Overview

IITS Support Technicians provide both on-premises and remote technical support to faculty and staff for instructional technologies, computer labs, libraries, classrooms, offices, and other University technology resources.

Responsibilities

Responsibilities include, but are not limited to:

• Provides technical support to students, faculty, and staff for computer hardware, software, networking, classroom technology, and AV systems.
• Supports the operation, maintenance, setup, and troubleshooting of AV equipment in classrooms, meeting rooms, event spaces, and other shared technology areas.
• Installs, mounts, hangs, removes, maintains, troubleshoots, and services IT, classroom, audiovisual, networking, and related technology equipment, including equipment located on walls, ceilings, or other elevated locations.
• Uses ladders and step ladders as necessary to install, access, inspect, maintain, troubleshoot, and service technology equipment and cabling.
• Prepares, supports, records, edits, and posts events as needed, ensuring that audio, video, presentation, and conferencing systems are properly configured and functioning.
• Assists students, faculty, staff, and presenters with the use of classroom, hybrid learning, meeting, and event technology.
• Utilizes ServiceNow to log, monitor, update, and track customer requests, incidents, and assigned work.
• Maintains inventory records for computer lab hardware, classroom technology, AV equipment, software, and related supplies.
• Participates in local and university-wide IITS projects in coordination with Network, Network Security, Server, AV, and other technology teams.

Qualifications

Education/Experience

Bachelor's degree in Information Technology, Computer Science, or a related field; or at least two years of related education and experience.

Knowledge/Skills/Abilities

• Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook and computer applications used in most levels of instruction.
• Strong customer service orientation and communication skills with the ability to support non-technical users.
• Strong troubleshooting and problem-solving skills
• Ability to prioritize tasks and collaborate effectively across teams.

Travel

Travel to other Touro NY campuses as needed.

Working Conditions

Extensive use of computers.
Extensive time sitting and standing.
Regular physical activity associated with installing, maintaining, and servicing technology equipment, including climbing and working from ladders and step ladders, working at elevated heights, reaching overhead, and accessing equipment mounted on walls or ceilings, in accordance with applicable safety procedures.
Able to lift up to 20 lbs.