Help Desk Specialist

Posted: 3 weeks ago

PN: Please source local candidates only as there will be an onsite interview and the client will not reimburse travel expense.

Position Summary:
Analyze, evaluate and diagnose escalated technical problems involving University enterprise-wide technology services and products; assess complexity and determine resolutions; report on findings; recommend and document solutions.
Assess, initiate, plan and manage incident tracking database process and recommend system changes or new product development for ITS enterprise wide services and applications.
Collaborate with Team Leaders, Technicians, IT Support Analysts (I and II), service partners, and vendors for problem management of complex technical support issues.

Principal Duties
Diagnose problems and formulate solutions to University enterprise-wide academic and administrative computing issues (e.g., University Classes, email NYUHome, BRIO, SIS, Workflow products [HRIS, PASS, BIA, Albert], etc.): determine and recommend best course of action to immediately resolve computer, network, and/or user problems; provide technical advice to users (faculty, students, administration, staff) to resolve complex problems regarding a broad scope of Client Services supported software applications. Consult with users on how to achieve optimal software processes and results on a
variety of hardware/software platforms and shared systems.
45%

Assess, initiate, plan and coordinate management of incident tracking process and recommend system changes or new product development for ITS enterprise wide services, applications, NYUHome, and license provisioning (including SPSS, SAS, SUS, and Symantec) including beta and production system and server applications, workflow products, upgrades of large scale online and client-based ticket tracking system, virus notification systems, knowledge base, wired and wireless computer services, and database applications.
20%

Supervise full-time technical support employees and students: exercise authority or make effective recommendations for hiring's, promotions, salary adjustments, and any other change of status.
Ensure staff are trained to provide adequate technical advice for University users. Identify and prioritize technical service assignments to ensure deadlines are met and time is used effectively.
Review work for accuracy, schedule and dispatch staff to local sites to assist with diagnosis and resolution of problems.
15%

Provide desk-side assessment, diagnosis and troubleshooting for incidents escalated by first tier to resolve complex problems with OS, software, or networking that result in system crashes or other interruptions in academic or business processes of the University.
10%

Assess and determine client community needs for training, awareness, and education: develop and conduct workshops and orientations for University administration, faculty, students and staff regarding availability and general use of ITS computer/network resources (e.g., NYU Home, NYURoam wireless, Dial-up networking, Blackboard, NYU Classes or finance or administrative applications).
Serve as spokesperson for ITS services; provide specific information concerning availability and accessibility of resources to external and internal service partners and vendors, students, faculty and staff.
10%

Position Qualifications:

Current Required Education
Bachelor's degree or related work experience.
Current Required Experience
2 years' relevant experience analyzing hardware, software and systems' performance, providing technical support including troubleshooting to resolve problems with hardware and software applications, providing training to non-technical users and staff supervision or an equivalent combination of education and experience.

Current Required Knowledge, Skills and Abilities:

Excellent interpersonal, verbal and written communication skills. Familiarity with network systems and instructional
computing, including internet services, web browsers, Windows and Macintosh-based software, electronic mail
systems, and PC desktop applications (MS Word, Excel, Access, Powerpoint). Ability to conduct training classes
and presentations.

Current Preferred Education
N/A

Current Preferred Experience
Help Desk Institute (HDI) certification; other professional level certification in service desk management.

Current Preferred Knowledge, Skills and Abilities
N/A

Additional Preferred Knowledge, Skills and Abilities
Must be well versed in quality data collection to ensure adequacy, accuracy and legitimacy of data in NYU systems
and be able to strictly follow data privacy and security procedures for data handling and analysis to ensure
adherence to legal and institutional standards.

Institutional Impact
Indicate faculty and/or employees supported,
students counseled, events planned, size of budget managed, etc.

• The ITS Client Services mission is to ensure that the students, faculty staff and administrators of University receive ITS services in an efficient and effective way. ITS Client Services is the 'front door' to services and support including accounts, publications, telephone directory services, desktop and laptop computer support and training in general computer and network usage, and is composed of the ITS Client Services Center (the main University information technology ITS services and support), Desktop Computer Support Services, the Accounts Group, and the Publications department. The ITS Client Services Center provides TS services and support to the University community in the use of University enterprise-wide academic and administrative computing issues, such as e-mail, dial-up and Internet-related services, including NYUHome and online learning management systems such as Blackboard, as well as support of the University public directory service, BRIO, SIS, Workflow products [HRIS - PASS, BIA, Albert, etc.