As a member of the SOM-IT Client Services Team, provide technical computer assistance to SOM faculty, staff and students which includes problem recognition, research, isolation, resolution and follow-up. Requires experience and understanding of computing systems and networking applications. Involves the use of help desk incident tracking system and system monitoring tools. Monitor and respond quickly and effectively to requests received through the Help Desk channels (walk-up, telephone based and email). Monitor service desk for tickets assigned to the IT queue and process per documented procedures. Provide tier 1 assistance to end-users related to computer and or networking problems, and services and procedures within SOM Community. Troubleshoot user problems with computer hardware, software, and networking. Analyze and resolve user problems, prepare documentation, and informational materials for non-technical users. Research and analyze software and network problems and recommend solutions or resolve independently. Ability to solve technical problems and only escalate problems of a complex nature. Work as part of an integrated SOMIT team and with other Yale personnel within a multi-vendor multi-platform environment. Share knowledge with SOMIT team. Assist in IT training programs for the user community. Responds to emergency calls and routine calls. Analyzes problems to determine if a technician site visit is required. Creates work order and follow-ups on technician visit to ensure resolution. Documents all reported problems. Provides technical expertise and consultation in researching, analyzing and implementing hardware and software solutions of varying scope: from one user to all users. Act as project leader for assigned IT projects with minimal supervision. Provide project consultation and recommendations to IT management as well as end-user departments. Manage assigned project tasks to ensure timely and high quality outcomes. Provide regular status reports on assigned projects to inform the process of establishing institutional priorities for school-wide technology projects. Participate in the planning and design of new services and procedures. Collaborate with members of the SOM community on various projects, including system services and networking. Completes and documents technical projects such as the testing of hardware and software products. Interact with faculty, staff and students; and interdepartmental personnel at all levels to provide support and education. Interact with external contacts to purchase equipment, resolve problems and obtain assistance and to compare institutional operations. Assist in IT purchasing and procurement needs for the SOM community. Interact with external and internal vendors. Assists users in maintaining their desktop computing environment. Recommends supported software applications operating systems to end-users. Assists in the maintenance of a knowledge database. Maintains equipment inventories. Work with IT management to develop standards and policies. Review all processes and obtain feedback. Act on feedback to improve processes. Provide support for instructional technology within the SOM community. Other duties as assigned.
Posting Position Title: IT Support Technician 1
University Job Title: IT Support Tech Sch of Management
Work Week: Standard (M-F equal number of hours per day)
Required Skill/ability 1: Solid foundation and hands on experience with Windows and Apple hardware; Mac OS X, Windows 7 through Windows 10; iPad, iPhone, and Android-enabled devices, troubleshooting of miscellaneous hardware problems, standard application packages (Microsoft Office productivity tools and standard electronic mail packages).
Required Skill/ability 2: Excellent interpersonal skills and superior customer service orientation. Proven ability and drive to provide excellent customer service experience in a Help Desk environment/capacity. Exceptional oral and written communication skills, well organized, and detail-oriented.
Required Skill/ability 3: Team player with ability to work collegially with peers and colleagues. References must indicate reliable attendance and punctuality, ability to communicate effectively and tactfully, ability to organize and prioritize own work, and the ability to work effectively with others in a team setting.
Required Skill/ability 4: Ability to work in a fast-paced and changing environment. Proven ability to address production or operational problems with a sense of urgency, ability to quickly make diagnosis and establish rapport with clients.
Required Skill/ability 5: Flexible schedule: Must be able to cover flexible Help Desk hours, occasional weekend and weeknight events.
Preferred Education, Experience and Skills: Prefer some experience with instructional technology systems. Preferred Licenses or Certifications: One of the following certifications: A+, Network+, Microsoft, Apple/Mac. Global orientation; experience working across countries and regions, and fluency in more than one language.
Required Licenses Or Certifications:
Six years of related experience, four of them in the same job family at the next lower level, and a high school level education; or four years related experience and an Associate's degree; or little or no work experience and a Bachelor degree in a related field; or an equivalent combination of experience and education.
Yale University is an American private Ivy League research university located in New Haven, Connecticut. Founded in 1701 in the Colony of Connecticut, the university is the third-oldest institution of higher education in the United States.
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