Position Focus:

As a member of the Yale SOM-IT Client Services Team, provide technical computer assistance to YSOM faculty, staff and students which includes problem recognition, research, isolation, resolution and follow-up. Requires experience and understanding of computing systems and networking applications. Involves the use of help desk incident tracking system and system monitoring tools. Monitor and respond quickly and effectively to requests received through the Help Desk channels (walk-up, telephone based and email).  Ensure timely responses for first contact via telephone, email and walk-up requests and process and/or triage per documented procedures. Monitor service desk for tickets assigned to the IT queue and process per documented procedures. Provide tier 1 assistance to end-users related to computer and or networking problems, and services and procedures within YSOM community. Troubleshoot user problems with computer hardware, software, and networking. Analyze and resolve user problems, prepare documentation, and informational materials for non-technical users. Research and analyze software and network problems and recommend solutions or resolve independently. Ability to solve technical problems and only escalate problems of a complex nature. Work as part of an integrated SOMIT team and with other Yale staff within a multi-vendor multi-platform environment. Share knowledge with SOMIT team. Assist in IT training programs for the user community. Responds to emergency calls and routine calls. Analyzes problems to determine if a technician site visit is required. Creates work order and follow-ups on technician visit to ensure resolution. Documents all reported problems.

Provides technical expertise and consultation in researching, analyzing and implementing hardware and software solutions of varying scope: from one user to all users. Act as project leader for assigned IT projects with minimal supervision. Provide project consultation and recommendations to IT management as well as end-user departments. Manage assigned project tasks to ensure timely and high-quality outcomes. Provide regular status reports on assigned projects to inform the process of establishing institutional priorities for school-wide technology projects. Participate in the planning and design of new services and procedures. Collaborate with members of the YSOM community on various projects, including system services and networking. Completes and documents technical projects such as the testing of hardware and software products. Interact with faculty, staff and students; and interdepartmental personnel at all levels to provide support and education. Interact with external contacts to purchase equipment, resolve problems and obtain assistance and to compare institutional operations. Assist in IT purchasing and procurement needs for the YSOM community. Interact with external and internal vendors. Assists users in maintaining their desktop computing environment. Recommends supported software applications and operating systems to end-users. Assists in the maintenance of a knowledge database. Maintains equipment inventories. Work with IT management to develop standards and policies. Review all processes and obtain feedback. Act on feedback to improve processes. Provide support for instructional technology within the YSOM community. Other duties as assigned.

The following Essential Duties are generic in nature; the information contained in this Position Focus is most relevant to this position.

Essential Duties

1. Provides telephone based and email computer support at the ITS Help Desk. Provides assistance to end-users related to computer and or networking problems, and services and procedures within Yale University.
2. Troubleshoots computing related problems. Identifies and analyzes all software, hardware, and network-related issues, recommend solutions and assist user with resolution. Escalates problems of a complex nature as needed.
3. Provides functional support for University financial and administrative applications, including both a detailed understanding of how the applications function and of how to use them consistent with Yale’s financial and administrative policies and procedures. Exercises judgment to escalate functional issues of a complex nature as needed.
4. Responds to emergency calls and routine calls. Analyzes problems to determine if a technician site visit is required. Creates work order and follow-ups on technician visit to ensure resolution. Documents all reported problems.
5. Evaluates user applications and operating system to allow for maintenance. Provides consultation on systems related problems and recommendations regarding systems and equipment to end-users; provides support, information and consulting services to faculty, staff and students.
6. Assists users in maintaining their desktop computing environment. Recommends supported software applications operating systems to end-users. Assists in the maintenance of a knowledge database. Maintains equipment inventories.
7. Applies understanding and knowledge of information systems products and services to assist internal users. Identifies, investigates and researches user questions and problems as well as recognize, research, isolate and resolve information systems problems.
8. Helps identify skill level and recommends training courses for users. Assists in developing documentation and /or related material for training.
9. Acts as liaison between end-user and departments.
10. Provide coverage for ITS Client Accounts including accounts and access creation, modification, maintenance and deletion
11. Completes and documents technical projects such as the testing of hardware and software products.
12. Assures compliance with University required security and information technology policies and procedures.

Required Education and Experience

Six years of related experience, four of them in the same job family at the next lower level, and a high school level education; or four years related experience and an Associate's degree; or little or no work experience and a Bachelor degree in a related field; or an equivalent combination of experience and education.

Required Skill/Ability 1:

Solid foundation and hands on experience with Windows and Apple hardware; Mac OS X, Windows 7 through Windows 10; iPad, iPhone, and Android-enabled devices, troubleshooting of miscellaneous hardware problems, standard application packages (Microsoft Office productivity tools and standard electronic mail packages). Demonstrated proficiency with Cloud printing.

Required Skill/Ability 2:

Excellent interpersonal skills and superior customer service orientation. Proven ability and drive to provide excellent customer service. Customer service experience in a Help Desk environment/capacity including imaging and scripting installations. Exceptional oral and written communication skills, well organized, and detail oriented.

Required Skill/Ability 3:

Team player with ability to work collegially with peers and colleagues. References indicating reliable attendance and punctuality, ability to communicate effectively and tactfully, ability to organize and prioritize own work, and the ability to work effectively with others in a team setting.

Required Skill/Ability 4:

Ability to work in a fast-paced and changing environment. Proven ability to address production or operational problems with a sense of urgency, ability to quickly make diagnosis and establish rapport with clients.

Required Skill/Ability 5:

Ability to cover flexible Help Desk hours, occasional weekend and weeknight events.

Preferred Education, Experience and Skills:

Some experience with instructional technology systems. Licenses or Certifications: One of the following certifications: A+, Network+, Microsoft, Apple/Mac. Global orientation; experience working across countries and regions, and fluency in more than one language.

Physical Requirements

Ability to move equipment up to 50 pounds.

Weekend Hours Required?

Occasional

Evening Hours Required?

Occasional

Drug Screen

No

Health Screening

No

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 www.yale.edu/hronline/careers/screening/faqs.html 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 TitleIX@yale.edu, 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: ocr.boston@ed.gov.

Note

Yale University is a tobacco-free campus