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IT Support Technician

Employer
Hofstra University
Location
Hempstead, NY

Job Details

IT Support TechnicianSchool/Division:Donald and Barbara Zucker School of Medicine at Hofstra/NorthwellOffice:Office of the DeanFull-Time or Part-Time:Full-TimeAbout HofstraHofstra University is a nationally ranked and recognized private university in Hempstead, N.Y. that is the only school to ever host three consecutive presidential debates (2008, 2012 and 2016). At Hofstra, students get the best of both worlds. Our campus is a leafy oasis just a quick train ride away from New York City and all its cultural, recreational and professional opportunities. We offer small classes and personal attention, with the resources, technology and facilities of a large university. Students can choose from more than 160 undergraduate program options and 165 graduate program options in the liberal arts and sciences, education, health professions and human services, the Peter S. Kalikow School of Government, Public Policy and International Affairs, the Fred DeMatteis School of Engineering and Applied Science, the Frank G. Zarb School of Business, the Lawrence Herbert School of Communication, the Maurice A. Deane School of Law, the Hofstra Northwell School of Nursing and Physician Assistant Studies, and the Donald and Barbara Zucker School of Medicine at Hofstra/Northwell. Hofstra University is a dynamic community of more than 11,000 students from around the world who are dedicated to civic engagement, academic excellence and becoming leaders in their communities and their careers.Hofstra University is an equal opportunity employer committed to fostering diversity in its faculty, administrative staff and student body. We especially encourage women, people of color, members of the LGBTQ+ community, veterans and people with disabilities to apply.Description:The IT Support Technician role provides combined classroom technology and desktop support to Zucker School of Medicine faculty, staff and students. This position is a client-facing role requiring exceptional technical and interpersonal skills and reports to the Director, SOM Information Technology. Support for customer will be provided in the form of in-person troubleshooting, email, phone, and remote access resources. The IT Support Technician will 1) be an on-site support contact for classroom and meeting space AV technologies, and 2) be responsible for the intake and resolution of IT problems for educational software tools, cloud applications and hardware-related requests, and 3) follow appropriate call escalation processes to internal/external IT service areas.

Responsibilities include, but are not limited to:

•Performs day-to-day classroom/meeting space system maintenance, problem tracking, and equipment testing tasks for continued functionality of audiovisual components for labs, conference rooms, lecture theatres, and classroom computing environments.
•Maintains efficient IT inventory management system and asset loan policies; manages software updates to loaner laptops and coordinates the purchase of replacing portable audiovisual equipment or wireless peripherals while updating barcodes/labels, as necessary.
•Provides on-site training support for classroom or meeting space technology to faculty, staff, and students, as needed, and updates instructional guides for users.
•Tracks all software and hardware related issues in a timely manner and manages problem resolution or escalation through IT incident tracking system.
•Monitors and manages student printing terminals, including troubleshooting issues with associated student printing software.
•Supports and/or initiates IT/AV-related projects and tasks independently or as assigned by the Director, SOM Information Technology.
•Manages monthly or annual projects, including PC classroom imaging software configuration, updating video conferencing and capture systems, system and device audits, and researching new trends in technologies. The role may also collaborate with other departments for ad-hoc projects.
Qualifications:REQUIRED:
•Bachelor’s degree in computer science, computer engineering, business information systems, or related fields.
•Minimum 4-5 years of practical experience in service-desk environment and end-user support and troubleshooting.
•Extensive experience installing, configuring, maintaining, and supporting software across a wide variety of platforms.
•Demonstrated excellence in customer service, interpersonal, telephone, organizational, oral/written communication, as well as demonstrated problem-solving skills and analytical thinking.
•Excellent time management and project management skills.
•Must have the ability to lift and move light to heavy IT equipment.

PREFERRED:
•Experience with building and maintaining databases in MS Access or similar database management systems.
•Experience in learning and curriculum management tools a plus (Blackboard, Canvas, one45, etc)
•Experience with scripting languages (shell, python) is a plus.
•Experience in an academic environment and in supporting faculty, staff, student, and administrative users is a plus.
Application Instructions:For consideration, please send cover letter and resume to:
School of Medicine Search Committee
somrecruit@hofstra.edu
Voluntary Self-IdentificationAll applicants are invited to complete the three (3) voluntary self-identification formsDeadline:Open until filledDate Posted: 01/11/2022Posting Number: 896727-22

Organization

Working at Hofstra University

Hofstra University is a dynamic private university where students will benefit from large-university resources and thrive within a small college atmosphere.  At Hofstra, students can choose from 155 undergraduate and 170 graduate program options within the Frank G. Zarb School of Business; Hofstra College of Liberal Arts and Sciences: the Peter S. Kalikow School of Government, Public Policy and International Affairs; School of Humanities, Fine and Performing Arts; School of Natural Sciences and Mathematics; the Hofstra Northwell School of Medicine at Hofstra University and Hofstra Northwell School of Graduate Nursing and Physician Assistant Studies at Hofstra University; Hofstra University Continuing Education; Honors College; Lawrence Herbert School of Communication; Maurice A. Deane School of Law; School of Education; School of Engineering and Applied Science; and School of Health Professions and Human Services. Students also benefit from small classes (student-to-faculty ratio of 13-to-1 and an average undergraduate class size of just 21 students), flexible schedules, and close proximity to the cultural and networking aspects of New York City.

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