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I.T. Associate, Level I - Network Engineer (Provisional)

Job ID

Location

Queens College

Full/Part Time

Full-Time

Regular/Temporary

Regular

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GENERAL DUTIES

I.T. Associates perform moderately complex professional work in technology-related disciplines. While areas of specialization vary, typically I.T. Associates work in areas such as development/programming, communications, technical support, or similar functions depending on the needs of the Information Technology area to which they report. Work tasks include resolving complex technology problems and serving as a technical resource. They have considerable latitude for independent initiative and judgment and may have supervisory responsibilities.

I.T. Associates should demonstrate mastery of one or more technology-related disciplines.

This job is in CUNY's Classified Civil Service. The full specification is available on our web site at http://www.cuny.edu/about/administration/offices/hr/classified-civil-service/ccsjobs/

CONTRACT TITLE

IT Associate

FLSA

Exempt

CAMPUS SPECIFIC INFORMATION

Queens College enjoys a national reputation for its liberal arts and sciences and pre-professional programs. With its extensive range of graduate and undergraduate degrees, honors programs, research opportunities, and internship placements, the college serves more than 20,000 students, mentored by an award-winning faculty. Located on a beautiful, 80-acre campus, the college has been cited for 28 consecutive years in the Princeton Review as a ???Best Value??? college. U.S. News and World Report and Forbes magazine also rank Queens College a ???Best Value College,??? thanks to its outstanding academics, generous financial aid packages, and affordability. The Equality of Opportunity Report placed Queens College in the top one percent of all colleges in moving students from poverty to prosperity.

Queens College produces more education graduates who become principals, teachers, and counselors for New York City???s public schools than any other college in the metropolitan area. The college contributes to the local talent pool as a leader in tech education, and enrolls the second-most computer science majors of any college in the city. Students from across the country and around the world are attracted to study at the Aaron Copland School of Music. Its renowned faculty and alumni include celebrated composers, conductors, and performers who have received over 100 Grammy Awards and nominations. Visit the homepage to learn more about Queens College???s stellar programs and robust campus life.

Information Technology Services (ITS) at Queens College provides campus wide information technology support and telecommunication needs. ITS Customer services includes: supporting enterprise IT and applications; developing new technologies that advance the college???s core mission; upgrading and maintaining the campus network; operation of the Data Center, Help Desk and computer labs; application development and management and enterprise resource management.

In support of the campus mission, strategic plans and values, the Queens College Information Technology Services (ITS) seeks to fill the IT Associate Level 1 vacancy.

Key responsibilities include, but are not limited to the following:

• Act as the first point of escalation for performance issues within the team and customer related issues. Informing line management of any escalating issues in order that they may be resolved within reasonable time scales.
• Deliver end-to-end support in accordance with IT service management procedures.
• Assist in Design and deploy enterprise-class wireless networks, including access points, servers, routers, hubs, switches, and other hardware.
• Oversee new and existing equipment, hardware, and software upgrades.
• Oversee installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.
• Develop and document procedures for maintaining and troubleshooting WLAN systems and components.
• Identify improvement opportunities and work with line management to implement programs that enhance service desk operation, customer satisfaction with it and overall usage of the firm's technology products and services.
• Monitor queues, calls and interactions of service desk staff including the ticketing system, documentation and escalations to ensure that all interactions and escalations meet established criteria, and are documented appropriately.
• Perform other duties as assigned.

MINIMUM QUALIFICATIONS

1. High School Diploma, G.E.D., or equivalent
2. An equivalent of seven years of experience post-high school that can be met by one of the following: seven years of fulltime work experience in a computer or technology related position; an Associate???s degree plus five years of full-time work experience in a computer or technology-related position; a Bachelor???s degree from an accredited institution plus three years of full-time work experience in a computer or technology-related position
3. Demonstrated English Language proficiency
4. A Motor Vehicle Driver???s license, valid in New York State, may be required for some, but not all positions.

This job has three levels. To qualify for Levels 2 and 3, additional qualifications, such as education, experience, or certification relevant to the area of specialization are required.

OTHER QUALIFICATIONS

• Knowledge of fresh service or similar ITSM.
• Knowledge of ITIL process and best practices.
• Prior supervisory experience.
• Technical experience configuring, analyzing and diagnosing pc, printer, laptop, account faults.
• Demonstrated knowledge of CUNY CRM ticket escalation process.
• Demonstrated experience with CUNYfirst.
• Microsoft Windows Server 2008-2016 Administration.
• Microsoft SQL 2012 and newer.
• Microsoft Exchange 2013 and newer.
• Microsoft SharePoint 2007 and newer.

COMPENSATION

$72,209

CLOSING DATE

09/21/2023

EQUAL EMPLOYMENT OPPORTUNITY

CUNY encourages people with disabilities, minorities, veterans and women to apply. At CUNY, Italian Americans are also included among our protected groups. Applicants and employees will not be discriminated against on the basis of any legally protected category, including sexual orientation or gender identity. EEO/AA/Vet/Disability Employer.

About Queens College (CUNY)

Queens College enjoys a national reputation for its liberal arts and sciences and preprofessional programs. With its extensive range of graduate and undergraduate degrees, honors programs, research opportunities, and internship placements, the college serves more than 20,000 students, mentored by an award-winning faculty. Located on a beautiful, 80-acre campus, the college has been cited for 28 consecutive years in the Princeton Review as a “Best Value” college. U.S. News and World Report and Forbes magazine also rank Queens College a “Best Value College,” thanks to its outstanding academics, generous financial aid packages, and affordability. The Equality of Opportunity Report placed Queens College in the top one percent of all colleges in moving students from poverty to prosperity. Queens College produces more education graduates who become principals, teachers, and counselors for New York City’s public schools than any other college in the metropolitan area. The college contributes to the local talent pool as a leader in tech education, and enrolls the second-most computer science majors of any college in the city. Students from across the country and around the world are att...racted to study at the Aaron Copland School of Music. Its renowned faculty and alumni include celebrated composers, conductors, and performers who have received over 100 Grammy Awards and nominations. Visit the homepage to learn more about Queens College’s stellar programs and robust campus life.

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