Technology Support Technician - L1

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

Join The New School At The New School, we redefine the boundaries of education, creativity, and innovation. Founded in 1919 and located in the heart of New York City, we are home to over 9,000 students from over 100 countries, offering more than 135 degree and diploma programs across our renowned colleges, including Parsons School of Design, The New School for Social Research, Eugene Lang College of Liberal Arts, Parsons Paris, and the College of Performing Arts. Our progressive, interdisciplinary approach has earned us recognition as one of the most forward-thinking institutions in the world.

Information Technology is looking for an L1- Support Technician to join our team in IT Central.

This is an administrative position governed by a Local 1205 Teamsters Professional Union contract.

This position will work closely with a team of support professionals who assist students, faculty, and staff at The New School with varying technical needs to maintain an elevated level of customer satisfaction.

This position reports to the Director of IT Central.

This position provides in-person and remote first-level technical support, handling and resolving complex technical and functional queries related to IT services, software, and hardware.

The position is responsible for following support escalation paths as necessary and will work with others in the IT department, as well as others across the university, to ensure customer inquiries are resolved.

CORE CAPABILITIES, PRIMARY DUTIES, AND RESPONSIBILITIES

User Support & Customer Service Primary Point of Contact: Act as the point of contact for first-level technical IT support, assisting clients with any concerns, inquiries, or issues they may have about IT services, related software, and hardware.

Multi-Channel Assistance: Provide in-person and remote support via walk-ins, phone, chat, Zoom, and email, escalating to IT technical support and management staff when necessary.

Service Excellence: Maintain strong organizational and communication skills to provide a high level of customer service to all clients.

AV & Instructional Technology Support

On-Site Troubleshooting: Provide rapid, on-site troubleshooting for classroom, conference room, and admin location support calls involving computers, projectors, displays, and audio systems.

Faculty & Staff Training: Offer training to faculty and staff on how to use room technology, including wireless casting and hybrid teaching tools.

Technical Operations & Systems Management

Ticket & Incident Logging: Log all support tickets in the university’s ITSM, document recurring hardware failures, and communicate details on the ticket.

Device Imaging & Testing: Test images for learning spaces and offices, including, but not limited to, workstations, desktops, and laptops.

Process Improvement: Provide technical assessment and recommendations for process improvement and new initiatives.

Professional Development & Team Leadership

Continuous Learning: Continue to improve knowledge of supported technologies, systems, and escalation paths.

Student Mentorship: Provide training and support to student workers.

Administrative & Operational Adaptability

SLA Compliance & Flexibility: Accommodate shifting responsibilities—with regard to coverage of duties—to minimize adverse impact on services and to adhere to SLA’s.

Time Tracking: Check in and out via time clock for daily time worked.

Emerging Technology Integration: Other duties as assigned, including supporting any new responsibilities that arise from the introduction of new platforms or technologies, including learning and adapting to these new technologies, integrating them into existing systems, and providing training and support to end-users.

MINIMUM QUALIFICATIONS

• Associate’s degree and/or professional-level work experience in the educational technology sector or similar field.
• Experience providing excellent customer service for a fast-paced IT department, including campus technology services and learning spaces.
• Demonstrated skills in technology support at level one, with good understanding of ITIL escalation process, SLAs, incident/problem management, ticketing systems, knowledge base management systems, etc.
• Superior communication skills and ability to communicate effectively and efficiently, in written and verbal form.
• Concise writing skills to log, update, and close issues via support systems, and to create knowledge documentation.
• Proficient technical knowledge of workstations, printers, scanners, network concepts, and all supported services – including OS support, Google Apps, MS Office, classroom technologies, mobile devices, user accounts, hardware diagnosis/installation, data management, and other new supported technologies.
• Ability to troubleshoot hardware and software issues and to provide technical assessment and recommendations to support initiatives for process improvement.
• Ability to work days, evenings, and weekends as needed, including overtime or hours outside of the schedule to help assist in projects, emergency coverage, or outage support.
• Must be able to lift, carry, and set up hardware/AV equipment weighing up to 50 lbs., navigate campus buildings, and perform cable management in office/classroom setups.

PREFERRED QUALIFICATIONS

• A+ certification preferred.
• Continued effort to expand customer service skills and technical knowledge.
• MAC OS X, Windows, and mobile device support experience.
• Ability to handle multiple tasks and projects effectively.

WORK MODE

This position is primarily in-person and is based on campus to support effective in-person collaboration and engagement. Hybrid work arrangements may be considered on a case-by-case basis, depending on the nature of the role and operational needs. Any such arrangement must be discussed and approved in advance by the appropriate division lead or their designee.

#LI-ONSITE HOURLY RATE $27.69 per hour

WHY JOIN US?

This is an extraordinary opportunity to work closely with a visionary leader and contribute meaningfully to a forward-thinking institution that’s reshaping the future of higher education. You’ll be at the nexus of strategy, operations, and innovation in a role that grows with your impact.

BENEFITS AT THE NEW SCHOOL

Highlights include:

• Health & Wellness Comprehensive medical, dental, and vision coverage
• Employee Assistance Program (EAP)
• Financial Wellness Retirement plan administered by TIAA
• Qualified Transportation Expense Plan
• Work-Life Balance Paid vacation and sick leave, with accruals starting on your first day
• Paid holidays and floating holidays
• Workmode & Telework Policy (if applicable)
• Professional Growth Career advancement and professional development opportunities
• Access to university programs, lectures, and events featuring world-renowned speakers and organizations
• Tuition waiver benefit for eligible employees and dependents
• Additional Perks Employee discounts with local vendors and service providers

We are an equal opportunity employer and do not discriminate in hiring or employment on the basis of race, color, creed, religion or belief, national or ethnic origin, citizenship status, marital or domestic partnership status, sexual orientation, sex, gender identity or expression, age, disability, military or veteran status, or any other characteristic protected by federal, state, or local law.

We are an equal opportunity employer and do not discriminate in hiring or employment on the basis of race, color, creed, religion or belief, national or ethnic origin, citizenship status, marital or domestic partnership status, sexual orientation, sex, gender identity or expression, age, disability, military or veteran status, or any other characteristic protected by federal, state, or local law.

Since our founding in 1919, The New School has redrawn and redefined the boundaries of intellectual and creative thought as a preeminent academic center. At our university, students have the academic freedom to shape their unique, individual paths for a complex and rapidly changing world.

As a New School employee, you will be a part of the university’s mission to prepare and inspire students to bring about positive change in the world.