25 days old

L2 Support Technician

The New School
New York, New York 10011
L2 Technician


L2 Technician is a support position in the Information Technology department responsible for dedicated on-site and remote technical support for the New School community. L2 Technicians are customer-facing and must utilize effective customer service and communication skills to troubleshoot and resolve various technical issues. 

This is a union position governed by a Local 1205 Teamsters Professional unit.
 
The New School, as well as its individual academic divisions, is committed to a policy of equal opportunity in all its activities and programs, including employment and promotion. It does not discriminate on the basis of race, color, national or ethnic origin, citizenship status, religion, sex, sexual orientation, age, physical disabilities, veteran or marital status.
 
Responsibilities:

    • Provides on-site and remote support in learning spaces and offices, including troubleshooting, resolving, and closing service desk cases.
    • Tests and deploys images in learning spaces and offices/administrative hub, including but not limited to workstations, desktops, laptops, printers, and scanners.
    • Sets up and configures desktop and laptop equipment both in-person and remotely.
    • Maintains a high level of customer service while resolving complex support cases.
    • Maintains detailed updates regarding cases and support. 
    • Assists other team members with cases or questions as they arise.
    • Maintains knowledge of supported systems and escalation paths.
    • Provides backup to L1 Technicians in the event of absences.
    • Other duties as assigned.

The New School is committed to creating and maintaining an environment that promises diversity and tolerance in all areas of employment, education and access to its educational, artistic or cultural programs and activities. The New School does not discriminate on the basis of age, race, color, creed, sex or gender (including actual or perceived gender identity or expression or transgender status), sexual orientation, sexual and other reproductive health decisions, pregnancy, religion, religious practices, mental or physical disability, national or ethnic origin, citizenship status, veteran status, marital or partnership status, or any other legally protected status.
 
 

Requirements


Minimum Qualifications:

  • Bachelor’s degree (BA or BS) and professional level work in a closely related field.
  • Experience providing excellent customer service for a fast-paced, hybrid IT department.
  • Demonstrated skills in technology support at level 2 with the ability to troubleshoot Windows and Mac hardware and software issues, provide technical assessment and recommendations following protocols, and support initiatives for process and escalation improvements.
  • Superior organization skills to handle multiple tasks and projects and communication skills with the ability to communicate effectively and efficiently, in written and verbal form.
  • Demonstrated skills in technology support at level 2 with a good understanding of escalation processes. 
  • Genuine interest in working with people and researching solutions for technical problems and usability challenges.
  • Ability to adhere to University COVID-19 Policy and requirements.
 

Preferred Qualifications:

  • ITIL certification.
  • Knowledge of customer relationship management systems, in particular, Cherwell ticketing system and best practices.
  • Efficient working knowledge of MS Office, ticketing systems, reservation and knowledge base management systems, Google apps.


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Posted: 2022-06-10 Expires: 2022-07-10

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L2 Support Technician

The New School
New York, New York 10011

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