School of Management - IT

80584BR

IT Support Technician 1

L34 - Local 34 (Yale Union Group)

Full time

Regular

Labor Grade D

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Central Campus

165 Whitney Avenue
New Haven, CT 06511

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

Computing and Information Systems, Technical Support

37.5

As a member of the School of Management (SOM) IT Client Services Team, provide technical computer assistance to SOM faculty, staff and students which includes problem recognition, research, isolation, resolution, and follow-up. Requires experience and understanding of computing systems and networking applications. Involves the use of help desk incident tracking system and system monitoring tools. Monitor and respond quickly and effectively to requests received through the Help Desk channels (walk-up, telephone based and email). Monitor service desk for tickets assigned to the IT queue and process per documented procedures. Provide tier 1 assistance to end-users related to computer and or networking problems, and services and procedures within SOM Community. Troubleshoot user problems with computer hardware, software, and networking. Analyze and resolve user problems, prepare documentation, and informational materials for non-technical users. Research and analyze software and network problems and recommend solutions or resolve independently. Ability to solve technical problems and only escalate problems of a complex nature. Work as part of an integrated SOM IT team and with other Yale personnel within a multi-vendor multi-platform environment. Share knowledge with SOM IT team. Assist in IT training programs for the user community. 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. Provides technical expertise and consultation in researching, analyzing and implementing hardware and software solutions of varying scope: from one user to all users. Act as project leader for assigned IT projects with minimal supervision. Provide project consultation and recommendations to IT management as well as end-user departments. Manage assigned project tasks to ensure timely and high-quality outcomes. Provide regular status reports on assigned projects to inform the process of establishing institutional priorities for school-wide technology projects. Participate in the planning and design of new services and procedures. Collaborate with members of the SOM Community on various projects, including system services and networking. Completes and documents technical projects such as the testing of hardware and software products. Interact with faculty, staff, and students; and interdepartmental personnel at all levels to provide support and education. Interact with external contacts to purchase equipment, resolve problems, and obtain assistance and to compare institutional operations. Assist in IT purchasing and procurement needs for the SOM community. Interact with external and internal vendors. 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. Work with IT management to develop standards and policies. Review all processes and obtain feedback. Act on feedback to improve processes. Provide support for instructional technology within the SOM Community. Other duties as assigned. The following Essential Duties are generic in nature; the information contained in this Position Focus are most relevant to this position.

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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.

Solid foundation and hands on experience with Windows and Apple hardware; Mac OS X, Windows 10 and 11, iPad, iPhone, and Android-enabled devices, troubleshooting of miscellaneous hardware problems, standard application packages (Microsoft Office productivity tools and standard electronic mail packages).

Excellent interpersonal skills and superior customer service orientation. Proven ability and drive to provide excellent customer service. Customer service experience in a Help Desk environment/capacity. Exceptional oral and written communication skills, well organized, and detail oriented.

Team player with ability to work collegially with peers and colleagues. References must indicate reliable attendance and punctuality, ability to communicate effectively and tactfully, ability to organize and prioritize own work, and the ability to work effectively with others in a team setting.

Ability to work in a fast-paced and changing environment. Proven ability to address production or operational problems with a sense of urgency, ability to quickly make diagnosis and establish rapport with clients.

Flexible schedule: Ability to cover flexible Help Desk hours, occasional weekend, and weeknight events.

Experience with instructional technology systems.

Ability to move equipment up to 50 pounds.

One of the following certifications A+, Network+, Microsoft, Apple/Mac.

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.

Thank you for your interest in employment at Yale University. Please also note that the university has a COVID-19 vaccination and booster requirement for all students, staff & faculty which is described in the COVID-19 Vaccine Program. As you search our open positions, you will see that all postings list their on-site addresses which gives more detail on the on-campus work location of the role.

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).

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