IT Support Technician 2: End-User & Network Support Pro

Yale Cancer Center; New Haven, Northern (CT, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Yale Cancer Center is seeking an IT Support Technician 2 to deliver broad user support including desktop, network connectivity, and AV/meeting support in a New Haven environment.

The role emphasizes exceptional customer service, problem-solving, and the ability to work independently and with teams. Strong knowledge of Mac and Windows, plus Microsoft 365, ITIL-procedures, and ticketing systems, is preferred.

Qualifications

• 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 an Associates degree; or two years of related work experience and a Bachelor's degree or an equivalent combination of education and related experience.

Responsibilities

• 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.

Skills

Customer service

Mac OS

Windows OS

Troubleshooting

Communication

Teamwork

Education

Associate's degree

Bachelor's degree

Tools

Microsoft 365

ITIL

Ticketing systems

Help desk software

Job description

Yale Cancer Center is seeking an IT Support Technician 2 to deliver broad user support including desktop, network connectivity, and AV/meeting support in a New Haven environment.

The role emphasizes exceptional customer service, problem-solving, and the ability to work independently and with teams. Strong knowledge of Mac and Windows, plus Microsoft 365, ITIL-procedures, and ticketing systems, is preferred.