IT Support Assistant

IT Support Assistant

Queens College

IT Support Assistant

GENERAL DUTIES

Under direct supervision, assists with routine operations and problem resolution of computing and/or communications functions. The IT Support Assistant performs work in technical support areas, applications development, operations, help desk, and similar environments, as well as in the field where equipment may be located.

General Work Tasks

Routine Operations

Operates, transport, makes minor adjustments to, and help install and configure equipment such as:

• Computing devices of all types, including mainframe computers, microcomputers, and personal computing devices.
• Communications technology, including telephones and equipment, and communications network equipment.
• Computer peripherals and related equipment, including equipment to support multimedia applications (video, audio, and conferencing).
• Performs routine system operations and administration. Loads media (cartridges, tapes, forms, papers, disk packs), operates various programs and processes, maintains user accounts, monitors computing and communications activities, and updates logs.
• Assists with data storage operations. Transfers data from one medium/format to another. Performs routine backup and recovery tasks. Transport and/or transmit designated data in any format to other locations as directed.
• As directed, it makes minor adjustments and implements routine technical updates to hardware and software (including networks, operating systems, applications software, web pages, and data tables).
• Maintains records, such as inventory records and records of assignment and use of technical equipment.

Problem Resolution

• Communicates with technology users and other technology staff to understand the details of work assignments and the nature of problems. May log or document problem reports.
• Tests computer and communications equipment to check its capacity and capability to perform as specified, and reports findings.
• Identifies problems regarding computer, peripheral, or communications equipment, and other operating environment.
• Determines the cause of malfunctions and various methods (e.g., observation, use of diagnostic software or equipment).
• Informs a supervisor or designated contact for repairs. Documents findings and actions taken in appropriate logs. Follows up to assure problems have been resolved.
• May perform simple repairs such as replacing faulty computer, peripheral and communications equipment and/or component parts (e.g., boards, cards, monitors, cables, communications circuits), fixing electromechanical components (e.g., switches, relays, transformers) and tuning/adjusting components to correct malfunctions.

Related Tasks

• May enter data into, or operate computer-based systems in performing work, including problems logs and help desk systems.
• Maintains standards for safety and for the proper use of equipment and tools.
• Adheres to uniform performance standards and efficient work methods. Provides timely and effective service.
• Occasionally assists in orientation and training of new staff. May temporarily supervise other personnel.

CAMPUS SPECIFIC INFORMATION

Queens College seeks a service-focused IT Support Assistant to contribute to the delivery of reliable technology services across the campus. Working as part of the College’s technology team, the IT Support Assistant will provide frontline assistance to faculty, staff, students, and other members of the campus community while helping maintain a responsive and well-supported technology environment.

The successful candidate will demonstrate strong customer service skills, sound technical judgment, attention to detail, and the ability to work effectively in a fast-paced academic setting. This position requires an individual who can communicate technical information clearly, manage multiple service needs, and collaborate with colleagues to support the College’s academic and administrative operations.

Key Responsibilities

• Provide responsive technology assistance to faculty, staff, students, and campus offices.

• Support technology needs within classrooms, offices, shared facilities, and other College spaces.

• Assist with preparing technology resources for instructional, administrative, and campus use.

• Respond to service requests across campus and provide on-site assistance when necessary.

• Serve as a professional point of contact for users seeking technology support and guidance.

• Assess incoming technology requests and help prioritize issues based on urgency and operational impact.

• Coordinate with appropriate IT personnel when service needs require additional technical expertise.

• Provide users with clear guidance regarding commonly used technology and established College practices.

• Maintain timely communication with users regarding the status and resolution of service requests.

• Help identify recurring technology concerns and communicate trends or patterns to appropriate team members.

• Support technology readiness for academic activities, administrative operations, campus programs, and special events.

• Assist with technology deployments, office transitions, departmental initiatives, and other assigned projects.

• Maintain clear and accurate service information to promote effective follow-up and continuity of support.

• Collaborate with IT colleagues and campus departments to deliver consistent and efficient technology services.

• Demonstrate professionalism, adaptability, sound judgment, and responsible handling of College technology resources.

• MINIMUM QUALIFICATIONS

• High School Diploma, G.E.D., or equivalent

• Eighteen months of related full-time work experience or equivalent, such as completion of eighteen college credits in Information Technology

• Demonstrated English Language proficiency

• A Motor Vehicle Driver's license, valid in New York State, may be required for some, but not all positions.

• OTHER QUALIFICATIONS

• Completion of college credits in Information Technology may be substituted at the rate of three credits for three months’ experience.

• Completion of eighteen college credits in Information Technology may be substituted for the entire experience requirement.

• Completion of eighteen additional college credits outside the field of Information Technology may be substituted for an additional six months of experience.

• Demonstrated English language proficiency, including the ability to speak, read, write, and understand English well enough to meet minimally acceptable performance standards set for the job tasks.

COMPENSATION

New Hire Rate- $44,746 Incumbent Rate- $50,564

BENEFITS

• 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 weekly or semester work hour criteria to be eligible for health benefits. Health benefits are also extended to retirees who meet the eligibility criteria.

• Job ID: 32853

• Location: Queens College

• Job Type: Full-Time