Support end users across desktop, laptop, and mobile endpoint technologies in an on-site role at Yale University in West Haven, CT 06516. As an IT Support Specialist, you will help maintain a department’s desktop computing environment, keep network-connected devices running smoothly, and provide user training for day-to-day technology. If you enjoy solving technical problems and supporting customers with clear communication, this role offers a structured way to manage incidents, projects, and ongoing system upkeep.

Responsibilities

Manage a client department’s complete desktop computing environment.
Create and maintain departmental organizational units in Active Directory, including analyzing and implementing Group Policy needs.
Maintain computer software by performing proactive site visits and maintaining an inventory of installed operating systems and application software to help ensure versions remain up to date.
Maintain computer hardware and peripherals through device inventory, recommendations for replacement according to guidelines, and coordination with vendors for computer acquisitions.
Install and coordinate repair of a wide variety of computing devices and peripherals on the desktop and attached to the network.
Respond to emergency and routine support requests for core services including email, scheduling, and backup systems, plus client department-specific applications, and document reported problems.
Support clients by training users on the use of their desktop equipment.
Collaborate with others to ensure smooth integration of network and software products.
Analyze, recommend, and implement work-group computing solutions aligned to the client department’s needs.
Train other support technicians.
Complete and document technical projects, including testing of hardware and software products.
May perform other duties as assigned.

Requirements

Exceptional customer service skills with the ability to convey technical information clearly to diverse audiences.
Advanced proficiency with Mac OS and Windows OS, including experience troubleshooting and resolving hardware and software issues.
Strong troubleshooting, critical thinking, and problem-solving skills, with the ability to apply independent judgment.
Strong communication and interpersonal skills, able to work independently and as part of a team.

Preferred Skills and Abilities

Professional experience supporting computers running Windows and Mac OS, and core Microsoft 365 applications.
Certification in CompTIA A+, Microsoft, Apple/Mac, or ITIL.
Experience with ticket management systems and ITIL processes, with the ability to diagnose hardware issues and facilitate repairs.

Technology Focus

Mac OS, Windows OS, Active Directory, Group Policy, Microsoft 365
Email, scheduling, backup systems
CompTIA A+, ITIL, Microsoft, Apple/Mac

Benefits

A general description of the benefits to be offered with this Clerical and Technical position is available at: Yale Benefits.

Required Education and Experience

Eight years of related experience, six of them in the same job family at the next lower level, plus a high school level education; or six years of related experience and an Associates degree; or two years of related work experience and a Bachelor’s degree, or an equivalent combination of education and related experience.

Background Check and Health Requirements

Candidates will be subject to pre-employment background screening, which may include motor vehicle, DOT certification, drug testing, and credit checks based on the position description and job requirements.
Offers are contingent upon successful completion of the background check.
Certain positions may have associated health requirements based on specific job responsibilities, which may include vaccinations, tests, or examinations as required by law, regulation, or university policy.

Note: Yale University is a tobacco-free campus.

IT Support Specialist

Job Description