IT Technician II

Job Location(s) US-NY-Old Westbury
Posted Date 1 week ago(4/26/2021 2:26 PM)
Job ID
Client Services
# of Openings
Position Type
Regular Full-Time
Information Technology


New York Institute of Technology offers 90 undergraduate, graduate, and professional degree programs in more than 50 fields of study, including computer science, data, and cybersecurity; biology and biomedical studies; architecture and design; engineering; health professions and medicine; IT and digital technologies; management; communications and marketing; education and counseling; and energy and sustainability. A nonprofit, independent, private, and nonsectarian institute of higher education, it welcomes more than 9,000 students worldwide. The university has campuses in New York City and Long Island, New York; Jonesboro, Arkansas; and Vancouver, British Columbia, as well as programs around the world.


New York Tech embraces its mission to provide career-oriented professional education, give all qualified students access to opportunity, and support research and scholarship that benefits the larger world. More than 100,000 alumni comprise an engaged network of doers, makers, and innovators prepared change the world, solve 21st-century challenges, and reinvent the future.


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Under the direction of the Assistant Director, Client Services in  Long Island  (Old Westbury) NY, the incumbent in the IT Technician II position, provides information technology support to faculty, staff, and students at our Long Island campus location. This support includes but is not limited to answering and responding to information technology related NYIT Service Central requests and trouble calls, field work covering installation, configuration, troubleshooting of personal computers, related hardware, and various application software. This position functions with the rights and responsibilities as a member of the Client Services support team.



Specific Responsibilities:


  • The IT Technician II works as a member of the Client Services support team but often works independently with little or no supervision.
  • The IT Technician II position provides a single point of contact for technology-related problem resolution at NYIT – Long Island campus locations. The incumbent will receive technology-related problems calls/tickets and provide problem diagnosis, resolution, or escalation to third tier technicians.
  • The IT Technician II is responsible for accurately logging calls in our call tracking system, understanding and interpreting the problem or question.
  • The incumbent will use existing system documentation to diagnose a situation, resolve the issue, and document the solution or actions taken.
  • The IT Technician II will provide support to the Service Central (Service Desk) Team and log in to the ACD telephony system to receive and handle support calls as necessary.
  • The incumbent will perform advanced installation and configuration on desktop computers according to NYIT protocols and procedures; provide advanced support services for such items as, hardware, network connectivity, printers, personal data assistants, business productivity applications, Internet applications, specialty applications, and in-house developed applications.
  • Inventory, prepare, and validate computer hardware and associated peripherals before they are deployed.
  • Facilitate the ordering of parts and processing of warranty RMAs for the replacement of defective parts with supported vendors.
  • 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.
  • Coordinate with staff from NYIT’s ITS departments that support enterprise or network/telecom services
  • Assist NYIT’s Academic Computing Services staff in maintenance of computer laboratories during exigencies and special projects as required.
  • Interface with hardware and software vendors and other related third parties when needed.
  • Provide on-call coverage outside of business hours as necessary.
  • Recommend products and strategies related to user needs for computing and specific issues.
  • Contribute to the maintenance of the information technology asset and knowledge database.
  • Assist in the hiring, training, supervision, and evaluation of student intern staff.
  • Perform other IT duties as assigned by the Assistant Director, Client Services or designee.



  • 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 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 10 and MAC OS X+ maintenance and JAMF administration is highly desirable..
  • Strong knowledge of MAC and mobile device hardware/image and set-up configuration preferred.
  • Strong communication skills to explain/educate technical details to non-technical clients.
  • Strong commitment to timely responsiveness and resolution to clients.
  • Previous help desk, call center, or customer service experience is required.
  • Excellent decision-making and problem-solving skills.
  • Experience with desktop image development.
  • Experience writing effective end-user training and documentation.
  • Web and mobile device experience a plus.
  • 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 as required.
  • Excellent oral and written communication skills along with ability to work independently are required.
  • Ability to work independently and as part of a team; ability to work concurrently on multiple tasks and projects; ability to communicate progress/problems to appropriate personnel effectively.
  • Able to physically move and install computers, printers, and peripherals (up to 40 pounds) in locations that may not have an elevator.
  • Must be detail oriented; possess excellent customer service and problem-solving skills; and display a high degree of integrity.
  • Ability to work nights and weekends on an as-needed basis is required.


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


 Please submit cover letter & resume for consideration



New York Institute of Technology is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity



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