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: Some experience with instructional technology systems. Licenses or Certifications: One of the following certifications: A+, Network+, Microsoft, Apple/Mac. Global orientation; experience working across countries and regions, and fluency in more than one language.
Preferred Education, Experience and Skills: Some experience with instructional technology systems. Licenses or Certifications: One of the following certifications: A+, Network+, Microsoft, Apple/Mac. Global orientation; experience working across countries and regions, and fluency in more than one language.
Required Skill/ability 5: Ability to cover flexible Help Desk hours, occasional weekend and weeknight events.
Posting Position Title: IT Support Technician 1
Required Skill/ability 3: Team player with ability to work collegially with peers and colleagues. References indicating 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.
Work Week: Standard (M-F equal number of hours per day)
University Job Title: IT Support Technician 1
Required Skill/ability 1: Solid foundation and hands on experience with Windows and Apple hardware; Mac OS X, Windows 7 through Windows 10; iPad, iPhone, and Android-enabled devices, troubleshooting of miscellaneous hardware problems, standard application packages (Microsoft Office productivity tools and standard electronic mail packages). Demonstrated proficiency with Cloud printing.
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.
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 including imaging and scripting installations. Exceptional oral and written communication skills, well organized, and detail oriented.
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: 60576BR
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.