Helpdesk Technicians - Multiple Positions, Department of Information Technology

Position Overview

The Helpdesk Technicians at John Jay College are responsible for providing essential technical support to the college community. This role involves addressing inquiries, resolving issues, and ensuring seamless IT operations within a diverse educational environment. The technicians will work closely with other team members to maintain a customer-focused approach while delivering timely assistance to users.

Key Responsibilities

• Provide support during the Helpdesk's 14-hour operational day via email, phone, and in-person inquiries.
• Document all incoming technical requests accurately using the ticketing system.
• Deliver first-call resolutions when possible and escalate issues to the Helpdesk Manager or schedule field technicians as needed.
• Maintain a customer-focused approach while resolving technical issues.

Required Qualifications

• High School Diploma, G.E.D., or equivalent.
• Eighteen months of related full-time work experience or equivalent, such as completion of eighteen college credits in Information Technology.
• Demonstrated English Language proficiency.
• A Motor Vehicle Driver's license, valid in New York State, may be required for some positions.

Preferred Qualifications

• Strong communication skills, both verbal and written.
• Basic knowledge of IT systems and troubleshooting techniques.
• Experience in a technical support customer service role is preferred.
• Ability to work collaboratively in a fast-paced environment.

Benefits & Perks

• Comprehensive benefits package including health benefits for employees and eligible dependents.
• Pension and Tax-Deferred Savings Plans.
• Health benefits extended to retirees who meet eligibility criteria.