IT Support Technician 2

Yale University; New Haven (CT); On-site; USD 55,000 - 75,000; Full time

Job summary

Yale University is seeking an IT Support Technician 2 to provide broad end-user support, including desktop and network assistance, endpoint devices, and AV coordination. The role emphasizes excellent customer service, independent and collaborative work, and ongoing technology updates.

The position requires strong troubleshooting, familiarity with Mac OS and Windows, and the ability to train users and junior staff. On-site work in New Haven is expected with a collaborative IT team.

Qualifications

• Exceptional customer service with ability to convey technical information clearly to diverse audiences.
• Advanced proficiency with Mac OS and Windows OS; troubleshoot hardware and software issues.
• Strong troubleshooting, critical thinking, and problem-solving; ability to apply independent judgment.

Responsibilities

• Manages a client department’s desktop computing environment.
• Creates and maintains departmental Active Directory units and group policies.
• Maintains software with proactive site visits and inventory of OS and applications.
• Maintains hardware and peripherals by inventory, replacements, and vendor coordination.
• Installs and coordinates repair of computing devices and network-attached peripherals.
• Responds to emergency and routine computer support requests for core services and apps.
• Trains users on desktop equipment usage.
• Collaborates to ensure smooth integration of network and software products.
• Analyzes, recommends, and implements work-group computing solutions.
• Trains other support technicians.
• Completes and documents technical projects such as hardware/software testing.
• Performs other duties as assigned.

Skills

Customer service

Mac OS

Windows OS

Troubleshooting

Communication

Teamwork

Education

High school diploma or equivalent

Associates degree

Bachelor's degree

Tools

CompTIA A+

Microsoft

Apple/Mac

ITIL

Job description

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!

Overview

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.

Required Skills And Abilities

• 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.

Preferred Skills And Abilities

• 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.

Principal Responsibilities

• Manages a client department’s complete desktop computing environment. 2. Creates and maintains departmental organizational units in the active directory, including analyzing and implementing group policy needs. 3. 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. 4. 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. 5. Installs and coordinates repair of a wide variety of computing devices and peripherals on the desktop and attached to the network. 6. 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. 7. Supports clients in the use of their desktop equipment by training users. 8. Works with others to ensure smooth integration of network and software products. 9. Analyzes, recommends, and implements work-group computing solutions to meet client department’s needs. 10. Trains other support technicians. 11. Completes and documents technical projects such as the testing of hardware and software products. 12. May perform other duties as assigned. Required Education and Experience 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.

Job Posting Date

09/16/2026

Job Category

Technician

Bargaining Unit

L34

Compensation Grade

Labor Grade E

Hourly Range

$0.00 - $0.00

Time Type

Full time

Duration Type

Staff

Work Model

On-site

Background Check Requirements

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 based on 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.

Health Requirements

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.

Posting Disclaimer

The hiring rate of a role is determined in accordance with the provisions outlined in the respective collective bargaining agreement.

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the position. Employees will be assigned specific job-related duties through their hiring department.

The University is committed to basing judgments concerning the admission, education, and employment of individuals upon their qualifications and abilities and seeks to attract to its faculty, staff, and student body qualified persons from a broad range of backgrounds and perspectives. In accordance with this policy and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.

Inquiries concerning Yale's Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).

Note

Yale University is a tobacco-free campus.