IT Technician II

New York Institute of Technology's six schools and colleges offer undergraduate, graduate, and professional degree programs in in-demand disciplines including computer science, data science, and cybersecurity; biology, health professions, and medicine; architecture and design; engineering; IT and digital technologies; management; and energy and sustainability. A nonprofit, independent, private, and nonsectarian institute of higher education founded in 1955, it welcomes nearly 8,000 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. More than 112,000 alumni are part of an engaged network of physicians, architects, scientists, engineers, business leaders, digital artists, and healthcare professionals. Together, the university’s community of doers, makers, healers, and innovators empowers graduates to change the world, solve 21st-century challenges, and reinvent the future.

For more information, visit nyit.edu.

Basic Function

Provide on-site and online support for hardware, software, and audio-visual (AV) equipment; provide first and second-tier support to resolve faculty, staff, and student technology issues via in-person, phone, online, and email. The IT Technician II – NYIT Vancouver Campus serves as the ITS team lead for the entire NYIT campus in Vancouver and is called upon to be a trusted, go-to resource for IT-related support and problem resolution. This position works collaboratively with the Vancouver Leadership Team, the Client Services and Engagement team, and many departments within the Information Technology Services (ITS) division, to provide an exceptional client experience to the NYIT Vancouver campus community.

Major Responsibilities

• Serve as the single point of contact for IT-related support calls and problem resolution with minimal on-site direction; serve as the local IT liaison and advocate for all IT-related support needs.
• Triage all IT/AV related support calls; serve as the escalation point for IT/AV-related issues; provide solutions or escalate to appropriate teams and leadership as needed.
• Provide hands-on support for all NYIT hardware, software, and AV equipment.
• Support the AV and technology needs of various events to include coordination, set up, break down, streaming, and planning; configure and support the technology needed to conduct successful video conferencing and streaming services within classrooms, conference rooms, and auditoriums.
• Develop and lead various IT-related technical training workshops for faculty and students, with and without support from other groups within and outside of ITS.
• Manage student workers/interns, including scheduling, hiring, training, supervision, and performance management.
• Create and maintain documentation, including procedure manuals, troubleshooting guides, and policies necessary to support clients in the operation and optimized use of University IT/AV resources and services.
• Manage software/hardware inventories in accordance with ITS standard operating procedures.
• Conducts and creates training material for the NYIT Community, not limited to training courses, videos, documentation, etc.
• Inventory, prepare, and validate computer hardware and associated peripherals before deployment into the field.
• Deploy and support computing and other technology resources located in public computing spaces (i.e., labs, kiosks, classrooms); assist other ITS staff with the deployment of personal devices as needed/requested.
• Provide first and second-tier technical support; concisely and effectively document issues in supported ticketing system to facilitate resolution and maintain user satisfaction; provide solutions or escalate to appropriate teams and leadership as needed.
• Maintain inventory, tools, and media necessary for the delivery of IT/AV support services.
• Manage specific applications in support of client computing, including but not limited to system management, Windows and macOS deployment/upgrades, antivirus, and print release.
• Coordinate with staff from NYIT’s ITS departments that support enterprise or network/telecom services and interface with hardware and software vendors and other related third parties as needed.
• Install, maintain, repair, and upgrade hardware, software, peripherals, and other NYIT technology as needed.
• Provide excellent customer service to all members of the NYIT community via a variety of support methods (in-person, telephone, online, and written communication) to achieve exceptional client satisfaction.
• Other duties as needed by the department and defined by the supervisor.

Requirements:

• Bachelor’s Degree in technical field and a minimum of two years relevant experience; additional work experience may be considered in lieu of degree requirement.
• Expert knowledge of current versions of Windows, macOS, MS Office, Google Suite for Education, including the use of Outlook/Exchange in a networked environment; advanced knowledge of PC and Apple hardware/configuration issues desired.
• Hands-on experience with a broad range of hardware, software, AV equipment, and other electronics, including AV control systems such as Extron or Crestron; ability to read/follow technical troubleshooting documentation as required.
• Demonstrated ability to effectively diagnose and resolve hardware/software issues; expert understanding of the inner workings of PCs and related hardware, along with the ability to configure office productivity software, such as MS Office, virus protection software, and email clients required.
• Strong interpersonal and communication skills; ability to establish effective collaborative working relationships at all levels of the University.
• 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.
• Must be detail oriented; possess excellent customer service and problem-solving skills.
• Must possess a high degree of proficiency and integrity relative to information security as well as broad knowledge of applicable data security/privacy practices and laws.
• Able to physically move and install computers, printers, and peripherals in locations that may not have an elevator – up to 50 lbs.
• Ability to work nights and weekends on an as-needed basis is required.

New York Institute of Technology offers numerous opportunities to enhance personal and professional growth and provides employees with a competitive compensation and benefits program inclusive of  generous paid time off, holidays, and retirement plans with employer contributions. 

NYIT Vancouver's diversity ensures enhanced inclusivity, reflects our community, and includes Indigenous peoples, minority communities, immigrants, and persons with disabilities. NYIT strives to build a strong foundation for meaningful reconciliation and support a respectful diverse workforce.

Preference will be given to candidates who reside in the Greater Vancouver Area.

In compliance with local legislation as well as to provide greater transparency to candidates, the annual base salary range for this position is listed. New York Tech considers factors such as (but not limited to) scope and responsibilities of the position, candidate experience/expertise, education/training, key skills, geographic location, internal peer equity as well as market, organizational considerations and/or applicable collective bargaining agreement when extending an offer.