IT Support Assistant (Provisional) - Multiple Positions, Department of Information Technology **GENERAL DUTIES** I.T. Support Assistants support routine operations and problem resolution of computing and/or communications functions at a College or Unit. They work in technical support, applications development, operations, help desk, and similar environments, as well as in the field where equipment may be located. Work tasks include as: -Operating, transporting, adjusting, and installing/configuring computing and related equipment -Communicating with technology users and staff to understand, identify, document and resolve problems -Performing simple repairs to computing and related equipment. This job is in CUNY's Classified Civil Service. The full specification is available on our web site at http://www.cuny.edu/about/administration/offices/hr/classified-civil-service/ccsjobs/ **CONTRACT TITLE** IT Support Assistant **FLSA** Non-exempt **CAMPUS SPECIFIC INFORMATION** ABOUT JOHN JAY COLLEGE John Jay College of Criminal Justice is a senior college of the City University of New York (CUNY) led by President Karol V. Mason, and an internationally recognized leader in educating for justice. John Jay is a federally designated Hispanic-serving institution, it is ranked third in the nation in Black student success, and it is a top ten institution for promoting student social mobility. John Jay is proud to serve a diverse and dynamic student body of 15,000 students that includes nearly fifty percent students who are first in their family to attend college as well as students who are immigrants, from low-income families, or from other historically underrepresented groups. The College participates in the doctoral programs of the Graduate Center of the City University of New York and offers bachelor’s and master’s degrees in traditional criminal justice-related fields of study as well as in a robust portfolio of liberal arts and sciences programs that highlight themes of justice across the arts, sciences, humanities, and social sciences. John Jay College seeks staff and faculty members who thrive in multicultural academic environments and are committed to access and excellence in higher education. POSITION OVERVIEW **About us:** At John Jay College of Criminal Justice, we are dedicated to providing outstanding support to our diverse community of students, faculty, and staff. Our IT Helpdesk operates seven days a week, ensuring that everyone has access to the resources they need for success. We are seeking multiple IT Support Assistants to join our Helpdesk team. In this critical role, the candidates will provide essential technical support and assistance to the John Jay community, addressing inquiries and resolving issues in a timely manner. Reporting to Helpdesk manager, the candidates will work closely with other Helpdesk technicians and administrators to ensure seamless IT operations. **Key Responsibilities:** In addition to general duties described above the candidates will be responsible for the following tasks: + During your shift you will provide support during the Helpdesk’s 14-hour operational day, assisting users via email, phone, and in-person inquiries. + Document all incoming technical requests accurately utilizing our ticketing system, determining the complexity and appropriateness of responses. + Deliver first-call resolutions when possible, and escalate issues to the Helpdesk Manager or schedule field technicians as needed. + Maintain a customer-focused approach while resolving technical issues, ensuring a positive experience for all users. **MINIMUM QUALIFICATIONS** 1. High School Diploma, G.E.D., or equivalent 2. Eighteen months of related full-time work experience or equivalent, such as completion of eighteen college credits in Information Technology 3. Demonstrated English Language proficiency 4. A Motor Vehicle Driver's license, valid in New York State, may be required for some, but not all positions. **OTHER QUALIFICATIONS** **PREFERRED QUALIFICATIONS** + Strong communication skills, both verbal and written. + Basic knowledge of IT systems and troubleshooting techniques. + Experience in a technical support customer service role is preferred. + Ability to work collaboratively in a fast-paced environment. **COMPENSATION** Based on 2020 WC Contract*** New hire rate: $38,928* Incumbent rate: $43,990 *This amount reflects a 13% salary suppression in effect for the first 24 months of employment only. ***The annual rates for this title will be increased soon, when a new 2024 DC37 White Collar contract salary schedule is implemented at CUNY. **BENEFITS** CUNY offers a comprehensive benefits package to employees and eligible dependents based on job title and classification. Employees are also offered pension and Tax-Deferred Savings Plans. Part-time employees must meet a weekly or semester work hour criteria to be eligible for health benefits. Health benefits are also extended to retirees who meet the eligibility criteria. **HOW TO APPLY** If you are viewing the job posting on John Jay College website or in CUNYfirst, please select the "Apply Now" button. If you are viewing the job posting on any other website, please follow the instructions below: -Go to www.cuny.edu and click on "Employment" -Click "Search job listing" -Click on "More options to search for CUNY jobs" -Search by Job Opening ID number 29194 -Click on the "Apply Now" and follow the instructions. Once you have registered or logged in with your user name and password, upload your cover letter, resume, and the names and contact information of three professional references as one document. **CLOSING DATE** The posting will remain opened until filled. Review of the resumes will start on December 2, 2024. **JOB SEARCH CATEGORY** CUNY Job Posting: Information Technology/Technical **EQUAL EMPLOYMENT OPPORTUNITY** CUNY encourages people with disabilities, minorities, veterans and women to apply. At CUNY, Italian Americans are also included among our protected groups. Applicants and employees will not be discriminated against on the basis of any legally protected category, including sexual orientation or gender identity. EEO/AA/Vet/Disability Employer. Job ID 29194 Location John Jay College