Edtech.com's Summary

Yeshiva University is hiring a Technical Support Specialist to support the University's technology environment, diagnosing and resolving end-user issues remotely and on-site. The role provides Tier 1 and Tier 2 support for faculty, staff, and students, including classroom and event technology, desktop hardware/software, and core productivity tools, while delivering user training and maintaining documentation aligned with University security standards. This is a full-time, on-site role based in New York, NY, paying $65,000-$70,000 per year.

Provide Tier 1 and Tier 2 Service Desk support for faculty, staff, and students across virtual and physical desktops.
Troubleshoot and support Microsoft Office/Office 365, including account and access issues.
Provide classroom technology support, including hardware, software, and audio/visual needs.
Set up, operate, and support A/V and computer equipment for meetings and events, including evening/weekend coverage.
Maintain and support the phone system in a VoIP environment.
Follow security standards and policies, including anti-virus, patching, firewall, and data security best practices.
Test and evaluate software, hardware, and peripherals for compatibility, reliability, and performance.
Document, track, and communicate incident and request status and resolution in ServiceNow.
2+ years of hands-on technical support experience and 2+ years of AV support experience for live events required.
Associate's degree in IT, Computer Science, or a related field (or equivalent experience) required.

Technical Support Specialist Full Description

Position Summary
The Technical Support Specialist supports Yeshiva University's technology environment by diagnosing and resolving end-user issues remotely and on-site. This role provides Tier 1 and Tier 2 support for faculty, staff, and students, including classroom and event technology, desktop hardware/software, and core productivity tools. The Specialist also delivers user training, maintains documentation, and follows University security standards. This is an on-site position.

Position Responsibilities

Provide Tier 1 and Tier 2 Service Desk support for University faculty, staff, and students (virtual and physical desktops).
Troubleshoot and support Microsoft Office/Office 365 and provide access support as needed.
Create, update, and maintain user accounts and related access, such as directory services.
Provide classroom technology support, including hardware, software, and audio/visual (A/V) needs.
Set up, operate, and support A/V and computer equipment for meetings and events across campuses, including evening/weekend coverage as required.
Maintain and support the phone system in a VoIP environment; resolve client issues as they arise.
Follow and support security standards and policies, including anti-virus, patching, firewall, and data security best practices.
Implement desktop standards and best practices and contribute to the Service Desk knowledge base.
Test and evaluate software, operating systems, hardware, and peripherals for compatibility, reliability, and performance.
Document, track, and communicate incident/request status and resolution in ServiceNow.
Create and maintain documentation for operational processes and continuous improvement.
Provide technical guidance and training to users and peers upon request.

Experience & Education Background

2+ years of experience providing hands-on technical support (help desk/service desk), including Tier 1 and Tier 2 troubleshooting.
2+ years of audio-visual experience supporting live events, including setup, operation, and troubleshooting.
Experience supporting Windows and macOS endpoints, peripherals, and common productivity applications.
Experience supporting Microsoft 365, including account/access troubleshooting.
Experience using an ITSM ticketing system (e.g., ServiceNow) to document, prioritize, and communicate incident/request status.
Associate's degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.

Skills & Competencies

Strong troubleshooting skills with a structured approach (identify, isolate, resolve, document).
Customer service mindset with the ability to communicate technical concepts to non-technical users.
Proficiency supporting Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, and Office apps).
Ability to support classroom technology and A/V systems (projectors, microphones, conferencing, codecs, and presentation systems).
Working knowledge of identity and access concepts and endpoint security practices.
Reliability and schedule flexibility to support evening/weekend events as required.

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Technical Support Specialist

Edtech.com's Summary

Technical Support Specialist Full Description

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