IT Associate, Level 2 - Service Desk

New York City, New York (Manhattan) County
Apr 06, 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: 10396

Regular/Temporary: Regular


I.T. Associates perform moderately complex professional work in technology-related disciplines.  While areas of specialization vary, typically I.T. Associates work in areas such as development/programming, communications, technical support, or similar functions depending on the needs of the Information Technology area to which they report.  Work tasks include resolving complex technology problems and serving as a technical resource.   They have considerable latitude for independent initiative and judgment and may have supervisory responsibilities. 
I.T. Associates should demonstrate mastery of one or more technology-related disciplines.
This job is in CUNY's Classified Civil Service.  The full specification is available on our web site at


IT Associate




Under the direction of the Director of Client Support Services and Information Security Office, the candidate will be responsible for administering the day-to-day OIT Service Desk operations.  The candidate will develop and establish phone/ticket escalation processes to ensure free flowing escalation and information within the organization by ticketing service requests and incidents and escalating problem and change management issues to appropriate IT service areas.  He/she will determine the root cause of issues and communicate appropriately to internal and external clients. The applicant will also develop service desk staff and resources to meet high standards of service delivery in accord with ITIL v3. Identify and manage service improvement opportunities. Ensure continuous service improvement is embedded in the culture and working practices of the Service Desk. The position requires independent analysis, strong customer service, and excellent communication and problem-solving skills. 

The scope of this position includes, but is not limited to, the following: 
- Provide leadership, vision, innovation and quality assurance to drive and improve service desk performance.
- Advise management on situations that may require additional client support or escalation.
- Establish and maintain the Service Catalog and ensure relevant Service Level Agreements (SLAs) are in place, managed, monitored, and reported on and communicated to customers.
- Develop effective and workable Service Desk incident management, follow-up, and quality assurance procedures  for IT support in the organization.
- Collaborate with technicians and clients to develop and maintain training material for support staff.
- Prepare, document, update, and regularly test Service Desk continuity plans and ensure coordination with overall IT continuity plan, especially for outages and emergencies.
- Continuously develop SysAid Service Desk module interface development.
- Generate management and service desk metrics reports to continuously refine Service Desk operations.
- Provide data and reporting of Key Performance Indicators (KPI) and trends to IT departments and others in ad-hoc, weekly, monthly and as needed.
- Work to make Service Desk a highly reliable service delivery channel for IT.
- Monitor and manage phone queue (participating in escalated calls as needed).
- Oversee solutions repository (knowledge-base, ticketing scripts, training materials, etc.) to ensure top quality solutions are available to the staff.
- Manage training and staff development.
- Conduct Training for the staff ( currently ongoing ), in regards to Policies and Procedures.
- Provide CUNY portal support - Level I and Level II.
- Provide CUNYfirst CRM support - Level I.
- Provide CUNY Blackboard support - Level I and Level II.
- Provide CCNY CityMail support - Level I and some Level II
- Provide CCNY Pelican Mail support - Level I and some Level II.
- Escalate CUNY Portal / Blackboard support issues ( Level III ) to CUNY CIS.
- Active Directory (AD) password reset.
- Create guest access on AD.
- Configure email on end users mobile/smart devices (i.e.: phone, tablets, eReaders like kindle/nook).
- Coordinate IT technical support training with other OIT units (e.g. client services, networking, server operations, email, etc.).
- Maintain and enforce Service Desk standard operating procedures and processes.
- Service Catalog maintenance.
- Service Level Agreement enforcement.
- Service Desk script maintenance.
- Enforce ticketing protocols.
- Knowledge base (and, eventually, web portal) maintenance.


1.High School Diploma, G.E.D., or equivalent
2.An equivalent of seven years of experience post-high school that can be met by one of the following: seven years of full-time work experience in a computer or technology related position; an Associate's degree plus five years of full-time work experience in a computer or technology-related position; a Bachelor's degree from an accredited institution plus three years of full-time work experience in a computer or technology-related position
3.Demonstrated English Language proficiency
4.A Motor Vehicle Driver's license, valid in New York State, may be required for some, but not all positions.
This job 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.




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 20, 2014


CUNY Job Posting: Information Technology/Technical


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