Overview
USD 31.05 per hour
Full Time
Skills
System Monitoring
Service Desk
Tier 1
Technical Training
Supervision
Management
Status Reports
Collaboration
Purchasing
Procurement
IT Management
OS X
Microsoft Windows 7
Microsoft Operating Systems
Microsoft Windows
iPad
iPhone
Android
Software Packaging
Microsoft Office
Productivity
Customer Service
Communication
Organized
Attention To Detail
Educational Technology
Technical Support
Help Desk
Computer Networking
Network
Finance
UPS
Operating Systems
Database
Research
Information Systems
Documentation
Training
Computer Hardware
Regulatory Compliance
Information Technology
Policies and Procedures
Screening
Testing
Recruiting
Law
Accessibility
Job Details
Working at Yale means contributing to a better tomorrow. Whether you are a current resident of our New Haven-based community- eligible for opportunities through the New Haven Hiring Initiative or a newcomer, interested in exploring all that Yale has to offer, your talents and contributions are welcome. Discover your opportunities at Yale!
Hourly Range
31.05
Overview
As a member of the SOM-IT Client Services Team, provide technical computer assistance to SOM faculty, staff and students which includes problem recognition, research, isolation, resolution and follow-up. Requires experience and understanding of computing systems and networking applications. Involves the use of help desk incident tracking system and system monitoring tools. Essential Duties will call for incumbent to: Monitor and respond quickly and effectively to requests received through the Help Desk channels (walk-up, telephone based and email). Monitor service desk for tickets assigned to the IT queue and process per documented procedures. Provide tier 1 assistance to end-users related to computer and or networking problems, and services and procedures within SOM Community. Troubleshoot user problems with computer hardware, software, and networking. Analyze and resolve user problems, prepare documentation, and informational materials for non-technical users. Research and analyze software and network problems and recommend solutions or resolve independently. Ability to solve technical problems and only escalate problems of a complex nature. Work as part of an integrated SOMIT team and with other Yale personnel within a multi-vendor multi-platform environment. Share knowledge with SOMIT team. Assist in IT training programs for the user community. Responds to emergency calls and routine calls. Analyzes problems to determine if a technician site visit is required. Creates work order and follow-ups on technician visit to ensure resolution. Documents all reported problems. Provides technical expertise and consultation in researching, analyzing and implementing hardware and software solutions of varying scope: from one user to all users. Act as project leader for assigned IT projects with minimal supervision. Provide project consultation and recommendations to IT management as well as end-user departments. Manage assigned project tasks to ensure timely and high quality outcomes. Provide regular status reports on assigned projects to inform the process of establishing institutional priorities for school-wide technology projects. Participate in the planning and design of new services and procedures. Collaborate with members of the SOM Community on various projects, including system services and networking. Completes and documents technical projects such as the testing of hardware and software products. Interact with faculty, staff and students; and interdepartmental personnel at all levels to provide support and education. Interact with external contacts to purchase equipment, resolve problems and obtain assistance and to compare institutional operations. Assist in IT purchasing and procurement needs for the SOM community. Interact with external and internal vendors. Assists users in maintaining their desktop computing environment. Recommends supported software applications operating systems to end-users. Assists in the maintenance of a knowledge database. Maintains equipment inventories. Work with IT management to develop standards and policies. Review all processes and obtain feedback. Act on feedback to improve processes. Provide support for instructional technology within the SOM Community. Other duties as assigned. Please note that the Principal Responsibilities are generic and may include information that is not pertinent to this specific position.
Required Skills and Abilities
1. Solid foundation and hands-on expertise with Windows and Apple hardware, Mac OS X, Windows 7 through Windows 10, iPad, iPhone, and Android-enabled devices as well as troubleshooting of miscellaneous hardware problems and standard application packages (Microsoft Office productivity tools and standard electronic mail packages).
2. Excellent interpersonal skills and superior customer service orientation. Proven ability and drive to provide excellent customer service. Customer service ability in a Help Desk environment/capacity. Exceptional oral and written communication skills, well organized and detail-oriented.
3. Team player with ability to work collegially with peers and colleagues. References indicating reliability with regards to attendance and punctuality, ability to communicate effectively and tactfully, ability to organize and prioritize own work, and the ability to work effectively with others in a team setting.
4. Ability to work in a fast-paced and changing environment. Proven ability to address production or operational problems with a sense of urgency, ability to quickly make diagnosis and establish rapport with clients.
5. Ability to cover flexible Help Desk hours, occasional weekend and weeknight events.
Preferred Education, Experience and Skills
Some experience with instructional technology systems.
Principal Responsibilities
1. Provides telephone based and email computer support at the ITS Help Desk. Provides assistance to end-users related to computer and or networking problems, and services and procedures within Yale University. 2. Troubleshoots computing related problems. Identifies and analyzes all software, hardware, and network-related issues, recommend solutions and assist user with resolution. Escalates problems of a complex nature as needed. 3. Provides functional support for University financial and administrative applications, including both a detailed understanding of how the applications function and of how to use them consistent with Yale's financial and administrative policies and procedures. Exercises judgment to escalate functional issues of a complex nature as needed. 4. Responds to emergency calls and routine calls. Analyzes problems to determine if a technician site visit is required. Creates work order and follow-ups on technician visit to ensure resolution. Documents all reported problems. 5. Evaluates user applications and operating system to allow for maintenance. Provides consultation on systems related problems and recommendations regarding systems and equipment to end-users; provides support, information and consulting services to faculty, staff and students. 6. Assists users in maintaining their desktop computing environment. Recommends supported software applications operating systems to end-users. Assists in the maintenance of a knowledge database. Maintains equipment inventories. 7. Applies understanding and knowledge of information systems products and services to assist internal users. Identifies, investigates and researches user questions and problems as well as recognize, research, isolate and resolve information systems problems. 8. Helps identify skill level and recommends training courses for users. Assists in developing documentation and /or related material for training. 9. Acts as liaison between end-user and departments. 10. Provide coverage for ITS Client Accounts including accounts and access creation, modification, maintenance and deletion 11. Completes and documents technical projects such as the testing of hardware and software products. 12. Assures compliance with University required security and information technology policies and procedures.
Required Education and Experience
Six years of related experience, four of them in the same job family at the next lower level, and a high school level education; or four years related experience and an Associate's degree; or little or no work experience and a Bachelor degree in a related field; or an equivalent combination of experience and education.
Background Check Requirements
All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.
Health Requirements
Certain positions have associated health requirements based on specific job responsibilities. These may include vaccinations, tests, or examinations, as required by law, regulation, or university policy.
Posting Disclaimer
The hiring rate of a role is determined in accordance with the provisions outlined in the respective collective bargaining agreement.
The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the position. Employees will be assigned specific job-related duties through their hiring department.
The University is committed to basing judgments concerning the admission, education, and employment of individuals upon their qualifications and abilities and seeks to attract to its faculty, staff, and student body qualified persons from a broad range of backgrounds and perspectives. In accordance with this policy and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual's sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.
Inquiries concerning Yale's Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).
Note
Yale University is a tobacco-free campus.
Hourly Range
31.05
Overview
As a member of the SOM-IT Client Services Team, provide technical computer assistance to SOM faculty, staff and students which includes problem recognition, research, isolation, resolution and follow-up. Requires experience and understanding of computing systems and networking applications. Involves the use of help desk incident tracking system and system monitoring tools. Essential Duties will call for incumbent to: Monitor and respond quickly and effectively to requests received through the Help Desk channels (walk-up, telephone based and email). Monitor service desk for tickets assigned to the IT queue and process per documented procedures. Provide tier 1 assistance to end-users related to computer and or networking problems, and services and procedures within SOM Community. Troubleshoot user problems with computer hardware, software, and networking. Analyze and resolve user problems, prepare documentation, and informational materials for non-technical users. Research and analyze software and network problems and recommend solutions or resolve independently. Ability to solve technical problems and only escalate problems of a complex nature. Work as part of an integrated SOMIT team and with other Yale personnel within a multi-vendor multi-platform environment. Share knowledge with SOMIT team. Assist in IT training programs for the user community. Responds to emergency calls and routine calls. Analyzes problems to determine if a technician site visit is required. Creates work order and follow-ups on technician visit to ensure resolution. Documents all reported problems. Provides technical expertise and consultation in researching, analyzing and implementing hardware and software solutions of varying scope: from one user to all users. Act as project leader for assigned IT projects with minimal supervision. Provide project consultation and recommendations to IT management as well as end-user departments. Manage assigned project tasks to ensure timely and high quality outcomes. Provide regular status reports on assigned projects to inform the process of establishing institutional priorities for school-wide technology projects. Participate in the planning and design of new services and procedures. Collaborate with members of the SOM Community on various projects, including system services and networking. Completes and documents technical projects such as the testing of hardware and software products. Interact with faculty, staff and students; and interdepartmental personnel at all levels to provide support and education. Interact with external contacts to purchase equipment, resolve problems and obtain assistance and to compare institutional operations. Assist in IT purchasing and procurement needs for the SOM community. Interact with external and internal vendors. Assists users in maintaining their desktop computing environment. Recommends supported software applications operating systems to end-users. Assists in the maintenance of a knowledge database. Maintains equipment inventories. Work with IT management to develop standards and policies. Review all processes and obtain feedback. Act on feedback to improve processes. Provide support for instructional technology within the SOM Community. Other duties as assigned. Please note that the Principal Responsibilities are generic and may include information that is not pertinent to this specific position.
Required Skills and Abilities
1. Solid foundation and hands-on expertise with Windows and Apple hardware, Mac OS X, Windows 7 through Windows 10, iPad, iPhone, and Android-enabled devices as well as troubleshooting of miscellaneous hardware problems and standard application packages (Microsoft Office productivity tools and standard electronic mail packages).
2. Excellent interpersonal skills and superior customer service orientation. Proven ability and drive to provide excellent customer service. Customer service ability in a Help Desk environment/capacity. Exceptional oral and written communication skills, well organized and detail-oriented.
3. Team player with ability to work collegially with peers and colleagues. References indicating reliability with regards to attendance and punctuality, ability to communicate effectively and tactfully, ability to organize and prioritize own work, and the ability to work effectively with others in a team setting.
4. Ability to work in a fast-paced and changing environment. Proven ability to address production or operational problems with a sense of urgency, ability to quickly make diagnosis and establish rapport with clients.
5. Ability to cover flexible Help Desk hours, occasional weekend and weeknight events.
Preferred Education, Experience and Skills
Some experience with instructional technology systems.
Principal Responsibilities
1. Provides telephone based and email computer support at the ITS Help Desk. Provides assistance to end-users related to computer and or networking problems, and services and procedures within Yale University. 2. Troubleshoots computing related problems. Identifies and analyzes all software, hardware, and network-related issues, recommend solutions and assist user with resolution. Escalates problems of a complex nature as needed. 3. Provides functional support for University financial and administrative applications, including both a detailed understanding of how the applications function and of how to use them consistent with Yale's financial and administrative policies and procedures. Exercises judgment to escalate functional issues of a complex nature as needed. 4. Responds to emergency calls and routine calls. Analyzes problems to determine if a technician site visit is required. Creates work order and follow-ups on technician visit to ensure resolution. Documents all reported problems. 5. Evaluates user applications and operating system to allow for maintenance. Provides consultation on systems related problems and recommendations regarding systems and equipment to end-users; provides support, information and consulting services to faculty, staff and students. 6. Assists users in maintaining their desktop computing environment. Recommends supported software applications operating systems to end-users. Assists in the maintenance of a knowledge database. Maintains equipment inventories. 7. Applies understanding and knowledge of information systems products and services to assist internal users. Identifies, investigates and researches user questions and problems as well as recognize, research, isolate and resolve information systems problems. 8. Helps identify skill level and recommends training courses for users. Assists in developing documentation and /or related material for training. 9. Acts as liaison between end-user and departments. 10. Provide coverage for ITS Client Accounts including accounts and access creation, modification, maintenance and deletion 11. Completes and documents technical projects such as the testing of hardware and software products. 12. Assures compliance with University required security and information technology policies and procedures.
Required Education and Experience
Six years of related experience, four of them in the same job family at the next lower level, and a high school level education; or four years related experience and an Associate's degree; or little or no work experience and a Bachelor degree in a related field; or an equivalent combination of experience and education.
Background Check Requirements
All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.
Health Requirements
Certain positions have associated health requirements based on specific job responsibilities. These may include vaccinations, tests, or examinations, as required by law, regulation, or university policy.
Posting Disclaimer
The hiring rate of a role is determined in accordance with the provisions outlined in the respective collective bargaining agreement.
The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the position. Employees will be assigned specific job-related duties through their hiring department.
The University is committed to basing judgments concerning the admission, education, and employment of individuals upon their qualifications and abilities and seeks to attract to its faculty, staff, and student body qualified persons from a broad range of backgrounds and perspectives. In accordance with this policy and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual's sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.
Inquiries concerning Yale's Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).
Note
Yale University is a tobacco-free campus.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.