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.
Preferred Education: Familiarity with Yale's alumni database (Hopper) or similar CRM data systems. Experience with Adobe Create Cloud and web CMS (such as Drupal). Knowledge of the University's organization as well as YAA's primary alumni relations programs.
Preferred Education, Experience and Skills: Familiarity with Yale's alumni database (Hopper) or similar CRM data systems. Experience with Adobe Create Cloud and web CMS (such as Drupal). Knowledge of the University's organization as well as YAA's primary alumni relations programs.
Required Skill/ability 5: Advanced proficiency with Excel and email. Ability to master new IT tools, resources and databases.
Posting Position Title: IT Support Technician 1
Required Skill/ability 3: Strong oral and written communications skills, ensuring that communications are thorough, helpful and reinforce YAA's mission.
Work Week: Standard (M-F equal number of hours per day)
University Job Title: Alumni Help Desk Support Technician
Required Skill/ability 1: Demonstrated ability to provide excellent customer service/help desk support via phone, email, and in person. Ability to explain technology platforms to users at all experience levels, including those who are hesitant with technology.
Required Skill/ability 4: 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.
Required Skill/ability 2: Excellent interpersonal skills, including patience. Appreciation and respect for diversity and ability to communicate with diverse audiences (age, gender, race/ethnicity, profession, geography, etc.). Ability to maintain confidentiality.
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.
Internal Number: 60039BR
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.