Our Ability Jobs

Employer Name: Yale University

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 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: Familiarity with ITIL principles and best practices. Work Week: Standard (M-F equal number of hours per day) Posting Position Title: IT Support Technician 1 University Job Title: IT Support Technician 1 Preferred Education, Experience and Skills: Familiarity with ITIL principles and best practices. 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.