JOB TITLE:
Help Desk Support Specialist
DATE UPDATED:
July 29, 2024
DEPARTMENT:
Digital Imaging Center
REPORT TO:
Systems Administrator
SCHEDULE:
Full-time
SALARY: $38,220 per year
POSITION SUMMARY:
The Help Desk Support Specialist at the School of Visual Arts reports to the Systems Administrator and provides tier 1 and 2 technical support for the Digital Imaging Center and Print Studio. Responsibilities include troubleshooting hardware/software and printer issues and supporting users. The role also involves monitoring labs and preparing classrooms.
DUTIES AND RESPONSIBLITIES:
- Provide technical support, troubleshooting, and training to end-users with a deep understanding of Mac OS systems, hardware, and software.
- Assist with start-of-school-year tasks, including re-imaging and program installation, ensuring all computers and programs are ready for students and faculty.
- Troubleshoot hardware and software issues with iMacs, PCs, MacBooks, iPads, printers, and VR headsets.
- Assist students, instructors, and staff with resolving technical issues.
- Conducted end-of-year e-waste management with the equipment coordinator and organized storage related to technology.
- Monitor, sort, and respond to help desk requests via email, phone, and ticketing systems.
- Provide on-site technical support for students, instructors, and staff.
- Stay updated on technology-related issues, updates, and upgrades on current equipment and software.
- Assist with setting up special events or preparing classrooms and equipment for workshops.
- Set up new computers to be classroom-ready.
- Conduct bi-weekly checks of all lab stations to monitor all computers.
- Test AV equipment on the teacher’s station.
- Assist coworkers with booking student appointments or covering the print lab and equipment room as necessary.
- Interface with various departments within SVA and outside vendors.
- Create comprehensive guides for students, instructors, and staff.
- Manage and maintain equipment for all facilities, support inventory management, and perform repairs.
- Monitor day-to-day operations of the lab.
- Attend all staff meetings.
- Undertake miscellaneous projects in addition to regular helpdesk duties.
- Take on other duties as assigned by the Manager and System Administrator.
- Support night classes with a nighttime schedule, switching to a 9 to 5 schedule during the summer if no night classes are in session.
- Other related duties as assigned
RESPONSIBILITIES – SUPERVISOR:
- Occasionally work with student workers to support with projects as needed
MINIMUM QUALIFICATIONS:
- Bachelor’s degree or equivalent.
- Three years of experience in information technology and print production.
- Proficient with iOS, Android, Windows, and macOS.
PREFERRED QUALIFICATIONS:
- Familiarity with cloud computing.
- Entry-level network administration.
- Intermediate knowledge of Adobe Creative Cloud
- Customer service experience.
LICENSES & CERTIFICATIONS REQUIRED:
KNOWLEDGE, SKILLS AND ABILITIES:
- Skill in oral and written communication
- Knowledge of customer service principles.
- Skill in handling multiple tasks and prioritizing.
- Skill in planning and organizing.
- Skill in attention to detail with the ability to work independently or collaboratively.
- Skill in using computers and related software.
- Knowledge of printers, copiers, and large-format printers.
- Ability to adhere to required compliance with all information security policies and procedures.
- Knowledge of Mac software, Apple hardware, and best practices to support these systems.
- Ability to multi-task several jobs or responsibilities all at once
- Skill in data analysis and problem solving; and in researching answering to questions and identifying problems
- Ability to work with frequent interruptions and changes in priorities.
- Ability to establish and maintain good working relationships with other employees and the public.
PHYSICAL REQUIREMENTS OR WORKING CONDITIONS:
- Must be able to lift 50 lbs. or more
- Working environment field work and some office time
- Ability to occasionally work outside of normal office hours, work evenings and/or weekends
- Intermittently sitting, standing, stooping
WORKING AT SVA
School of Visual Arts has been a leader in the education of artists, designers, and creative professionals for more than seven decades. With a faculty of distinguished working professionals, a dynamic curriculum, and an emphasis on critical thinking, SVA is a catalyst for innovation and social responsibility. Comprising over 7,000 students at its Manhattan campus and over 41,000 alumni from 128 countries, SVA also represents one of the most influential artistic communities in the world. For more information about the College's 30 undergraduate and graduate degree programs.Click here to learn what it's like to work at SVA.The School of Visual Arts is an equal opportunity employer.
Diversity and inclusion is a core principle of the College. SVA enjoys a community that represents a significant number of historically underrepresented communities, ethnic and religious backgrounds, gender identities, diverse abilities, and foreign countries, and all are encouraged to apply.
