Temporary Help Desk Operator

DATE: 04/09/2025

JOB TITLE: Temporary Help Desk Operator

DEPARTMENT: Administrative & Network Services

REPORTS TO: Director of Information Technology

SCHEDULE: To be determined, Hybrid schedule

COMPENSATION: $21/hour- Temporary Part-Time (Non-Exempt), 30 Hours per week

Position Overview

Under the supervision of the Director of Information Technology, the temporary help desk operations will provide Tier 1 end-user support to students, faculty, and staff on applications and computers hosted by the college. Troubleshoot technical problems, provide written and verbal solutions, and hand off more complex issues to the appropriate technology support team. Triage inbound Help desk calls and tickets by evaluating their priority, criticality, and complexity in order to assign the appropriate resources for timely resolution.

Duties And Responsibilities

• Tier 1 level desktop computer and laptop troubleshooting.
• Investigate and determine the source of the issue (hardware, software, user access, etc.).
• Receive, record, evaluate, prioritize, and respond to incoming Help desk requests from students, faculty, and staff.
• Assign service requests to the appropriate technician.
• Recognize systematic trends and patterns in trouble tickets and address them with the IT team during our weekly meetings.
• Document systematic resolutions for the internal IT knowledge base and assist in maintaining documentation updates to the end-user knowledge base.
• Identify and escalate situations requiring urgent attention.
• Inform management of recurring problems.
• Provides periodic KPI reports from the Help Desk system during team meetings.
• Responds to simple help desk requests or inquiries received via email and chat.
• Resets passwords for users when disabled for inactivity.
• SVA operates 8 primary buildings, 4 residence halls, and 3 ancillary sites. The employee will be expected to move among all 15 facilities, with the focus being the 8 primary buildings located in an east–west cluster along the 23rd Street corridor in Manhattan.
• SVA is comprised of a broad constituency of community members (end users), all of whom the IT team interacts with daily. This includes administrative office staff, academic office staff, faculty, students, alumni, and the public.
• For SVA IT, key collaborative operations groups include Audio Visual Services, Facilities (Physical Plant), Security Services (Campus Safety), and Resource Management (Office Services).
• Perform other job-related duties as assigned.
  
  

Minimum Qualifications

• Bachelor’s Degree, or a combination of education and relevant experience
  
  

Preferred Qualifications

• 1-2 years of experience working in an IT call center or similar environment.
  
  

Knowledge, Skills, And Abilities

• Knowledge in Freshservice – service desk management platform, workflow engine, and knowledge base
• Knowledge in Cisco UCM – VOIP phone system for desktop and softphones
• Knowledge in Google Workspace – (Gmail, Google Drive, Google Meet, Google Calendar)
• Knowledge in Asana – a project management platform
• Knowledge in Adobe Creative Cloud, Zoom, and Microsoft 365
• Knowledge in Slack & WhatsApp – internal messaging platforms
• Knowledge of Polished written and oral communication skills in person and over the telephone
• Ability to provide a Customer-centric approach to support engagements
• Ability to be assertive, confident, and open during live interactions
• Ability to learn new skills
• Analytical problem-solving skills
• Ability to adapt to the changing demand structure in higher education (3 semesters, 5 constituent bases, shifting security protocols, rapidly changing hardware and software standards)
• Ability to work in team settings
• Knowledge of Help Desk ticketing systems. Freshservice Service Desk knowledge preferred.
• Advanced knowledge of company-supported applications.
• Ability to learn and support new applications.
• Skills in working with IT colleagues
• Demonstrated experience with Mac and Windows operating systems
  
  

Physical Requirements Or Working Conditions

• Schedule to be determined: A Hybrid schedule, depending on business needs, may require working onsite: Monday–Friday; 9 am - 5 pm, flexible hybrid schedule, typically, three days in the office and remotely for two days;
• Must have manual dexterity to operate a computer keyboard.
• Willingness to work outside designated office hours as needed for special events.
• Shift may change according to departmental needs.
• May be required to work additional hours outside of the regular work schedule.
• Team communications tools include Gmail email, Google Chat, WhatsApp, Zoom, and Slack. The help desk operator is expected to effectively communicate on these standard channels of communication, both when in the office and working remotely.
• Mobile devices issued to IT staff members: iPhone, MacBook, Laptop
• The employee’s desk will be in one of the IT department’s three primary office spaces on campus.
• The position may require bending, lifting, carrying, or the use of a force equal to lifting up to 10 lbs
  
  

Working At Sva

The School of Visual Arts has been a leader in the education of artists, designers, and creative professionals for more than seven decades. With a faculty of distinguished working professionals, a dynamic curriculum, and an emphasis on critical thinking, SVA is a catalyst for innovation and social responsibility. Comprising over 7,000 students at its Manhattan campus and over 41,000 alumni from 128 countries, SVA also represents one of the most influential artistic communities in the world. For more information about the College's 30 undergraduate and graduate degree programs.

The School of Visual Arts is an equal-opportunity employer. Diversity and inclusion are core principles of the College. SVA enjoys a community that represents a significant number of historically underrepresented communities, ethnic and religious backgrounds, gender identities, diverse abilities, and foreign countries, and all are encouraged to apply.