Title: Desktop Support Technician
Department: Information Technology Help Desk
Employment Status: Full Time
FLSA Status: NON-EXEMPT
Organizational Relationship: Reports to Director of User Services
JOB PURPOSE: To assist and support the Wagner community with campus technology resources and facilitate instructional settings in support of pedagogy. Troubleshoot and resolve problems involving all computing resources such as hardware (Macs & PCs, multi-function printers, telephony and networking equipment) and software applications (MS Office, Adobe Suite, etc). Deploy computers by implementing hardware-appropriate, standardized images. Dispatch, manage, and fulfill helpdesk service tickets.
DUTIES/RESPONSIBILITIES:
Essential Functions:
- Deployment of computing resources throughout the campus
- Customer service/front desk/office management
- Respond to help desk requests via phone, email, ticketing system, and walk-in
- Troubleshoot and maintain functionality and working condition of all computing resources including computers, printers, media, campus telephony, cell phones & networking equipment
- Troubleshoot classroom media technology issues that may arise
- Document standard operating procedures and provide/deliver training materials.
- Follow policies and procedures established by the IT department
- Supervise and delegate tasks to student employees
Non-Essential Functions:
- Manage and maintain department records/database/inventory
- Produce reports on equipment usage, and life cycle
- Assist in the technology needs during college events such as Commencement, Guest Speakers, Board of Trustee Meetings, etc.
- Other duties as assigned by the Director of User Services.
Nothing in this job description restricts Management’s right to assign or reassign duties and responsibilities to this job at any time.
QUALIFICATIONS
Work Experience: Customer support & service experience in a technical support related area. Computer (Mac and PC) hardware and software troubleshooting knowledge. Ability to follow established guidelines to perform the functions of the job.
Education: Associate’s or Bachelor’s degree preferred but not required.
Certifications: A+, Network+, ACMT preferred but not required.
Licenses: Valid driver’s license.
Desired Work Traits: Ability to multi-task and manage multiple projects simultaneously, to work independently, maintain effective working relationships with all college constituents, to lift up to 60 pounds.
Computer Skills: Familiarity with TeamDynamix (TDX), ServiceNow, or other Help Desk ticketing systems. Proficiency in Microsoft Windows, Apple OS X, Apple iOS, Android OS, Linux, Office Suite, and Adobe Suite. Antivirus and anti-malware software such as McAfee & Malware-Bytes. Implementation of security/anti-theft apps and/or solutions, such as Computrace.
Communication/Interpersonal Skills: Possess good interpersonal, customer service & problem solving skills. Knowledge of Help Desk & customer service methods and procedures.
Special Considerations: Work environment, hours that may be out of the ordinary (such as must be available on nights and weekends, frequent extended hours, often on short notice), travel... etc. Physical demands of being able to lift/move up somewhere between 25 to 60 pounds.
To Apply, please direct cover letters and resumes to: Anthony Spina, Director of User Services at anthony.spina@wagner.edu with the subject line “Desktop Assistant”
No phone calls please.
The review of applications will begin immediately.
No phone calls please.
The review of applications will begin immediately.
Additional Information
In compliance with NYC’s Pay Transparency Act, the annual base salary range for this position is $37,000 - $42,000. Wagner College considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as market and organizational considerations when extending an offer.
Wagner College achieves this mission through the implementation and enhancement of The Wagner Plan for the Practical Liberal Arts, which was formally launched in 1998. This innovative and bold curricular methodology is predicated on a method of integrated learning. It builds upon Wagner’s history of combining liberal arts and focused professional programs, coupled with our unique location and requires experiential learning for all students. The Plan has thus ushered in a new vision of engaged student learning that is at once reflective and integrated, theoretical and practical. Our goal has been, and continues to be, to provide a transformative college experience which best prepares our students for positions of effective and responsible leadership and citizenship in their chosen professions, and in their personal and public lives. From the outset, our faculty have eagerly led this learning centered endeavor.
Preparing all students for such leadership requires a coherent, efficient, effective and universal educational program and a focused Faculty and Administration, supported by an equally committed Board of Trustees.
Wagner College prepares students for life, as well as for careers, by emphasizing scholarship, achievement, leadership, and citizenship. Wagner offers a comprehensive educational program that is anchored in the liberal arts, experiential and co-curricular learning, interculturalism, interdisciplinary studies, and service to society, and that is cultivated by a faculty dedicated to promoting individual expression, reflective practice, and integrative learning.
Wagner College offers a generous benefit package that includes medical, dental, vision, pension and paid time off benefits to all full-time employees. The Wagner College Office of Human Resources partners with all members of the College community to cultivate a work environment that values equal opportunity, diversity equity inclusion and access, professional development and individual excellence.
Wagner College provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national or ethnic origin, sexual orientation, gender identity or expression, marital status, age, disability or genetics. In addition to federal law requirements, Wagner College complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.