Help Desk Specialist

Posted: 2 months ago

This candidate will work during our overnight shift (12am - 8am) Sun-Thur.

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 Supervisors, Technicians, IT Support Analysts (I and II), service partners, and vendors for problem management of complex technical support issues.

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 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). Excellent customer service skills.

Current Preferred Experience:

Help Desk Institute (HDI) certification; other professional level certification in service desk.

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.