Support Desk Technician

Position Overview

Brooklyn Law School, founded in 1901, is a distinguished institution located in Downtown Brooklyn, New York. The Law School is searching for a Support Desk Technician to join its Office of Information Technology. Reporting to the Technology Support Manager and Trainer, this Full-time, Non-Exempt position offers a competitive Compensation: $32.967 - $35.714. The role provides frontline technical support to faculty, staff, and students while offering opportunities to develop practical skills in a dynamic higher education environment.

Key Responsibilities

• Provide first-level technical support for desktop hardware, software, peripherals, and operating systems by diagnosing and resolving issues.
• Install and configure desktops and laptops with company software (Windows OS, MS Office, ERP system).
• Escalate complex technical problems to senior staff or system administrators for resolution.
• Assist users with troubleshooting, software installations, system configurations, and account management.
• Follow SLA guidelines and report progress, achievements, statistics, and improvement plans to upper management.
• Train users on desktop applications, tools, and best practices to improve productivity.
• Administer desktop systems including software updates, patches, antivirus management, and backups to ensure security.
• Conduct routine maintenance such as hardware upgrades, repairs, and replacements.
• Manage desktop inventory including tracking assets, procurement, and disposal to maintain compliance.
• Maintain clear documentation of desktop configurations, processes, and troubleshooting guides.
• Collaborate with cross-functional IT teams (AV, network, applications, help desk, library) for efficient issue resolution.
• Provide technical assistance for classroom, library, and meeting room technology, including lecture capture and video conferencing tools.
• Set up and troubleshoot AV equipment for meetings, conferences, and campus events.
• Communicate status updates and resolution timelines to ensure user satisfaction.
• Participate in quality assurance activities, monitor performance, and implement process improvements and automation.
• Perform additional job functions as assigned.

Required Qualifications

• Associate's degree or equivalent in information technology, computer science, or a related field.
• 1+ years of experience in desktop support, technical support, or a related field, preferably in a higher education environment.
• Strong knowledge of help desk operations, ticketing systems, and end-user training methodologies.
• Excellent communication and interpersonal skills with the ability to convey technical information to non-technical users.
• Demonstrated ability to develop and implement process improvements while handling multiple priorities.
• Strong problem-solving skills and a customer-focused mindset.
• Knowledge of a wide range of computer systems, software, applications, hardware, and communications.
• Ability to troubleshoot basic network problems, diagnose computer issues, and install/configure systems and peripherals.
• Working knowledge of Windows and Apple operating systems and applications such as Microsoft Office, SharePoint, Zoom, and Chrome.
• Courteous demeanor with a positive attitude and genuine concern for the end user.
• Willingness to learn new technologies and proactively update technical skills.

Preferred Qualifications

• Experience in higher education or legal education environments.

Benefits & Perks

• Sick, personal, and vacation paid time off
• A generous retirement plan
• Dependent tuition scholarship (Pre K–undergraduate college)
• Additional summer Friday PTO

Brooklyn Law School is committed to equal opportunity employment and impartial treatment of all employees and applicants. The institution does not discriminate on the basis of race, creed, religion, color, national origin, citizenship status, gender, age, veteran status, disability, marital status, union affiliation, political affiliation, sexual orientation, or any other legally protected status.