IT Support Assistant (Multiple Positions) - Provisional

Baruch College IT Support Assistant (Multiple Positions) - Provisional

GENERAL DUTIES

I.T. Support Assistants support routine operations and problem resolution of computing and/or communications functions at a College or Unit. They work in technical support, applications development, operations, help desk, and similar environments, as well as in the field where equipment may be located.

Work tasks include as:

-Operating, transporting, adjusting, and installing/configuring computing and related equipment

-Communicating with technology users and staff to understand, identify, document and resolve problems

-Performing simple repairs to computing and related equipment.

This job is in CUNY's Classified Civil Service. The full specification is available on our web site at http://www.cuny.edu/about/administration/offices/hr/classified-civil-service/ccsjobs/

CONTRACT TITLE

IT Support Assistant

FLSA

Non-exempt

CAMPUS SPECIFIC INFORMATION

“At Baruch College we believe that student success is everyone’s responsibility”

The IT Support Assistant L1 – Media Services Support Technician provides front-line audio-visual technology support for classrooms, meeting spaces, and campus events. Responsibilities include supporting Audio-Visual (A/V) control systems, projectors, digital displays, and signal distribution hardware. The position also provides basic computer and device support and assists end users across the campus.

These positions report to the Enterprise Systems and Services Director.

Duties & Responsibilities

Audio-Visual (A/V) Systems

• Operate and troubleshoot A/V control systems such as Extron and Crestron.

• Maintain and support projectors, digital displays, and other presentation systems.

• Diagnose A/V signal flow issues including digital and analog formats.

• Provide on-site support for classes, meetings, and campus events.

• Maintain accurate documentation of A/V configurations, asset inventory, serial numbers, and equipment

• Perform routine preventive maintenance, testing, and cleaning of classroom and conference room A/V equipment.

• Assist with installing, setting up, and relocating A/V equipment and technology systems.

• Monitor classroom technology health and report recurring issues or equipment lifecycle concerns.

• Support and troubleshoot video conferencing and classroom collaboration technologies, including Microsoft Teams, Zoom, lecture capture, and hybrid learning environments.

Computer & Desktop Support

• Install, transport, adjust, and configure computing equipment and peripherals.

• Communicate with users to diagnose and resolve technical issues.

• Perform basic hardware repairs and component replacements.

• Provide basic support and troubleshooting for Windows, macOS, iOS, and Android devices.

• Support user account troubleshooting and basic access-related issues.

Networking & Signal Distribution Support

• Assist with basic network troubleshooting.

• Install and support HDMI extenders, USB extenders, and signal-transport devices.

• Collaborate with IT teams when escalation is required.

• Support network-connected A/V devices and assist with troubleshooting connectivity issues.

• Coordinate with Network Services staff regarding A/V-related network requirements.

Customer Service & User Support

• Provide professional communication and support to faculty, staff, and students.

• Offer guidance on proper use of A/V and computer equipment.

• Ensure users understand next steps when follow-up is required.

• Track and resolve service desk tickets.

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

Preferred Qualifications:

• Experience supporting Extron and Crestron systems.
• Experience with classroom instructional technology.
• Familiarity with Microsoft Teams, Zoom, lecture capture, and hybrid learning technologies.
• Basic knowledge of TCP/IP networking, VLANs, and Power over Ethernet (PoE).
• Familiarity with help desk ticketing systems.
• Strong documentation and organizational skills.

Personal Attributes

• Customer-focused mindset with a commitment to service excellence.
• Patient, empathetic, proactive, and technically curious.
• Good written, oral, and interpersonal communication skills.
• Ability to function effectively as a team player and proactive problem solver.
• Ability to multi-task and manage time efficiently.

Well-organized and detail oriented.

Work Environment & Schedule

• Work is performed across classrooms, lecture halls, computer labs, and event spaces.
• Ability to move, lift, and set up technology equipment.
• Position requires frequent walking between campus locations.
• Must be able to respond to classroom technology issues with minimal notice.
• Occasional support of campus events outside normal business hours may require evening or weekend hours.

COMPENSATION

New Hire: $44,746* Incumbent: $50,564 *This amount reflects a 13% salary suppression in effect for the first 24 months of employment only.

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 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.