IT Assistant, Level 2 - Desktop Support

New York City, New York (Manhattan) County
Mar 28, 2014
Administrative Jobs
Technology, IT Support & Training
The City University of New York (CUNY) is the nation''s leading urban public university serving more than 480,000 students in a wide range of educational programs at 24 colleges and institutions in New York City.
Job ID: 10399

Regular/Temporary: Regular


I.T. Assistants perform entry-level professional work in technology-related disciplines.  While areas of specialization vary, typically I.T. Assistants work in areas such as development/programming, communications, technical support, or similar based on the needs of the Information Technology area to which they report.  Work tasks include resolving minor technology problems, monitoring activities, and maintaining documentation.  They have latitude for independent initiative and judgment, under supervision.
This job is in CUNY's Classified Civil Service.  The full specification is available on our web site at


IT Assistant




Under the direction of the Client Services manager, the IT Assistant will perform tier 2 & 3 desktop support to both Windows and Mac end-users.  He/she will work with other OIT teams where appropriate in providing resolution to all IT support issues.  In this capacity he/she will also serve as a lead person for CUNYfirst technical support and the streamline technology support center.  The position also requires interaction with faculty, staff and administrators, as well as fellow OIT members to enhance services provided by the OIT.  Qualities required for the position include independent analysis, great communication, strong technical analysis, and problem solving skills.

The scope of this position includes but is not limited to the following: 
- Assist in planning the installation of computers and network equipment for the purpose of meeting the technology needs of the college.
- Serve as lead person for migrating the OIT and administrator offices into the new Active Directory infrastructure.
- Become the assistant team leader in the migration of Windows XP to Windows 7 and/or 8 environment.
- Assist in the deployment of new computers for faculty and staff to meet the CUNYfirst equipment specification.
- Respond to IT incidents and requests received from SysAid service desk tickets escalated by the Tier 1 Service Desk.
- Maintain an inventory of all Client Services IT resources.
- Support the college's Windows and Mac OS-X desktop computers, laptops, and other equipment.
- Troubleshoot software application problems (e.g. Matlab, Microsoft Office, SPSS, and SAS) and create support documentation for problem resolution and instructional materials for users.
- Develop and maintain a system (knowledge base, incident logs) to track historical support requests in order expedite the resolution of contemporaneous IT support problems.
- Maintain an understanding of basic network protocols and ways to debug network connectivity and troubleshoot basic network connectivity problems.
- Install and upgrade computer system security measures, including deploying malware and encryption protection.
- Standardize and maintain up-to-date Windows and Macintosh workstation images to ensure functionality, compatibility, and security of faculty, staff, and lab computers deployed by Client Support Services.
- Maintain standards for safety and the proper use of equipment and tools.
- Maintain detailed inventory of computing equipment and associated devices.


1.High School Diploma, G.E.D., or equivalent
2.A minimum of six months of full-time experience in a computer or technology-related position.  Experience that is more than 20 hours per week and less than 35 hours per week may be counted at 50% of the requirement (i.e., two months of part time experience equal to one month full time experience)
3.Additional experience and/or education that can be met by ONE of the following:  An additional three years and six months of full-time work experience in a computer or technology-related position; an Associate's degree plus 18 months of full-time work experience in a computer or technology-related position; or a Bachelor's degree from an accredited institution
4.Demonstrated English Language proficiency
5.A Motor Vehicle Driver's license, valid in New York State, may be required for some, but not all positions.
This title has three levels.  To qualify for Levels 2 and 3, additional qualifications, such as education, experience, or certification relevant to the area of specialization are required.


Extensive experience in and knowledge of the principles of hardware, software, and network troubleshooting for email and anti-virus applications preferred.


New Hire:  $46,704*
Incumbent:  $52,776
*This amount reflects a 13% salary suppression in effect for the first 24 months of employment only.


CUNY offers a comprehensive benefits package to employees and eligible dependents based on job title and classification. Employees are also offered pension and Tax-Deferred Savings Plans.  Part-time employees must meet a weekly or semester work hour criteria to be eligible for health benefits. Health benefits are also extended to retirees who meet the eligibility criteria.


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April 10, 2014


CUNY Job Posting: Information Technology/Technical


We are committed to enhancing our diverse academic community by actively encouraging people with disabilities, minorities, veterans, and women to apply.  We take pride in our pluralistic community and continue to seek excellence through diversity and inclusion. EO/AA Employer.PI74824865