Job Description

Technical Support Specialist

The New School in NYC is the only university where a world-renowned design school comes together with premier undergraduate and graduate programs and colleges to seek out ways to create a more just, beautiful, and better-designed world. Collaborative Technologies support Information Technologies pursuit to provide the New School community with top-notch customer service.

We are looking for an Apple focused professional with various hardware/software skills, and a drive to learn new technology, to join our team as a Technical Support Specialist. Reporting to the Academic Technology Manager, the specialist will also provide technical support, maintenance, repair, and configuration of various AV systems, printers, and computers.

In addition, they will be responsible for assisting with the upgrade and maintenance of our Apple computers and associated MDM (Kandji). Providing metrics and analytics, along with research and recommendations to continually improve our services to ensure they are meeting or exceeding curricular needs.

This position is a Local 1205 Professional Unit position covered by a collective bargaining agreement between Local 1205 Teamsters and The New School.

The New School is an equal opportunity employer. We strongly encourage applications from individuals who are committed to our mission and who seek to work collaboratively with all members of our community.

Job Responsibilities

• Responsible for assisting with the upgrade and maintenance of our Apple computers, associated software, and MDM (Kandji).
• Provide metrics and analytics on Apple usage and provide recommendations for Apple upgrades.
• Maintain Apple Certification and Qualifications necessary to service Apple products under warranty, and training as required by management.
• Assist with the install, configuration, testing, and support of AV systems, including video conferencing, video editing, and audio products.
• Install, maintain, and configure computers, network printers, and supporting technology.
• Follow SLA guidelines and use SLAs as a measure to report progress, achievements, provide statistics and improvement plans to the upper management regularly.
• Act as roaming technician, providing level 3 technical support.
• Maintain and update technical skills on latest technologies, build relationships with internal and external technical staff, and train other IT staff on Learning Space Technology resources.
• Troubleshoot and resolve hardware related issues, including warranty hardware repair and replacement.
• Follow-up with customers to confirm issues are resolved and the client is satisfied. This may include training sessions and coordination with relationship managers and or IT Central.
• Maintain accurate, up to date and detailed inventory of hardware, software, consumables, and user documentation and instructions.
• Maintain and send daily shift reports at the end of each shift.
• Other projects and duties as assigned.

Minimum Qualifications

• Knowledge of Apple technology and associated management software, and ability to grasp and maintain technical knowledge.
• Bachelor's degree or minimum of three years professional experience.
• Ability to coordinate and complete projects with minimal supervision.
• Macintosh and Windows troubleshooting skills and experience.
• Clear verbal, written and email communication skills.
• Flexibility to change hours if necessary to accommodate new University or departmental needs.
• Reliable and effective time management skills.

Preferred Qualifications

• Experience supporting the latest Windows & Mac OS in an academic environment.
• Experience with Apple GSX Portal.
• Experience with QSC, Extron, and Crestron AV equipment.
• InfoComm CTS or similar certifications.
• Apple Certifications.

Work Mode

On-Campus Position - Employees in this position are expected to work on-campus during regularly scheduled work hours due to the nature of the work being that which is not feasible, or not in the best interest of the organization, to be performed remotely. #LI-HYBRID

Salary Range

$64,350 per annum

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