IT Support Assistant - Service Desk Support Assistant (Tier 1, Part-Time, Closing Shift) **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** "At Baruch College we believe that student success is everyone’s responsibility” The IT Support Assistant, a Help Desk Associate, is a part-time, Tier 1 support role at the Baruch Service Desk. Reporting directly to the Service Desk Manager, this position provides initial technical support and IT instruction to students, faculty, and staff. We currently have open shifts for weekday evenings, with the Help Desk closing at 8 p.m. Key Responsibilities: **Tier 1 Support & Troubleshooting:** - Provide initial troubleshooting and resolution for IT incidents and requests across various platforms (CUNYfirst, Brightspace, DegreeWorks, Baruchmail, campus applications, Active Directory, etc.). - Utilize multiple communication channels, including in-person support, phone calls, ServiceNow tickets, Teams, and Zoom. - Escalate complex issues to appropriate Tier 2 support teams, departments, or vendors. **ServiceNow Ticket Management:** - Respond to, create, assign, and monitor tickets within the ServiceNow ticketing system. **Classroom Support Dispatch:** - Dispatch classroom support agents to address immediate technical issues reported by faculty. **User Account Management:** - Assist users with account-related tasks, such as password resets and account recovery. **Application and Network Access Troubleshooting:** - Assist in diagnosing and resolving application and network connectivity problems. **Help Desk Operations:** - Perform opening and closing procedures for the Help Desk Center, based on assigned shifts. **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** Additional Preferred Qualifications: • A degree in computer science, information technology, or IT certifications are highly preferred. • Excellent customer service and communication (written and oral) skills; interpersonal skills to interact with the college community. • Strong analytical and problem-solving skills with the ability to work under pressure and coordinate multiple activities in a dynamic, fast-paced team environment. **COMPENSATION** New Hire $23.74 Incumbent $26.84 **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** Visit www.cuny.edu, access the employment page, log in or create a new user account, and search for this vacancy using the Job ID or Title. Select "Apply Now" and provide the requested information. Candidates must attach a resume, and cover letter. **CLOSING DATE** This position will be open until filled. Review of resumes will start immediately. **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 30027 Location Baruch College