Information Technology Support Technician

Connecticut, United States
06 Aug 2019
End of advertisement period
06 Oct 2019
Contract Type
Full Time

Bargaining Unit: L34 - Local 34 (Yale Union Group)
Time Type: Full time
Duration Type: Regular
Compensation Grade: Labor Grade E
Work Location: University Library System
Worksite Address: 120 High Street New Haven, CT 06511
Work Week: Standard (M-F equal number of hours per day)
Searchable Job Family: Computing and Information Systems
Total # of hours to be worked: 37.5

Position Focus:

Under direction of the Manager, Endpoint Technologies and Support, serves as generalist responsible for providing broad range of user support services; network, training, and computer desktop support and services to a specified client base. Monitors and troubleshoots performance of servers. Administers user and group accounts. Documents assigned systems and relevant procedures. Performs routine backup of systems and data files; performs restores as requested. Keeps abreast of current technologies. Provides computer support, escalating more complex problems to Manager, Workstation and Technology Services. Tests hardware, software, and operating systems.

Dept/Section URL

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Essential Duties

  1. Manages a client department’s complete desktop computing environment.
  2. Creates and maintains departmental organizational units in the active directory, including analyzing and implementing group policy needs.
  3. Maintains computer software by proactive site visits and keeping an inventory of installed operating systems and application software to ensure all versions are up-to-date.
  4. Maintains computer hardware and peripherals by keeping an inventory of installed devices, recommending replacements according to guidelines and interacting with vendors in the acquisition of computer products.
  5. Installs and coordinates repair of a wide variety of computing devices and peripherals on the desktop and attached to the network.
  6. Responds to emergency and routine calls that come in for computer assistance in support of core services such as email, scheduling and backup systems, as well as client department specific applications. Documents all reported problems.
  7. Supports clients in the use of their desktop equipment by training users.
  8. Works with others to ensure smooth integration of network and software products.
  9. Analyzes, recommends, and implements work-group computing solutions to meet client department’s needs.
  10. Trains other support technicians.
  11. Completes and documents technical projects such as the testing of hardware and software products.
  12. May perform other duties as assigned.

Required Education and Experience

Eight years of related experience, six of them in the same job family at the next lower level and a high school level education, or six years of related experience and a Associates degree; or two years of related work experience and a Bachelor's degree or an equivalent combination of education and related experience.

Required Skill/Ability 1:

Exceptional oral and written communication skills.  Ability to work through complex IT support problems until they are resolved with the appropriate sense of urgency.

Required Skill/Ability 2:

Proven ability to use a combination of research and previous experience to efficiently find the best solutions to IT Computing problems - including applying IT standards and best practices in implementing solutions that best meet a client's business and institutional requirements.

Required Skill/Ability 3:

Demonstrated ability to manage computing environments using system management software to conduct automated deployments and manage computing hardware inventory. Demonstrated ability to create and maintain network computers in organization units utilizing Active Directory.

Required Skill/Ability 4:

Demonstrated ability to be innovative and ability to improve the job site, tasks and processes using creative and unique concepts.

Required Skill/Ability 5:

Strong, demonstrated project management skills. Demonstrated ability to work successfully in a fast paced and changing environment. May be required to assist in disaster recovery operations. May be required to work at Yale University's Library Storage Facility located in Hamden, Connecticut.

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Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. Please visit for additional information on the background check requirements and process.

Posting Disclaimer

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.

Affirmative Action Statement:

Yale University considers applicants for employment without regard to, and does not discriminate on the basis of, an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Yale discriminate on the basis of sexual orientation or gender identity or expression. Title IX of the Education Amendments of 1972 protects people from sex discrimination in educational programs and activities at institutions that receive federal financial assistance. Questions regarding Title IX may be referred to the University’s Title IX Coordinator, at, or to the U.S. Department of Education, Office for Civil Rights, 8th Floor, Five Post Office Square, Boston MA 02109-3921. Telephone: 617.289.0111, Fax: 617.289.0150, TDD: 800.877.8339, or Email:


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