Technical Support Specialist

The Technical Support Specialist delivers Tier 1 and Tier 2 end-user assistance to faculty, staff, and students at Yeshiva University. This role supports remote and onsite users, including classroom and event technology, desktop environments, productivity tools, and documentation practices aligned with established security standards.

Role Responsibilities

• Provide Tier 1 and Tier 2 Service Desk support for University faculty, staff, and students across virtual and physical desktop environments.
• Troubleshoot and support Microsoft Office and Office 365, including access-related support as needed.
• Create, update, and maintain user accounts and related access, including directory services.
• Support classroom technology, covering required hardware, software, and audio visual (A/V) needs.
• Set up, operate, and support A/V and computer equipment for meetings and events across campuses, with evening and weekend coverage as required.
• Maintain and support phone systems in a VoIP environment and 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 to confirm compatibility, reliability, and performance.
• Respond to client inquiries in a timely manner and escalate issues appropriately when needed.
• Maintain a high level of customer service consistent with University competencies.
• Document, track, and communicate incident and request status and resolution in ServiceNow, including updates based on priority.
• Create and maintain documentation for operational processes and continuous improvement.
• Provide technical guidance and training to users and peers upon request.
• Coordinate and communicate effectively with other team members and partner groups.
• Perform other duties as assigned.

Required Qualifications

• 2+ years of hands-on technical support experience in a help desk or service desk environment, 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 Office/Office 365), including account and access troubleshooting.
• Experience using an ITSM ticketing system (such as ServiceNow) to document, prioritize, and communicate incident and request status.
• Associate’s degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.

Technologies and Tools

• Microsoft Office, Office 365, Microsoft 365
• ServiceNow
• VoIP
• Windows, macOS
• Outlook, Teams, OneDrive, SharePoint
• A/V systems, projectors, microphones, conferencing, codecs, presentation systems
• Directory services
• Anti-virus, patching, firewall

Location

New York, NY (onsite)

Experience

Minimum 2 years

Salary

USD 65,000 - 700,000 per yearly