IT Support Specialist
Yale University
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Benefits offered by this job
Job summary
Yale University in New Haven seeks an IT Support Technician 2 to provide end-user support, training, and desktop/network services. You will focus on endpoint devices, connectivity, and office equipment, delivering high-quality customer service and problem-solving.
The role requires strong Mac and Windows proficiency, ITIL awareness, and the ability to work independently and with teams. On-site work and ongoing professional growth are offered.
Qualifications
- Exceptional customer service with ability to explain technical info clearly to diverse audiences.
- Advanced proficiency with Mac OS and Windows OS; troubleshoot hardware and software issues.
- Strong troubleshooting, critical thinking, and problem-solving; apply independent judgment.
- Excellent communication and interpersonal skills; work independently and in a team.
Responsibilities
- Manages a department's complete desktop computing environment.
- Maintains active directory sites and group policy needs.
- Keeps software up-to-date with proactive site visits and inventory.
- Maintains hardware and peripherals; coordinates replacements and vendor interactions.
- Installs and coordinates repairs for computing devices on desk and networked devices.
- Responds to emergency and routine calls for email, scheduling, and backup systems.
- Trains users on desktop equipment; supports clients in using their tools.
- Works to integrate network and software products smoothly.
- Suggests and implements work-group computing solutions for client needs.
- Trains other support technicians and documents technical projects.
Skills
Education
Tools
Job description
Department: IT Support Services - Central Desktop Support
Working at Yale means contributing to a better tomorrow. Whether you are a current resident of our New Haven-based community, eligible for opportunities through the New Haven Hiring Initiative, or a newcomer, interested in exploring all that Yale has to offer, your talents and contributions are welcome. Discover your opportunities at Yale!
The IT Support Technician 2 is responsible for providing a broad range of user support services, including network support, training, and computer desktop support. This role involves end-user support and training, focusing on endpoint technologies (desktops, laptops, mobile devices, etc.), network connectivity, and office equipment. The technician also supports meetings and AV requests. Strong customer service, troubleshooting, and problem-solving skills are essential. The technician must stay current with technology and best practices and be capable of working independently and collaboratively.
- Exceptional customer service skills with the ability to convey technical information clearly to diverse audiences.
- Advanced proficiency with Mac OS and Windows OS and experience in troubleshooting and resolving hardware and software issues.
- Excellent troubleshooting, critical thinking, and problem-solving skills, with the ability to apply independent judgment.
- Strong communication and interpersonal skills, with the ability to work both independently and as part of a team.
- Professional experience supporting computers running Windows and Mac OS, and core Microsoft 365 applications.
- Certification in CompTIA A+, Microsoft, Apple/Mac, or ITIL.
- Experience with ticket management systems and ITIL processes, and the ability to diagnose hardware issues and facilitate repairs.
Working at Yale means contributing to a better tomorrow. Whether you are a current resident of our New Haven-based community, eligible for opportunities through the New Haven Hiring Initiative, or a newcomer, interested in exploring all that Yale has to offer, your talents and contributions are welcome. Discover your opportunities at Yale!
The IT Support Technician 2 is responsible for providing a broad range of user support services, including network support, training, and computer desktop support. This role involves end-user support and training, focusing on endpoint technologies (desktops, laptops, mobile devices, etc.), network connectivity, and office equipment. The technician also supports meetings and AV requests. Strong customer service, troubleshooting, and problem-solving skills are essential. The technician must stay current with technology and best practices and be capable of working independently and collaboratively.
- Exceptional customer service skills with the ability to convey technical information clearly to diverse audiences.
- Advanced proficiency with Mac OS and Windows OS and experience in troubleshooting and resolving hardware and software issues.
- Excellent troubleshooting, critical thinking, and problem-solving skills, with the ability to apply independent judgment.
- Strong communication and interpersonal skills, with the ability to work both independently and as part of a team.
- Professional experience supporting computers running Windows and Mac OS, and core Microsoft 365 applications.
- Certification in CompTIA A+, Microsoft, Apple/Mac, or ITIL.
- Experience with ticket management systems and ITIL processes, and the ability to diagnose hardware issues and facilitate repairs.
- Manages a client department’s complete desktop computing environment.
- Creates and maintains departmental organizational units in the active directory, including analyzing and implementing group policy needs.
- Maintains computer software by proactive site visits and keeping an inventory of installed operating systems and application software to ensure all versions are up-to-date.
- Maintains computer hardware and peripherals by keeping an inventory of installed devices, recommending replacements according to guidelines and interacting with vendors in the acquisition of computer products.
- Installs and coordinates repair of a wide variety of computing devices and peripherals on the desktop and attached to the network.
- Responds to emergency and routine calls that come in for computer assistance in support of core services such as email, scheduling and backup systems, as well as client department specific applications. Documents all reported problems.
- Supports clients in the use of their desktop equipment by training users.
- Works with others to ensure smooth integration of network and software products.
- Analyzes, recommends, and implements work-group computing solutions to meet client department’s needs.
- Trains other support technicians.
- Completes and documents technical projects such as the testing of hardware and software products.
- May perform other duties as assigned.
Eight years of related experience, six of them in the same job family at the next lower level and a high school level education, or six years of related experience and a Associates degree; or two years of related work experience and a Bachelor's degree or an equivalent combination of education and related experience.
10/28/2026
Technician
L34
Labor Grade E
$0.00 - $0.00
A general description of the benefits to be offered with this Clerical and Technical position is available at: Yale Benefits
Full time
Staff
On-site
All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks basedon the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.
Certain positions have associated health requirements based on specific job responsibilities. These may include vaccinations, tests, or examinations, as required by law, regulation, or university policy.
The hiring rate of a role is determined in accordance with the provisions outlined in the respective collective bargaining agreement.
Yale University is a tobacco-free campus.
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