IT Support Accelerator

If you are a current Barnard College employee please use the internal career site to apply for this position.

Job:

Job Description:

Key Responsibilities:

• Serve as a front-line technology support contact as part of the Front Desk Operations team assisting walk-in email and phone clients while managing ticket intake resolving first-level issues and identifying opportunities to expand self-help resources knowledge base content and AI-assisted support tools.

• Provide remote and in-person technical support for on-campus and remote users.

• Identify recurring issues or questions that can be addressed with reduced or no human intervention; propose and implement solutions after consultation with the IT Support Manager and the technical staff.

• Develop short instructional videos for BC Learn focused on common or high-volume IT issues.

• Distill information provided by technical staff and other sources into instructions for the use of all BCIT staff. Identify gaps in the knowledge base and proactively take steps to create documentation that fills those gaps

• Create and update user-facing Knowledge Base articles based on recurring issues and ticket data; ensure articles are reviewed and approved prior to publication.

• Update and maintain internal BCIT documentation to support consistency training and operational continuity.

• Investigate user issues by reviewing prior tickets internal documentation knowledge base articles and other relevant systems to ensure continuity and informed resolution.

• Escalate complex issues to the appropriate resolver groups with clear thorough documentation.

• Identify and bring attention to recurring issues patterns or potential service disruptions.

• Provide users with written instructions and direct them to relevant knowledge base resources and institutional technology policies to promote self-service.

• Perform additional duties and responsibilities as assigned.

Skills Qualifications & Requirements:

Knowledge Skills & Abilities:

• Ability to complete assigned tasks with precision and accuracy.

• Strong troubleshooting skills and ability to determine resolution versus escalation.

• Ability to interact positively and appropriately with a wide variety of users.

• Excellent verbal and written communication skills.

• Ability to clearly explain technical concepts to non-technical users.

• Ability to manage multiple requests in a high-volume customer-facing environment.

• Ability to translate technical processes into clear written documentation and user-friendly instructional materials.

Qualifications:

• College degree from an accredited institution with 2 years of experience in customer service and/or desktop computer setup/support or equivalent technical experience and training.

• Familiarity with Windows and macOS.

• Familiarity with common user software environments (e.g. Gmail Microsoft Office web browsers email applications VPN tools etc.).

Preferred Qualifications:

• Experience with ticketing systems (TeamDynamix preferred).

• Experience providing remote technical support.

• Experience creating Knowledge Base articles internal documentation or user training materials.

Work Conditions:

• This job is an on-site in-person role that requires face-to-face interaction with many constituents.

• Ability to perform customary office tasks such as sitting walking standing computing and answering the telephone for moderate to prolonged periods of time; light to moderate reaching bending and lifting.

Salary Range: $30/hour - $35/hour

The salary of the finalist selected for this role will be set based on a variety of factors including but not limited to departmental budgets qualifications experience education licenses specialty and training. The above hiring range represents the Colleges good faith and reasonable estimateof the range of possible compensation at the time of posting.

Company:

Time Type: