Logo
Yale University

IT Support Technician Job at Yale University in New Haven

Yale University, New Haven, CT, United States, 06540

Save Job

Time left to apply: End Date: October 31, 2025 (30+ days left to apply)

Job requisition id: 127360WD

Overview

As a member of the SOM-IT Client Services Team, provide technical computer assistance to SOM faculty, staff, and students. Responsibilities include problem recognition, research, isolation, resolution, and follow-up. Requires experience with computing systems and networking applications. Use help desk incident tracking and system monitoring tools.

  1. Monitor and respond to requests via Help Desk channels (walk-up, phone, email).
  2. Process tickets in the service desk system.
  3. Provide tier 1 assistance for hardware, software, and networking issues.
  4. Troubleshoot problems and escalate complex issues.
  5. Document issues and solutions.
  6. Assist in IT training and support for instructional technology.
  7. Participate in IT projects and system planning.
  8. Maintain equipment inventories and support procurement.
  9. Collaborate with external vendors and internal teams.
  10. Maintain knowledge database and support documentation.

Required Skills and Abilities

  • Experience with Windows and Apple hardware, Mac OS X, Windows 7-10, iPad, iPhone, Android devices.
  • Excellent customer service and communication skills.
  • Ability to work in a fast-paced environment and cover flexible hours.
  • Team player with organizational skills.

Preferred Education, Experience, and Skills

Some experience with instructional technology systems.

Principal Responsibilities

  1. Provide help desk support via phone and email.
  2. Troubleshoot hardware, software, and network issues.
  3. Support university financial and administrative applications.
  4. Respond to emergency and routine calls, document issues.
  5. Maintain desktop environments and recommend supported software.
  6. Research and resolve user questions and problems.
  7. Identify training needs and develop documentation.
  8. Act as liaison between end-users and departments.
  9. Manage accounts and access creation/modification.
  10. Complete and document hardware/software testing projects.
  11. Ensure compliance with security and IT policies.

Required Education and Experience

Six years of related experience or equivalent combination of education and experience.

Background Check & Health Requirements

Pre-employment background screening required. Some positions may have specific health requirements.

Posting Disclaimer

The hiring rate is determined by collective bargaining agreements. The description is a general summary and not a declaration of duties.

Why Choose Yale?

Working at Yale means contributing to a better tomorrow. Discover your opportunities at Yale!

#J-18808-Ljbffr