Level 2 IT Helpdesk Technician — Windows & Mac

The City University of New York; New York (NY); On-site; USD 50,918 - 57,574; Full time

Job summary

City College of New York is seeking an experienced IT Helpdesk Desktop Support Technician for Level 2 support in the Office of Information Technology. You will provide advanced technical support, resolve complex issues, and serve as an escalation point for Level 1 staff.

Responsibilities include troubleshooting Windows and macOS environments, deploying new equipment, maintaining desktop images, and mentoring Level 1 staff.

Qualifications

• High School Diploma or equivalent.
• 18 months of related full-time work experience or 18 college credits in Information Technology.
• Demonstrated English language proficiency.
• A valid New York State driver’s license may be required for some positions.

Responsibilities

• Provide tier 2 in-person IT support to troubleshoot software, hardware, and network issues in Windows and Macintosh environments.
• Assist with evaluation, acquisition, configuration, testing, and deployment of new IT equipment and technology.
• Follow established Client Service procedures to resolve or escalate issues and document troubleshooting in the ticketing system.
• Collaborate with Network, Security, and Systems teams to resolve cross-functional issues.
• Help deploy and maintain desktop computing infrastructure in offices and labs.

Skills

Tier 2 IT support

Windows & macOS

Documentation

Education

High School Diploma

Tools

ITSM software

Job description

City College of New York is seeking an experienced IT Helpdesk Desktop Support Technician for Level 2 support in the Office of Information Technology. You will provide advanced technical support, resolve complex issues, and serve as an escalation point for Level 1 staff.

Responsibilities include troubleshooting Windows and macOS environments, deploying new equipment, maintaining desktop images, and mentoring Level 1 staff.