Technical Support Specialist

Yeshiva University; New York (NY); On-site; USD 60,000 - 70,000; Full time

Job summary

Yeshiva University is seeking a Technical Support Specialist to deliver Tier 1/2 support for faculty, staff, and students, both remotely and on-site. The role covers classroom A/V, desktops, and core productivity tools while upholding security standards.

The position also involves user training, documentation, and contributing to the Service Desk knowledge base, with evening/weekend coverage as needed.

Qualifications

• 2+ years of hands-on technical support (help desk/service desk), including Tier 1 and Tier 2 troubleshooting.
• 2+ years of audio-visual experience supporting live events, including setup, operation, and troubleshooting.
• Experience supporting Windows and macOS endpoints, peripherals, and common productivity applications.
• Experience supporting Microsoft 365 (Office/Office 365), including account/access troubleshooting.
• Experience using an ITSM ticketing system (ServiceNow) to document, prioritize, and communicate incident/status.

Responsibilities

• Provide Tier 1 and Tier 2 Service Desk support for faculty, staff, and students (virtual and physical desktops).
• Troubleshoot and support Microsoft Office/Office 365 and provide access support as needed.
• Create, update, and maintain user accounts and related access.
• Provide classroom technology support, including hardware, software, and A/V needs.
• Set up, operate, and support A/V and computer equipment for meetings and events across campuses, including evening/weekend coverage.
• Maintain and support the phone system in a VoIP environment; resolve client issues as they arise.
• Follow and support security standards and policies (anti-virus, patching, firewall, and data security best practices).
• Document, track, and communicate incident/status and resolution in ServiceNow.

Skills

Troubleshooting skills

Customer service mindset

Microsoft 365 support

Classroom technology & A/V

Identity & access concepts

Prioritization & multitasking

Documentation skills

Reliability & schedule flexibility

Physical lifting 45lbs

Education

Associate's degree in IT/CS or related field

Tools

ServiceNow

VoIP systems

Job description

Position Summary

The Technical Support Specialist supports the University's technology environment by diagnosing and resolving end-user issues remotely and on-site. This role provides Tier 1 and Tier 2 support for faculty, staff, and students, including classroom and event technology, desktop hardware/software, and core productivity tools. The Specialist also delivers user training, maintains documentation, and follows University security standards. This is an on-site position.

Position Responsibilities

• Provide Tier 1 and Tier 2 Service Desk support for University faculty, staff, and students (virtual and physical desktops).
• Troubleshoot and support Microsoft Office/Office 365 and provide access support as needed.
• Create, update, and maintain user accounts and related access (e.g., directory services).
• Provide classroom technology support, including hardware, software, and audio/visual (A/V) needs.
• Set up, operate, and support A/V and computer equipment for meetings and events across campuses, including evening/weekend coverage as required.
• Maintain and support the phone system in a VoIP environment; resolve client issues as they arise.
• Follow and support security standards and policies (anti-virus, patching, firewall, and data security best practices).
• Implement desktop standards and best practices and contribute to the Service Desk knowledge base.
• Test and evaluate software, operating systems, hardware, and peripherals for compatibility, reliability, and performance.
• Respond to client inquiries in a timely manner; elevate issues appropriately when needed.
• Maintain a high level of customer service aligned with University competencies.
• Document, track, and communicate incident/request status and resolution in ServiceNow, including updates based on priority.
• Create and maintain documentation for operational processes and continuous improvement.
• Provide technical guidance and training to users and peers upon request.
• Coordinate and communicate effectively with other team members and partner groups.
• Perform other duties as assigned.

Experience & Educational Background

• 2+ years of experience providing hands-on technical support (help desk/service desk), including Tier 1 and Tier 2 troubleshooting.
• 2+ years of audio-visual experience supporting live events, including setup, operation, and troubleshooting.
• Experience supporting Windows and macOS endpoints, peripherals, and common productivity applications.
• Experience supporting Microsoft 365 (Office/Office 365), including account/access troubleshooting.
• Experience using an ITSM ticketing system (e.g., ServiceNow) to document, prioritize, and communicate incident/request status.
• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.

Skills & Competencies

• Strong troubleshooting skills with a structured approach (identify, isolate, resolve, document).
• Customer service mindset with the ability to communicate technical concepts to non-technical users.
• Proficiency supporting Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, and Office apps).
• Ability to support classroom technology and A/V systems (projectors, microphones, conferencing, codecs, and presentation systems).
• Working knowledge of identity and access concepts (accounts, groups, permissions) and endpoint security practices.
• Ability to manage multiple requests, prioritize by impact/urgency, and elevate appropriately.
• Strong documentation habits (knowledge articles, how-to guides, and process documentation).
• Reliability and schedule flexibility to support evening/weekend events as required.
• Ability to safely lift and move items up to 45lbs.

Salary Range

$60,000-$70,000

Equal Employment Opportunity

Yeshiva University is an equal opportunity employer committed to providing employment opportunities to all employees and candidates without regard to race, color, age, sex, national origin, disability status, or any other characteristic protected by federal, state or local laws.