IT Support Technician – Onsite & Remote Classroom Tech

The New School; Chicago (IL); Hybrid; USD 74,390,400 - 84,722,400; Full time

Benefits offered by this job

Health & Wellness

Paid vacation and sick leave

Floating holidays

Tuition waiver

Employee discounts

Workmode & Telework Policy

Job summary

The New School is seeking an L1 Support Technician to join IT Central. You will provide first-level technical support to students, faculty, and staff, handling hardware, software and network issues with a strong emphasis on service quality.

This in-person role also offers remote first-level assistance, multi-channel support, and collaboration with IT colleagues to resolve complex inquiries, document incidents in the ITSM system, and contribute to continuous improvement of IT services.

Qualifications

• Associate’s degree and/or professional-level work experience in educational technology or similar.
• Experience delivering excellent customer service in a fast-paced IT environment.
• Familiarity with ITIL escalation, SLAs, ticketing systems, and knowledge bases.
• Strong written and verbal communication, with concise issue logging.

Responsibilities

• Provide first-level IT support for students, faculty and staff across IT services.
• Offer in-person and remote assistance via walk-ins, phone, chat, Zoom and email.
• Log incidents in ITSM, document recurring issues and communicate updates.
• Perform on-site troubleshooting for classrooms and admin locations.
• Train and mentor student workers and support continuous service improvement.

Skills

Customer service

IT helpdesk

Communication skills

Time management

Multichannel support

Education

Associate’s degree

Tools

ITIL

Ticketing systems

Knowledge base

Job description

The New School is seeking an L1 Support Technician to join IT Central. You will provide first-level technical support to students, faculty, and staff, handling hardware, software and network issues with a strong emphasis on service quality.

This in-person role also offers remote first-level assistance, multi-channel support, and collaboration with IT colleagues to resolve complex inquiries, document incidents in the ITSM system, and contribute to continuous improvement of IT services.