IT User Support Analyst

Analyze, evaluate and diagnose escalated technical problems involving Student Health Center (SHC) technology services and products; assess complexity and determine resolutions; report on findings; recommend and document solutions. Assess, initiate, plan and manage incident tracking database process and recommend system changes or new product development for enterprise wide services and applications. Collaborate with managers, specialists, technicians, service partners, and vendors for problem management of complex technical support issues.

Required Education:
Bachelor's Degree or equivalent combination of education, experience and training.

Required Experience:
2+ years relevant experience analyzing hardware, software and systems' performance, providing technical support including troubleshooting to resolve problems with hardware and software applications, providing training to non- technical users and staff supervision or an equivalent combination of education and experience.

Preferred Experience:
Help Desk Institute (HDI) certification; other professional level certification in service desk management. Experience with helpdesk systems such as Jira or Zendesk.

Required Skills, Knowledge and Abilities:
Excellent interpersonal, verbal and written communication skills. Familiarity with network systems and instructional computing, including internet services, web browsers, Windows and Macintosh-based software, electronic mail systems, and PC desktop applications (MS Word, Excel, Access, PowerPoint). Ability to conduct training classes and presentations.

Preferred Skills, Knowledge and Abilities:
Scripting, imaging computers, Experience with patching or endpoint management tools such as: Bigfix, Workspace ONE, Ivanti, JAMF.

In compliance with NYC's Pay Transparency Act, the annual base salary range for this position is USD $70,000.00 to USD $77,000.00. New York University 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. This pay range represents base pay only and excludes any additional items such as incentives, bonuses, clinical compensation, or other items.

NYU aims to be among the greenest urban campuses in the country and carbon neutral by 2040. Learn more at nyu.edu/nyugreen.

NYU is an Equal Opportunity Employer and is committed to a policy of equal treatment and opportunity in every aspect of its recruitment and hiring process without regard to age, alienage, caregiver status, childbirth, citizenship status, color, creed, disability, domestic violence victim status, ethnicity, familial status, gender and/or gender identity or expression, marital status, military status, national origin, parental status, partnership status, predisposing genetic characteristics, pregnancy, race, religion, reproductive health decision making, sex, sexual orientation, unemployment status, veteran status, or any other legally protected basis. All interested persons are encouraged to apply at all levels.