IT Technician II - NY campuses

Job Location(s) US-NY-Old Westbury
Posted Date 3 weeks ago(1/31/2018 9:20 AM)
Job ID
Client Services
# of Openings
Position Type
Regular Full-Time
Information Technology



Committed to educating the next generation of leaders and to inspiring innovation and advancing entrepreneurship, NYIT enrolls approximately 10,000 students on campuses in North America, China and the Middle East. As a forward-thinking institution NYIT has pioneered educational practices to serve student needs since 1955. NYIT offers 90 undergraduate, graduate and professional degrees in 50 fields of study and is home to students from more than 100 countries and from 50 states. Its seven schools and colleges include: School of Architecture and Design; College of Arts and Sciences, School of Engineering and Computing Sciences; School of Health Professions; School of Management; College of Osteopathic Medicine, and the newly formed School of Interdisciplinary Studies and Education.


Under the direction of the Manager, Desktop Support Services the incumbent in the IT Technician II position provides information technology support to faculty, staff, and students in NY campuses. This support includes answering and responding to information technology related NYIT Service Center request and trouble calls, fieldwork covering installation, configuration, and troubleshooting personal computers, related hardware, and various application software, OS imaging, application scripting and deployment. This position functions as a member of the Desktop Support Services team. 




  • The Technical Support Coordinator works as a member of the User Support Services team under minimal direction and often independently.
  • The Technical Support Coordinator position provides a single point of contact for technology-related problem resolution at our NY campuses. The incumbent will receive technology-related problem calls and provide problem diagnosis, resolution, or escalation to second or third tier technicians.
  • The IT Technician II position is responsible for accurately logging calls, understanding and interpreting the problem or question.
  • The incumbent will use existing system documentation to diagnose a situation, solve the problem, and document the solution or actions taken.
  • The incumbent will perform advanced installation and configuration on desktop computers; provide advanced support services for such items as network interface cards, network drivers, printers, personal data assistants, business productivity applications, Internet applications, specialty applications, and in-house developed applications.
  • The incumbent will assist users in selecting the proper software applications for their needs; develop complete hardware and software solutions to various user requirements; evaluate related hardware and software products and make recommendations for adoption.
  • Communicate and assist the NYIT with installing, configuring, and troubleshooting hardware and software.
  • Train users in the use of the same.
  • Coordinate with staff from ITI computing personnel and other NYIT technology staff.
  • Assist Academic Computing staff in maintenance of computer laboratories during exigencies and special projects as required.
  • Interface with hardware and software vendors and other related third parties.
  • Provide problem identification, development of a set of possible solutions, identification of the optimum solution, implementation of this solution as related to desktop hardware and software.
  • Provide on-call coverage outside of business hours as necessary.
  • Recommend products and strategies related to user needs for computing and specific problems.
  • Contribute to the maintenance of the information technology asset database.
  • Contribute to the maintenance of the call tracking system, including logging all service requests and other projects.
  • Perform other duties as assigned.







  • Bachelor's Degree required, and at least 2 years of related experience/ certifications/advanced training in the IT support field.
  • Experience with computer hardware and software installation and configuration in a support related area.
  • Strong communication skills to explain/educate technical details to non-technical clients.
  • Strong commitment to timely resolution and responsiveness to clients.
  • Previous help desk, call center, or customer service experience is required.
  • Excellent decision-making and problem solving skills.
  • Experience with writing effective end-user training and documentation.
  • Web and mobile device experience a plus.
  • Install, configure, upgrade and patch Windows operating environments a plus
  • Knowledge of application installation packaging, scripting and deployment tools a plus
  • Experience with creating and update OS images with imaging software for PC/workstation/laptop configurations and imaging process.
  • Knowledge of scripting language and automation of repetitive tasks through scripting language such as PowerShell
  • Strong PC and/or Mac background and significant hands-on experience with business productivity applications and internet applications are required.
  • Advanced experience and proficiency with Windows 7/10 and MAC OS X+ maintenance and administration is highly desirable.
  • A thorough understanding and experience in networking principles, including TCP/IP protocols and stacks.
  • Demonstrated analytical and troubleshooting skills.
  • Demonstrated proactive approach and self-initiative is a strong plus.
  • Ability to interact effectively with a wide variety of users with different computing requirements and backgrounds.
  • Experience and ability to interact with senior management is required.
  • Managing projects and priorities in a dynamic, fluid environment.
  • Excellent decision-making and problem solving skills and effectiveness in getting things done collaboratively.
  • Previous experience in a higher education environment is desirable.
  • Must be able to work on holidays, weekends and evenings.
  • Excellent oral and written communication skills along with ability to work independently are required.
  • Excellent customer service skills are required.

We offer a competitive benefits package, including tuition remission, along with a professional environment designed to enhance your career development. 



EOE AA M/F/Vet/Disability


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