Employment at MSM

Job Opening: Help Desk Technician

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Position Description

Title: Help Desk Technician
Department: Information Technology (IT)
Reports To: Juan Ortiz
Internal Contacts: Faculty, Staff, and Students
External Contacts: Multiple Vendors as required
Incumbent: TBD

Domains

  • Serves as the help desk’s first level of response; provides technical support via email, in-person, or over the phone.
  • Supports users experiencing difficulties with desktop hardware, software, peripherals, audio/video carts, or network connectivity – escalating issues when required.
  • Handles equipment loan reservations.
  • Assists the department of Information Technology with day-to-day functions, including but not limited to: general inspections, computer and mobile device maintenance, configuration, installation, deployment, and repair.
  • Documents all client service requests and incidents in tracking system.
  • Develops and maintains support and operational documentation.
  • Performs other duties as required.

Job Requirements

  • Proficiency in Mac and PC hardware, printers, scanners, and other desktop peripherals; the Microsoft Office 2010/2016/365 including productivity suite (particularly Excel, Outlook, and Word); Microsoft Windows 7/10; and Mac OS X.
  • Strong customer service and problem-solving skills.
  • Ability to work independently, on multiple concurrent projects and tasks, and in a fast-paced environment.
  • Excellent interpersonal, listening, oral, and written communication skills.
  • Resourcefulness, patience, a passion for technology, and a strong desire to help others.
  • Strong attention to detail.
  • Must be able to lift heavy equipment and crawl under desks.
  • Minimum 1-2 years of experience in hardware, software, and network troubleshooting in a Windows/Mac environment preferred; A+ certification a plus.

Skills

  • Strong customer service and problem-solving skills.
  • Ability to work independently, on multiple concurrent projects and tasks, and in a fast-paced environment.
  • Excellent interpersonal, listening, oral, and written communication skills.
  • Resourcefulness, patience, a passion for technology, and a strong desire to help others.
  • Strong attention to detail.
  • Ability to partner effectively with end users to troubleshoot problems and develop solutions. 

Education and Experience

  • Bachelor of Science degree.
  • At least 2 years of related IT experience or equivalent.

Contact Information

Send letter of application and résumé to:

Juan L. Ortiz, Help Desk Manager and System Administrator
jortiz@msmnyc.edu

Equal employment and equal educational opportunity have been and will continue to be fundamental principles at Manhattan School of Music, where employment and enrollment are based upon personal capabilities and qualifications without discrimination or harassment because of race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, marital status, citizenship or veteran status, disability, or any other characteristic protected by law. Manhattan School of Music does not permit retaliation against individuals who oppose a discriminatory practice or participate in an investigation.