Job Information
Rochester Institute of Technology NTID Support Specialist in Rochester, New York
8987BR
Position Title:
NTID Support Specialist
Organization:
NTID Client Services
Job Responsibilities:
Essential Functions:
Provide IT Support for equipment and software Issues for NTID's classrooms, labs and Faculty/Staff computing devices, including but not limited to:
Be proactive in identifying, researching, and resolving technical problems, relying on experience and judgment to plan and accomplish goals in a timely manner.
Log support requests in a timely manner and according to agreed standards and procedures. Thoroughly document all information and resolutions in the ticketing system.
Provide support as assigned to NTID events, including general IT, cameras, audio, video and recording equipment
Help manage student assistants and the scheduled services provided at the triage level.
Become a primary technical lead for classrooms and labs in assigned NTID academic departments.
Schedule, manage and complete internal department projects as assigned
Actively enforce RIT/NTID security and best practice standards.
Assist in the movement of equipment and ensure the accuracy of inventory systems.
On complex support issues, work with higher level support tiers as appropriate to troubleshoot technical problems, resolve equipment or software related issues.
FLSA Category:
Non-exempt
Requisition Number:
8987BR
College/Division:
National Technical Institute for the Deaf
Required Application Documents:
Cover Letter, Curriculum Vitae or Resume
Employment Category:
Fulltime
Additional Details:
In compliance with NYS's Pay Transparency Act, the salary range for this position is listed above. Rochester Institute of Technology considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. The hiring process for this position may require a criminal background check and/or motor vehicle records check. Any verbal or written offer made is contingent on satisfactory results, as determined by Human Resources. RIT does not discriminate. RIT promotes and values diversity, pluralism and inclusion in the work place. RIT provides equal opportunity to all qualified individuals and does not discriminate on the basis of race, color, creed, age, marital status, sex, gender, religion, sexual orientation, gender identity, gender expression, national origin, veteran status or disability in its hiring, admissions, educational programs and activities. RIT provides reasonable accommodations to applicants with disabilities under the Rehabilitation Act, the Americans with Disabilities Act, the New York Human Rights Law, or similar applicable law. If you need reasonable accommodation for any part of the application and hiring process, please contact the Human Resources office at 585-475-2424 or email your request to hr@rit.edu. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.
Required Minimum Education Level:
Associates or Equivalent Experience
How To Apply:
In order to be considered for this position, you must apply for it at: http://careers.rit.edu/staff . Click the link for search openings and in the keyword search field, enter the title of the position or the BR number.
Wage Band (https://www.rit.edu/fa/humanresources/content/staff-wage-grade-bands) :
116H
Required Qualifications:
Associate’s in a related major or equivalent experience
3-5 years of experience in an IT related field
Knowledge of ASL or willingness to learn
Department/College Description:
NTID Client Services department is a sub department of NTID College Operations within the department of Information Security and Technology Services. The Client Services department is responsible for all aspects of end user support, classroom technology, labs and event support within NTID.
About NTID:
National Technical Institute for the Deaf is one of the nine colleges of Rochester Institute of Technology, a leading career-oriented, technological university recognized by U.S. News & World Report as one of America's "Best College Values," and by The Princeton Review as one of the top 20 colleges nationwide for "Best Career Services." More than 15,000 undergraduate students from around the world, including more than 1,200 who are deaf or hard of hearing, come to campus every year to take advantage of the benefits of an RIT/NTID education, and because it's the right fit (http://www.rit.edu/ntid/fit) for them.
What do we believe at RIT?:
Rochester Institute of Technology is a diverse and collaborative community of engaged, socially conscious, and intellectually curious minds. Through creativity and innovation, and an intentional blending of technology, the arts and design, we provide exceptional individuals with a wide range of academic opportunities, including a leading research program and an internationally recognized education for deaf and hard-of-hearing students. We are dedicated to building a diverse community, one where employees feel a sense of belonging, and are valued for their contributions and the perspectives they bring.
As a member of the RIT community, you'll receive a comprehensive employee benefits package (https://www.rit.edu/humanresources/benefits) that offers multiple options and access to additional employment advantages. You can tailor your benefit elections to meet your needs (affordable medical/dental/vision benefits; paid vacation/sick time/retirement saving plan with exceptional employer match; and tuition assistance for you and your family, to name a few).
Work Location:
Henrietta Campus — 100%
Job Summary:
Provide first level support by answering, evaluating, and prioritizing incoming telephone, voicemail, video phone and email requests with hardware, software, networking and other computer \\ building related problems. Provide support by assessing and resolving technical issues or by assigning trouble tickets to the proper support queue, follow appropriate escalation processes in all instances where a call cannot be resolved, remotely install new hardware and software upgrades in accordance with established procedures and software licensing agreements. Intermediate knowledge of end-user applications is also required. The support specialist must be able to demonstrate technical skills as well as excellent customer service skills in order to successfully fulfill responsibilities. Each support specialist will also be assigned as lead in an area that they will be primarily responsible to maintain and will take a team leader positions for project based activities as required.
Hourly/Salary Minimum:
18
Hourly/Salary Maximum:
30