Part-Time IT Support Assistant, Unified Help Desk

The Fashion Institute of Technology (FIT), part of the State University of New York and an internationally renowned college of art, design, business and technology with a strong emphasis on liberal arts, invites nominations and applications for an IT Support Assistant in the Unified Help Desk Department.

The Fashion Institute of Technology, a part of the State University of New York, has been a leader in career education in art, design, business, and technology for nearly 70 years. With a curriculum that provides a singular blend of hands-on, practical experience, classroom study, and a firm grounding in the liberal arts, FIT offers a wide range of outstanding programs that are relevant to today's rapidly changing industries. Internationally renowned, FIT draws on its New York City location to provide a vibrant, creative community in which to learn. The college offers more than 45 majors and grants AAS, BFA, BS, MA, MFA, and MPS degrees, preparing students for professional success and leadership in the global marketplace.

With close ties to industry, FIT draws faculty from the city's art, business, and design elite, and from the rich academic community of the region. The college continually seeks creative faculty members who are passionate about their field and demonstrate exceptional professional capability in the core competencies of instruction design, learning enrichment, globalism, and use of technology, as well as mastery of established and emerging industry practices.

JOB DESCRIPTION:

The frontline technical support professional receives and handles tickets, calls, and walk-in clients. This professional is responsible for providing customers with information, restoring service, providing specific services, and escalating tickets to a higher level of support. Technical generalist working with computing hardware, peripherals (including network and stand alone printers and audio visual equipment), and software. The role will always represent FIT's IT Core Values: Civility, Teamwork, Professionalism, Customer Service, and Accountability.

Front-Line Response:
Receive and handle tickets, calls, and walk-in customers.

• Respond to issues in the classrooms, student computing labs, and office locations as needed. Take priority and direction from the main office, Supervisors, and Manager of the department.
• Replace paper and toner in printers as needed as well as proactively doing so on a consistent basis.
• Report needed supplies or equipment to the main office.
• Report environmental issues such as temperature, broken furniture, issues with room infrastructure to the main office.

Service Delivery:
Follow complex technical instructions and communicate fixes or need of escalation to both technical and non-technical audiences.

• Research fixes and workarounds to troubleshoot issues.
• Work through technical documentation to troubleshoot.
• Assist with deploying both Windows and Apple images.
• Assist with maintaining inventory
• Assist in testing solutions and workarounds.
• Assist with special projects as needed.

Communication:
Follow complex technical instructions and communicate information to both technical and non-technical audiences.

• Follow through on tickets and service requests assigned collaborating empathetically with all members of the campus community.
• Ability to distill technical information to non-technical audiences.
• Ability to communicate items needed to be taken on by an alternative shift to complete.
• Comfortable asking questions of team members and relaying when additional support or help is required.
• Interact with Student Monitors making them aware of outages, issues, and fixes.
• Strong communication, interpersonal, teamwork, collaboration, problem-solving and troubleshooting skills.

Documentation:
Document issues and troubleshooting steps into individually assigned tickets as well as contribute knowledge articles to the knowledge base for both technical staff and the community. Write brief reports of work done or the status of tasks as required.

• Ability to thoroughly document fixes or steps taken towards a fix or solution.
• Write knowledge articles for approval to benefit all technicians or articles directed to the customers.
• Assist in updating, editing, or revising current documentation for approval.
• Assist in populating the knowledge base.
• Suggest improvements on procedures.

The preceding description is not designed to be a complete list of all duties and responsibilities required of the position; other duties may be assigned consistent with the classification of the position.

REQUIREMENTS:

Minimum Qualifications:

• Technical diploma or Associate's degree in computer information systems, or high school diploma and three (3) years of appropriate business experience.
• Minimum of two (2) years of related experience with Windows and Macintosh operating systems and experience with printing and peripheral technologies (including network and stand alone printers and audio visual equipment), support, and maintenance.

Knowledge, Skills and Abilities:

• Must possess and demonstrate excellent customer service skills and the ability to work well independently with a diverse population.
• Exhibit a high level of trustworthiness.
• Ability to work independently and to solve problems.
• Must be able to be calm, empathetic, and professional in a high-pressure situation, for example while a class is in session.
• Be agile to quick changes in priority and have follow-through and accountability to finish tasks.

Preferred Qualifications:

• Experience with computer imaging, patching, and virtual environments.

MENTAL REQUIREMENTS

Read Comprehend- Constant; Perform Calculations- Occasional; Communicate Orally- Constant; Reason & Analyze- Constant; Write- Constant

WORKING ENVIRONMENT

The position is on campus, primarily in an office environment.

PHYSICAL REQUIREMENTS

Sit- Frequent; Stand- Frequent; Bend- Frequent; Walk- Frequent; Climb- N/A; Pull- Frequent; Push- Frequent; Lift<10- Frequent; Lift 10-20- Frequent; Lift over 50- Occasional; Reach- Frequent

ADDITIONAL INFORMATION:

Days/Hours: M-F, in person (25 hours per week); work schedule subject to change based on needs of the department.

Job Title: Technologist A per Collective Bargaining Agreement (CBA)
Salary Schedule 89; Successor Agreement (page 7)
Hiring Rate: $29.28 per hour

Part-Time Benefits
Employee Holiday and Work Schedule

Review of applications will begin immediately until the position is filled.

Successful completion of a background check is required for appointment to this position once an offer has been made.

APPLICATION INSTRUCTIONS:

In order to be considered for the position, you must submit the following documents online:

• Resume
• Cover letter
• Diploma or Unofficial transcript
• A list of three references with telephone numbers and email addresses

Returning Applicants- Login to your FITNYC Careers Account to check your completed application.

Please note that due to the high volume of applications we receive, we are unable to contact each applicant individually regarding his or her application status.

For more information about FIT, please visit FIT's website at: http://www.fitnyc.edu.

Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor's Office of Employee Relations at (518) 474-6988 or via email at info@goer.ny.gov.

EEO/ Affirmative Action Statement

FIT is firmly committed to creating an environment that will attract and retain people of diverse racial and cultural backgrounds. By providing a learning and working environment that encourages, utilizes, respects, and appreciates the full expression of every individual's ability, the FIT community fosters its mission and grows because of its rich, pluralistic experience. FIT is committed to prohibiting discrimination, whether based on race, color, national origin, sex, gender, gender identity, religion, ethnic background, age, disability, marital status, sexual orientation, military service status, genetic information, pregnancy, familial status, citizenship status (except as required to comply with law), or any other criterion prohibited by applicable federal, state, or local laws. FIT is committed to providing equal opportunity in employment, including the opportunity for upward mobility for all qualified individuals.  Applications from minorities, women, veterans, and persons with disabilities are encouraged.  Inquiries regarding FIT's non-discrimination policies may be directed to the Affirmative Action Officer/Title IX Coordinator, 212.217.3360, titleix@fitnyc.edu.

The Fashion Institute of Technology is an Equal Opportunity/Affirmative Action Employer and is strongly and actively committed to diversity within the community.