New York University is hiring a Computer Support Technician II

Provide basic hardware, software, and applications support for the Institute of Fine Arts (IFA), a school which has multiple locations and a complex technical environment including specialized technologies and systems that must interface with the network. Monitor and oversee the school's endpoints, which requires an operational understanding of the unique systems and applications of the IFA and the implications/requirements for the technical infrastructure. May provide guidance to junior technical support staff. The Institute of Fine Arts at NYU produces the scholarship that changes how the world understands art. As a leading center for advanced study in art history, archaeology, and conservation, we explore how art connects us across time, culture and space. We train the next generation of the field's leaders and engage broader publics through our research and programs. Principal Duties Respond, in a timely manner to incoming queries and solve various issues related to computer, printer/copier, network configuration, file share and database access, software installation and configuration via telephone, e-mail, remote desktop or in person. Clearly communicate technical solutions with end users in a user-friendly and professional manner through problem-solving processes. Closely follow up with end users to ensure issues have been resolved, and gain feedback from faculty, staff and students about service quality. Refer unresolved problems to DMCS Manager, vendors, or the IT Service Operations Specialist, as appropriate. Install software and applications on PC and Mac computers. Apply security update/patches for system and applications for PC and Mac computers. Configure file shares on shared storage platforms, and setup and maintain access permission for users and groups. Backup and restore files and folders on endpoints or the cloud as needed. Remove virus and spyware from suspicious or infected computers. Set up and repair hardware, including communication equipment, printers, personal computers, and peripherals. Help coordinate daily set up of laptop, projector, TV, camera, microphone as required for classes, workshops, meetings or events. Assist video conference system setup and configuration. Maintain user's manual for proper operation and troubleshooting. Assign and review the work of student workers and /or casual employees and assist with training of junior technical support staff. Track and maintain computer hardware inventory and software licenses. Make recommendations for hardware upgrade. Report software license usage. Recycle unused computers to asset management office. Accept requests of jack installation and activation, telephone installation, relocation and configuration including name change, voicemail reset, and long distance call authorization. Submit request to the university's IT department for processing. Track request status and notify end users when request are fulfilled. Coordinate user training workshops related to telecommunication and computer technology, such as scheduling events, preparing training materials, and publishing presentation online, etc. Assist with special telecommunication and computer projects (e.g., contact vendors; research and compile information; recommend purchase). Required Education: High School Diploma or equivalent and some relevant technical training. Preferred Education: Some college and/or relevant certification. Required Experience: 2+ years Related experience providing customer support in an IT environment. Preferred Experience: Experience providing technology support within a university setting, including knowledge of specialized software, systems or technologies. Required Skills, Knowledge and Abilities: Understanding of computing procedures, standards and desktop and network configurations. Expertise in systems, network hardware and software. Ability to work independently, skills to creatively troubleshoot and ability to express oneself clearly in both oral and written mode. Serve as a resource to junior technical support staff on the majority of standard procedures and some non-recurring problems and non-standard situations.