Association of Yale Alumni - Administration

83271BR

IT Support Technician 1

L34 - Local 34 (Yale Union Group)

Full time

Fixed

2 years from date of hire

Yes

13-Aug-2025

Labor Grade D

Click here to see our Wage Ranges

Technical Support

37.5

Standard (M-F equal number of hours per day)

Central Campus

1201 Chapel Street
New Haven, CT 06511

On-site

The Yale Alumni Association (YAA) is responsible for university-wide alumni relations programs and for organizing and supporting events, programs, initiatives, and other opportunities to strengthen alumni relationships with Yale. Reporting to the Deputy Executive Director and working closely with the Online Services Analysts, the Support Technician will provide phone and email support for alumni and other affiliates who use YAA’s online services. Provide tier one customer support and functional assistance for alumni online services provided by YAA. Responsible for technical problem identification to determine if user’s needs are related to a YAA platform, e.g. the online directory, branded Yale alumni email (YaleMail), library resources, or chapter management tools. Monitor phone and email inquiries and respond with appropriate support information and troubleshooting until user’s needs have been met or have been escalated within YAA or to other Yale departments as needed. Validate new account requests, in compliance with policies that govern alumni access to university systems. Provide clear communications regarding access policy information and sign-in requirements for various systems. Escalate suspicious or complex cases to Gift and Records Services in the Office of Development and collaborate on resolution. Contribute to maintenance of knowledge database of customer support documentation and response templates. Track all customer support inquiries and, working with Online Services Analysts, provide periodic reports to management on volume, topics, and related statistics. Serve as backup resource for YAA administration, including departmental phone line coverage. May also assist with data entry and uploading files to central alumni database related to alumni engagement activities such as participation in alumni events.

The following principal responsibilities are generic in nature; applicants will find the information in this Position Focus to be most relevant to the position.

Click here for more information

1. Provides telephone based and email computer support at the ITS Help Desk. Provides assistance to end-users related to computer and or networking problems, and services and procedures within Yale University. 2. Troubleshoots computing related problems. Identifies and analyzes all software, hardware, and network-related issues, recommend solutions and assist user with resolution. Escalates problems of a complex nature as needed. 3. Provides functional support for University financial and administrative applications, including both a detailed understanding of how the applications function and of how to use them consistent with Yale’s financial and administrative policies and procedures. Exercises judgment to escalate functional issues of a complex nature as needed. 4. Responds to emergency calls and routine calls. Analyzes problems to determine if a technician site visit is required. Creates work order and follow-ups on technician visit to ensure resolution. Documents all reported problems. 5. Evaluates user applications and operating system to allow for maintenance. Provides consultation on systems related problems and recommendations regarding systems and equipment to end-users; provides support, information and consulting services to faculty, staff and students. 6. Assists users in maintaining their desktop computing environment. Recommends supported software applications operating systems to end-users. Assists in the maintenance of a knowledge database. Maintains equipment inventories. 7. Applies understanding and knowledge of information systems products and services to assist internal users. Identifies, investigates and researches user questions and problems as well as recognize, research, isolate and resolve information systems problems. 8. Helps identify skill level and recommends training courses for users. Assists in developing documentation and /or related material for training. 9. Acts as liaison between end-user and departments. 10. Provide coverage for ITS Client Accounts including accounts and access creation, modification, maintenance and deletion 11. Completes and documents technical projects such as the testing of hardware and software products. 12. Assures compliance with University required security and information technology policies and procedures.

Six years of related experience, four of them in the same job family at the next lower level, and a high school level education; or four years related experience and an Associate's degree; or little or no work experience and a Bachelor degree in a related field; or an equivalent combination of experience and education.

Demonstrated ability to provide excellent customer service/help desk support via phone and email. Ability to explain technology platforms to users at all experience levels, including those who are hesitant with technology.

Excellent interpersonal skills, including patience. Commitment to an inclusive workplace. Ability to engage with diverse audiences (age, gender, nationality, race/ethnicity, profession, sexual orientation, etc.). Ability to maintain confidentiality.

Strong oral and written communications skills, ensuring that communications are thorough, helpful, and reinforce YAA’s mission.

Demonstrated ability to prioritize work, juggle competing priorities, and meet deadlines with excellent attention to detail. Ability to initiate and complete tasks with minimal supervision and to be accountable for results.

Advanced proficiency with Excel and email. Ability to master new IT tools, resources, and databases.

Familiarity with Yale’s alumni database (Hopper) or similar CRM data systems. Experience with web CMS (such as Drupal). Knowledge of the University’s organization as well as YAA’s alumni relations programs.

Occasional

Occasional

No

No

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.

The University maintains policies pertaining to COVID-19. All faculty, staff, students, and trainees are required to comply with these policies, which may be found here:
https://covid19.yale.edu/health-guidelines

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.

University policy is committed to affirmative action under law in employment of women, minority group members, individuals with disabilities, and protected veterans. Additionally, in accordance with Yale’s Policy Against Discrimination and Harassment, and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.

Inquiries concerning Yale’s Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).

Yale University is a tobacco-free campus