L1 Support Technician

Position: Fixed Term L1 Support Technician
Location: New York

At The New School, we redefine the boundaries of education, creativity, and innovation. Founded in 1919 and located in the heart of New York City, we are home to over 9,000 students from over 100 countries, offering more than 135 degree and diploma programs across our renowned colleges, including Parsons School of Design, The New School for Social Research, Eugene Lang college of Liberal Arts, Parsons Paris, and the College of Performing Arts.

Our progressive, interdisciplinary approach has earned us recognition as one of the most forward-thinking institutions in the world.
* Acts as point of contact for first-level technical IT support – assisting clients with any concerns, inquiries, or issues they may have about IT services, related software, and hardware.
* Provides support via walk-ins, phone, chat, and email and escalating to IT technical support and management staff when necessary.
* Maintains strong organizational and communication skills to provide a high level of customer service to all clients.
* Uses concise writing skills to log, update, and close tickets via support systems, email, and to create knowledge documentation.
* Familiarity with concepts outlined through ITIL – Service Level Agreements (SLAs), incident/problem management, etc.
* Acts as liaisons to IT and management staff for issue escalation.
* Continuously expands customer service skills and technical knowledge.
* Proficient technical knowledge of workstations, printers, scanners, network concepts, and all supported services – including OS support, Google Apps, classroom technologies, mobile devices, user accounts, hardware diagnosis/installation, data management, and other new supported technologies.
* Tests images for learning spaces and offices, including but limited to workstations, desktops, and laptops.
* Knowledgeable on supported technologies, systems and escalation paths.
* Checks in and out, via timeclock, for daily time worked.
* Being able to accommodate shifting responsibilities – with regards to coverage of duties – to minimize adverse impact on services and to adhere to SLA’s.
* Bachelor’s degree (BA or BS) and professional level work experience in the educational technology sector or closely related field.
* Experience providing excellent customer service for a fast paced IT department, including campus technology services and learning spaces.
* Superior communication skills with ability to communicate effectively and efficiently, in written and verbal form.
* Ability to handle multiple tasks and projects effectively.
* Efficient working knowledge of MS Office, ticketing systems, reservation and knowledge base management systems, and Google apps.
* Ability to troubleshoot hardware and software issues and to provide technical assessment and recommendations to support initiatives for process improvement.
* Demonstrates skills in technology support at level 1, with a good understanding of the escalation process.
* Genuine interest in working with people and researching solutions for technical problems and usability challenges.
* MAC OS X, Windows, and mobile device experience.
* Ability to work days, evenings, and weekends – as needed.
* Able to work overtime or hours outside of the schedule in order to help assist in projects, emergency coverage, or outage support.

Welcome to The New School Careers Page Since our founding in 1919, The New School has redrawn and redefined the boundaries of intellectual and creative thought as a preeminent academic center. At our university, students have the academic freedom to shape their unique, individual paths for a complex and rapidly changing world. As a New School employee, you will be a part of the university’s mission to prepare and inspire students to bring about positive change in the world .

View our list of open positions to apply.

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