IT Assistant Level 1 (Provisional)

GENERAL DUTIES

IT Assistants perform entry-level professional work in technology-related disciplines. While areas of specialization vary, typically IT 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 the CUNY website.

CONTRACT TITLE

IT Assistant

FLSA

Non-exempt

CAMPUS SPECIFIC INFORMATION

Kingsborough Community College's Information Technology Services department is seeking a motivated, focused IT Assistant to provide first-line service desk and computer support to the College community. This position assists faculty, staff, and students with routine technology questions and issues and supports the daily setup, operation, and basic troubleshooting of computing equipment and related technology resources.

The IT Assistant will serve as a first point of contact for technology assistance, helping resolve common user issues, maintain accurate ticket and inventory records, assist with computer and peripheral setup, and escalate more complex problems to higher Level or other appropriate IT staff. The position plays an important role in providing timely, courteous, and dependable support across the campus community.

The Provisional IT Assistant Level 1 will report to the Assistant VP for Information Technology or his/her designee.

General Duties

• Provide technical support for faculty, staff, students, and administrative offices.

• Respond to service requests by phone, email, remote support tools, walk-in service, and assigned in-person support visits.

• Troubleshoot and resolve common hardware, software, account access, connectivity, printer, classroom, and application issues using established procedures and support documentation.

• Recognize issues that require higher-level technical support and escalate them to higher Level, Networking, Systems, Cybersecurity, or other appropriate IT staff while maintaining clear documentation and user follow-up.

• Maintain accurate records of work performed, equipment assigned, basic troubleshooting completed, and issues escalated.

Computer Support Responsibilities

• Assist with the setup, configuration, deployment, and relocation of desktop computers, laptops, docking stations, monitors, printers, scanners, tablets, and related peripherals according to established procedures.

• Perform basic hands-on