JOB DESCRIPTION

Help Desk Technician (Full-time)

The Help Desk Technician responds to the College's Help Desk activities and performs a variety of complex tasks, including level 1 and level 2 Help Desk Support. The Help Desk Technician is one of several staff members responsible to cover the Help Desk from 8:00 AM - 10 PM M-F and Saturdays as needed, with staggering schedules. The specific hours for this position are M-F 11:00 AM - 7:00 PM. They are also critical in covering classroom support for both the School for Children and Graduate School classrooms. Reporting to the Director of Infrastructure and Service Delivery, the Help Desk Technician must function within the service-oriented culture of IT and, in particular, the Help Desk.

Scheduled Hours: Monday-Friday 11:00 AM - 7:00 PM

Responsibilities:

Manage the ticket queue for IT, as well as respond to Help Desk tickets from problem-diagnosis through resolution and customer follow-up

Install/Support classroom technologies, Projectors, Eno and Smartboard, and other AV equipment

Image, update and maintain PC/MAC computers

Manage the technical assets inventory

Support and maintain telecommunications infrastructure

Provide 1st line support (password resets, access, general usage questions) for common applications used at the college including: Google Apps, Canvas, Zoom, Microsoft Apps.

Provide and/or coordinate technical and audio support for community events in the auditorium

Other projects and duties as requested

Education and/or Experience:

Bachelor degree in computer science preferred, or equivalent in education and training. Experience in higher education is a plus.

Qualifications:

The Help Desk Technician will rely on previous experience and judgment to plan and accomplish goals. The incumbent will be encouraged to engage in collaborative efforts to improve and refine Help Desk protocol and systems with the goal of enhancing support that meets the needs of the College.

• Basic-to-intermediate PBX and telecommunications knowledge
• Ability to multi-task projects and work-load efficiently
• Keen attention to detail
• Ability to prioritize in a fast-paced, high-demand environment
• Highly self-motivated, directed and flexible
• Eager and willing to learn new technologies
• Excellent interpersonal skills and the ability to communicate effectively with diverse audiences
• Strong customer service skills

Start Date: 7/1/24

Salary: $55,000.00/year

ABOUT US

Bank Street is a leader in education, a pioneer in improving the quality of classroom practice, and a national advocate for children and their families.

Since its beginnings in 1916, Bank Street has been at the forefront of understanding how children learn and grow. From early childhood centers and schools to hospitals and museums, Bank Street has built a national reputation on the simple fact that our graduates know how to do the work that is right for children.

At Bank Street's Graduate School of Education, students are trained in a model that combines the study of human development, learning theory, and sustained clinical placement to promote significant development as a teacher prior to graduation. Our children's programs-Bank Street School for Children, Family Center, Bank Street Head Start, and Liberty LEADS-foster children's development in the broadest sense by providing diverse opportunities for social, emotional, cognitive, and physical growth. The Bank Street Education Center disrupts inequity through system-level change to help design better educational experiences for both children and adults. The College further supports and influences positive outcomes for children every day through professional development programs, research projects, and other key efforts engaging educators, intermediary organizations, and government officials at the district, state, and federal levels.

Minimum Salary: 55000.00 Maximum Salary: 16 Salary Unit: Yearly