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.
Required Skill/ability 1: 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).
Required Skill/ability 2: 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.
Required Skill/ability 3: Ability to be a team player and work collegially with peers and colleagues. 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.
Required Skill/ability 4: 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. Ability to maintain current technology skillsets and learn new technologies in support of organizational strategic initiatives.
Required Skill/ability 5: Ability to flex schedule to cover Help Desk on night and weekends, for events, programs, planned and unplanned colleagues' absences.
Preferred Education: Demonstrated experience with instructional technology systems. One of the following certifications: A+, Network+, Microsoft, Apple/Mac.
Work Week: Standard (M-F equal number of hours per day)
Posting Position Title: IT Support Technician 1
University Job Title: IT Support Tech Sch of Management
Preferred Education, Experience and Skills: Demonstrated experience with instructional technology systems. One of the following certifications: A+, Network+, Microsoft, Apple/Mac. 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. About Yale University
Yale University is an American private Ivy League research university located in New Haven, Connecticut. Founded in 1701 in the Colony of Connecticut, the university is the third-oldest institution of higher education in the United States.
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