Help Desk Specialist/College Assistant (Day/Evening/Weekend)

Position: Help Desk Specialist/College Assistant (Day/Evening/Weekend)

Internal Posting

Support Staff

PVN #: IS-24-15

Closing Date: Open until filled

Department: CUNY School of Professional Studies

 

The CUNY School of Professional Studies:

The School of Professional Studies of the City University of New York (CUNY SPS) has launched sixteen degrees: ten bachelor's degrees open to students with 24 or more college credits who wish to complete their undergraduate studies, and six master's degrees, with more programs currently in development. CUNY SPS leads the University in developing and operating online degree programs, and trains faculty throughout CUNY in online instruction. CUNY SPS is also the home of the Joseph S. Murphy Institute for Worker Education and Labor Studies, which offers higher education programs for working adults and union members, and serves as a nationally-recognized center for scholarship and resources for labor, academic, and community leaders seeking a deeper understanding of labor and urban issues.

This position will assist the CUNY SPS Office of Faculty Development and Instructional Design in ensuring that online course materials meet accessibility standards. The successful candidate will have the opportunity to be trained in course accessibility and universal design principles.

Duties and Responsibilities:

SPS is seeking a highly motivated, self-starter to operate its Help Desk.  The candidate will be assigned to a floating work schedule (which will include a combination of weekday, evening and weekend shifts).

 

Reporting to the Assistant Director of User Support, the College Assistant/Help Desk Specialist will:

 

-Provide technical assistance to CUNY School of Professional Studies (SPS) students, faculty, staff, and program participants.  Answer technical questions or respond to technology issues reported by users (involving interaction in person, by telephone, online chat, email, etc).

-Assist in diagnosing, troubleshooting and resolving technology related issues related to the School’s instance of Blackboard, electronic mail accounts, and other University related system issues.

-Provide technical support to the SPS Inquiry, Admissions and Advisement Center and other credit and non-credit programs offered by the School.

-Assist in identifying, prioritizing, and resolving technical problems relating to all SPS programs and initiatives.  Communicate resolution of problems to users in a timely manner.

-Provide reports, analysis and recommendations as necessary. Utilize online software to create, log, and track Help Desk tickets.

-Other duties as assigned.

 

Qualifications:

  • High school diploma/GED

 

Preferred Qualifications:

-Bachelor degree or equivalent of a minimum two years’ experience in Help Desk or Call Center support highly desired.

-Proficiency in Microsoft Windows, Mac OS X, web-enabled communication and Microsoft Office.

-Experience in Blackboard, E-Sims, CUNY Portal, CUNYFirst, registration systems and CRM systems.

-Familiarity with Smart Board technology, computer lab management and active directory experience is a plus.

-Strong communication and negotiation skills as well as the ability to work collaboratively.

-Energetic, well organized and patient with a blend of technical and analytical skills, initiative, and independence.

-Ability to prioritize, establish and meet goals and milestones, including the ability to make judgment calls and to respond tactfully in all situations.

-Ability to work well under pressure and handle stressful situations.

-Ability to work in a fast-paced, team-based, and customer service-oriented environment.

-Strong verbal and written communication skills.

 

Salary Range:  $15.00 – $19.00 per hour depending on qualifications and experience.

 

Hours:  20 hours per week

 

Please send cover letter, resume, and contact information of three (3) professional references to:

 

CUNY SPS Help Desk Specialist/College Assistant Search

 

Help Desk Specialist Posting

Information Technology Department

CUNY School of Professional Studies

119 West 31st Street, 3rd Floor

New York, NY 10001

HDPosting@sps.cuny.edu

 

An Equal Opportunity/Affirmative Action/IRCA/Americans with Disabilities Act Employer:

http://www.gc.cuny.edu/About-the-GC/Administrative-Services/Compliance-and-Diversity

The School of Professional Studies complies with the Clery Act and copies of its annual report on security policies and statistics are available in its Security Office.

Selected applicants must pay fingerprint and filing fees (full-time CUNY students are excluded from fingerprint fee)

All prospective candidates must be able to be certified as eligible to work under the provisions of the Immigration Reform and Control Act.

The School of Professional Studies verifies education and experience statements.