IT Support Technician 1

17-May-2024

Pathology - IT Infrastructure Support & User Services

88149BR

University Job Title

IT Support Technician 1

Bargaining Unit

L34 - Local 34 (Yale Union Group)

Compensation Grade

Labor Grade D

Wage Ranges

Click here to see our Wage Ranges

Searchable Job Family

Technical Support

Total # of hours to be worked:

37.5

Work Week

Standard (M-F equal number of hours per day)

Work Location

Medical School Campus

Worksite Address

310 Cedar Street
New Haven, CT 06510

Position Focus:

Under the general direction of the manager of Pathology, and as the primary service desk support person, be responsible ensuring the timely process through which computing problems are reported through a centralized system. Utilizing customer service skills, knowledge of Yale administrative processes, and computing systems including basic networking, software applications and incident tracking provide technical computer assistance to the Department of Pathology and the Yale community as needed. Diagnoses, triages, defines, and resolves issues or escalated to a specialist. Escalates complex issues as necessary and diligently follows up until resolution.  Responsible for managing the procurement process of all IT equipment, ensuring timely and cost-effective acquisition while maintaining inventory accuracy. Collaborate closely with end users to understand equipment requirements, source supplier via Yale’s workday, track and oversee the delivery and installation of equipment.

Essential Duties

1. Provides telephone based and email computer support at the ITS Help Desk. Provides assistance to end-users related to computer and or networking problems, and services and procedures within Yale University. 2. Troubleshoots computing related problems. Identifies and analyzes all software, hardware, and network-related issues, recommend solutions and assist user with resolution. Escalates problems of a complex nature as needed. 3. Provides functional support for University financial and administrative applications, including both a detailed understanding of how the applications function and of how to use them consistent with Yale’s financial and administrative policies and procedures. Exercises judgment to escalate functional issues of a complex nature as needed. 4. 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. 5. Evaluates user applications and operating system to allow for maintenance. Provides consultation on systems related problems and recommendations regarding systems and equipment to end-users; provides support, information and consulting services to faculty, staff and students. 6. 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. 7. Applies understanding and knowledge of information systems products and services to assist internal users. Identifies, investigates and researches user questions and problems as well as recognize, research, isolate and resolve information systems problems. 8. Helps identify skill level and recommends training courses for users. Assists in developing documentation and /or related material for training. 9. Acts as liaison between end-user and departments. 10. Provide coverage for ITS Client Accounts including accounts and access creation, modification, maintenance and deletion. 11. Completes and documents technical projects such as the testing of hardware and software products. 12. Assures compliance with University required security and information technology policies and procedures.

Required Education and Experience

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's degree in a related field; or an equivalent combination of experience and education.

Required Skill/Ability 1:

Proven ability to use a combination of recognition, research, isolating, follow-up and escalation to efficiently resolve technical problems timely. Well organized and detail oriented; self-motivated and ability to work independently and as a part of a team.

Required Skill/Ability 2:

Demonstrated exceptional oral and written communication skills, with the ability and drive to provide excellent customer service. Address computing problems with a sense of urgency, ability to quickly make diagnosis, provide follow up and establish rapport with staff.

Required Skill/Ability 3:

Demonstrated exceptional customer service skills; reliable and dependable with the ability to ask probing questions and deal effectively with all levels of staff.

Required Skill/Ability 4:

Proven ability to provide support for Windows and Mac computers, scanners, printers, iPhones and iPads.

Required Skill/Ability 5:

Ability to comply University and Department required security and information technology policies and procedures.

Preferred Education, Experience and Skills:

Familiarity with ITIL principles and best practices.

Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.

COVID-19 Vaccine Requirement

The University maintains policies pertaining to COVID-19. All faculty, staff, students, and trainees are required to comply with these policies, which may be found here:
https://covid19.yale.edu/health-guidelines

Posting Disclaimer

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.

EEO Statement:

University policy is committed to affirmative action under law in employment of women, minority group members, individuals with disabilities, and protected veterans. Additionally, in accordance with Yale’s Policy Against Discrimination and Harassment, and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.

Inquiries concerning Yale’s Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).

Note

Yale University is a tobacco-free campus