Desktop Support Technician

The Berkeley College Information Systems Department has an opening for a Desktop Support Technician on the Infrastructure Team. This position is based out of the New York City campus.  Reporting to the Associate Chief Information Officer, the Desktop Technician will provide high-quality technical support for faculty, staff, and students at Berkeley College. This role involves troubleshooting, diagnosing, and resolving issues related to desktop computers, laptops, virtual desktops, mobile devices, printers, and peripheral devices.   This position will as also support College rentals, events and presentations. The Desktop Technician will collaborate closely with the Helpdesk and colleagues at the college to ensure the efficient operation of computer systems, software, and networks across the campuses. This position may require travel to other campuses and may also require occasional evening or weekend work to address urgent issues or complete maintenance tasks.

Key Responsibilities:

End-User Support:

•  Provide timely and effective support for hardware and software issues for faculty, staff, and students.
•  Respond to and resolve service requests related to desktop and laptop systems, printers, and peripheral devices.
•  Troubleshoot and resolve issues related to operating systems (Windows, macOS, Android), applications, networking, and connectivity.

Installation & Configuration:

• Set up, configure, and install desktops, laptops, printers, and related peripheral equipment.
• Assist with the installation of software, including operating systems, productivity tools, and specialized applications.
• Perform hardware upgrades, including memory, storage, and other components.

System Maintenance:

• Perform regular maintenance, updates, and patches for operating systems and applications to ensure optimal performance and security.
• Monitor and report system performance, escalating issues as needed to senior IS staff.
• Reimage machines as needed.

Training & Documentation:

• Provide basic technical training to end users on the use of hardware and software.
• Create and maintain technical documentation, knowledge base articles, and user guides to assist with troubleshooting and self-service options.

Asset Management:

• Maintain an inventory of desktop and laptop systems, ensuring accurate records of all hardware and software assets within the Helpdesk System.
• Coordinate hardware repairs, warranty claims, and replacements as necessary.
• Break down and recycle equipment as needed.

Collaboration & Communication:

• Work with other departments and within the team to resolve complex issues and improve system reliability.
• Track, prioritize, and escalate tickets and projects as needed within the ticketing system.
• Communicate effectively with users to ensure a clear understanding of issues, resolution steps, and timelines.

Security & Compliance:

• Adhere to the College IS policies, security protocols, and privacy regulations when handling data and systems.
• Assist in maintaining and securing devices by applying security patches, antivirus updates, and user authentication procedures.

Event & Presentation Support

Salary Range:  $54,000 - $56,000

Qualifications:

• Education and Experience:
  •  Associate's degree in Information Technology, Computer Science, or a related field (or equivalent combination of education and experience).
  •  Previous experience in desktop support or technical troubleshooting, preferably in a higher education setting.
  •  Knowledge of current operating systems (Windows, macOS, Android) and common applications (Microsoft Office Suite, productivity software, etc.).
• Skills & Competencies:
  •  Strong technical knowledge of desktop hardware and software troubleshooting.
  •  Familiarity with networking concepts (e.g., TCP/IP, DHCP, DNS) and wireless connectivity.
  •  Excellent customer service skills with the ability to communicate complex technical concepts to non-technical users.
  •  Strong problem-solving skills and ability to manage multiple tasks simultaneously.
  •  Ability to work both independently and collaboratively in a team environment.
• Certifications (Preferred):
  •  CompTIA A or equivalent technical certifications.
  •  Microsoft Certified Desktop Support Technician (MCDST) or other related certifications is a plus.

Working Conditions:

•  This position may require occasional evening or weekend work to address urgent issues or complete maintenance tasks.
•  The Desktop Technician may be required to lift or move computer equipment up to 30 pounds.

Berkeley College is committed to excellence in diversity and equity and the continuation of an inclusive learning and working environment.  We are an Equal Opportunity Employer and consider applicants for all positions regardless of race, color, religion, creed, gender, age, national origin, marital and veteran status, disability, sexual orientation, gender identity or expression, or any other legally protected status. We believe in fostering inclusion, acceptance, and understanding in our community by employing individuals who bring unique perspectives to the college. 

 All interested individuals, including people of all races and national origin, people of all ages, people of all religions, people with or without disabilities, and/or people with any gender identity and sexual orientation, are urged to apply.

Salary : $54,000 - $56,000