Responsible for providing technical computer assistance as well as accounts and access to the Yale community. This includes technical problem recognition, research, isolation, resolution, and follow-up. Requires experience and understanding of computing systems and networking applications. Typically involves the use of a problem management database, incident tracking system and system monitoring tools. Only problems of a complex nature are escalated for resolution. Provides access to and functional support for University financial and administrative applications, including both a detailed understanding of how the applications function and of how to use them consistent with Yale's financial and administrative policies and procedures.
Posting Position Title: IT Support Technician 1
University Job Title: IT Support Technician
Work Week: Standard (M-F equal number of hours per day)
Required Skill/ability 1: Proficiency with both Mac and PC/Windows. Exceptional oral and written communication skills, well organized and detail oriented.
Required Skill/ability 2: Service-minded, self-motivated and able to work independently, in a team environment and across organizational units.
Required Skill/ability 3: Proven ability to use a combination of research, previous experience, testing and escalation to efficiently find the best solutions to technical problems, including applying standards and best practices in implementing stable solution that best meet a client's business and operation requirements.
Required Skill/ability 4: Proven ability and drive to provide excellent customer service.
Required Skill/ability 5: Proven ability to address production or operational problems with a sense of urgency, ability to quickly make diagnosis and establish rapport with clients.
Preferred Education, Experience and Skills:
Required Licenses Or Certifications:
Six years of related experience, four of them in the same job family at the next lower level, and a high school level education; or four years related experience and an Associate's degree; or little or no work experience and a Bachelor degree in a related field; or an equivalent combination of experience and education.
Yale University is an American private Ivy League research university located in New Haven, Connecticut. Founded in 1701 in the Colony of Connecticut, the university is the third-oldest institution of higher education in the United States.