to students and staff.

• Strong organizational skills and a demonstrated commitment to customer service.

• Willingness to learn independently and to participate in additional training as needed.

Required Experience

• 2–3 years of helpdesk and hands-on IT support experience in a technology support environment; experience in an educational setting is a plus.

• Broad, practical knowledge of software applications, operating systems, networked clients, hardware troubleshooting, and audio-visual systems.

• Experience supporting cloud-based applications and student information or similar enterprise systems.

Required Education

• Associate degree in Computer Science or a related technical field.

Preferred Education & Certifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field from an accredited institution.

• Relevant industry certifications (e.g., CompTIA A+, Microsoft, or comparable).

• AI-related certification in any platform or software is highly desired.

Compensation and Benefits

$60,000 to $75,000 for well-qualified individuals. This is a non-exempt, full-time position eligible for overtime. Compensation is determined based upon experience and education as well as internal equity. The College offers a comprehensive benefits package that includes medical, vision, and dental insurance, long-term disability, generous leave policies, paid holidays, pre-tax flexible spending accounts, tax-deferred retirement savings plan, as well as employee and dependent tuition assistance programs.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa.

Full-Time/Part-Time Full-Time

Exempt/Non-Exempt Non-Exempt

Salary $60,000 to $75,000. This is a non-exempt, full-time position eligible for overtime.

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

This position is currently accepting applications.