Technical Support Specialist

PageUp People Limited; New York (NY); On-site; USD 65,000 - 70,000; Full time

Job summary

Yeshiva University is seeking a Technical Support Specialist to provide on-site and remote support for faculty, staff, and students. You will handle Tier 1/2 issues, deliver classroom and event technology support, and contribute to documentation and security practices.

The role requires experience with Windows/macOS, Microsoft 365, and ITSM tools, plus strong customer service and communication skills. Evening/weekend coverage may be needed, with opportunities for training and growth.

Qualifications

• 2+ years of hands-on help desk/service desk experience (Tier 1/2).
• 2+ years of audio-visual experience supporting live events.
• Experience supporting Windows and macOS endpoints, peripherals, and productivity apps.
• Experience with Microsoft 365 including account/access troubleshooting.
• Familiarity with ITSM ticketing systems (e.g., ServiceNow).
• Strong troubleshooting skills with structured approach.
• Customer service mindset capable of explaining technical concepts to non-tech users.
• Proficient in documenting knowledge and processes.

Responsibilities

• Provide Tier 1 and Tier 2 Service Desk support for faculty, staff, and students (virtual and on-site).
• Troubleshoot and support Microsoft Office/Office 365; provide access support as needed.
• Create, update, and maintain user accounts and access (directory services).
• Support classroom technology including A/V, projectors, conferencing equipment, and room setups.
• Set up and operate A/V and computer equipment for meetings/events across campuses, including after-hours coverage.
• Maintain VoIP phone system and resolve issues.
• Follow security standards and contribute to knowledge base.
• Test and evaluate software, OS, hardware for reliability and performance.
• Escalate issues appropriately and communicate status via ServiceNow.
• Document and communicate incident/status updates; prepare operational docs.
• Provide technical guidance/training to users and peers as needed.

Skills

Help desk

A/V support

Windows/macOS

Microsoft 365

ServiceNow

Troubleshooting

Customer service

Documentation

Education

Associate’s degree in IT/CS

Tools

ServiceNow

Job description

Job no: 499188
Work type: Staff Full-time
Department: Information Technology Services
Location: Wilf Campus, 500 West 185th Street, NY, NY
Categories: Information Technology

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; escalated 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 & Education 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.
• 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 escalated 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:

$65,000 -$70,0000

About Us:

Yeshiva University is dedicated to academic excellence, intellectual exploration, and the advancement of timeless values that shape and impact lives. With a rich tradition rooted in Jewish thought and heritage, YU fosters a dynamic learning environment across its undergraduate, graduate, and professional schools. Our mission is to cultivate the next generation of leaders who will contribute meaningfully to society, guided by a commitment to ethics, innovation, and service. Our community extends far beyond the classroom, encompassing thousands of students, faculty, staff, and more than 70,000 alumni and supporters worldwide, all working together to build a brighter future.

As a Yeshiva University employee, you will be part of a welcoming, diverse, and intellectually engaging community that values collaboration, excellence, and professional growth. We offer a supportive and stimulating workplace with tangible employee benefits, opportunities for advancement, and a strong sense of purpose. Beyond professional development, YU is committed to ensuring a high quality of life for its employees, offering a work environment that prioritizes well-being, work-life balance, and a culture of mutual respect. Every role at YU contributes to our broader mission of education, research, and societal impact, ensuring that all members of our community—students, faculty, staff, alumni, and friends—are inspired to make a difference. We invite you to bring your talent and passion to YU and join us in shaping the future.

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.

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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.