The IT helpdesk provides tier 2 IT support to NYU Shanghai faculty, staff members and students.
IT helpdesk engineer provides timely, effective, and high-quality IT desktop support services to the NYU community. The service scope includes network, VPN, printing, computer software and hardware, multimedia equipment in classrooms and conference rooms, etc. Our mission is to continuously improve the professionalism of IT services and user satisfaction, optimize IT service processes, and ensure the smooth progress of teaching, research, and events.
The position’s responsibilities require independent analyses, communication, problem solving, initiative and judgment.
The main responsibilities include:
Desktop Support (50%)
- Create, manage, and deploy Operating System images to university's computers including Apple Mac OS and Microsoft Windows.
- Create and maintain IP phone and Jabber accounts and keep information up to date.
- Provide technical support and troubleshooting to IP phones and Jabber accounts on a daily basis.
- Set up, configure, maintain and troubleshoot Microsoft Windows and Apple Mac OS desktop and laptop computers.
- Perform installation, configuration, and ongoing upgrades of desktop, and laptop computers, peripheral equipment, and software within established standards and guidelines.
- Efficiently and professionally assist end-users with resolving hardware and software issues reported through the help desk ticketing system, walk in, phone,chat etc.
- Assist colleagues with IT matters related to faculty onboarding and offboarding.
- Set up, configure, and troubleshoot Microsoft Windows, Apple iOS and Google Android based tablets and smartphones.
- Network configuration and troubleshooting，liaision with network team to deal with tier 1 and tier 2 network issues.
- Support network troubleshooting in the student dorm.
- Communicating with clients and peers politely and using the most effective method by phone call, email or in-person.
- Establish standards, guidelines and protocols.
- Work with outside vendors as needed.
- Process incoming help desk tickets in a timely manner
- Log and respond to issues on the University ticketing system in real time.
- Document issue resolution using the help desk ticketing system.
Audiovisual Support (40%)
- Classroom instant technical support: On call to support classrooms, respond to classroom on-call requests immediately and arrive at classroom within 10 minutes;solve classroom technical issues in 15 minutes or provide an alternative solution to mitigate any disruptions and ensure a smooth learning experience.
- Technical support: Provide on-site and remote technical support for audiovisual systems, including projectors, displays, video conferencing systems, sound systems, and control systems. Troubleshoot and resolve hardware and software issues within agreed-upon service level agreement period in 1 working day to minimize disruptions during presentations, meetings, and events.
- Setup and installation: Set up, configure, and calibrate audiovisual equipment and systems for different applications and spaces. Install and test new equipment, ensuring proper connectivity and functionality.
- System operation and training: Operate and control audiovisual systems during events, presentations, or conferences. Provide training to users on the proper use of equipment, controls, and software interfaces to enable smooth and efficient operation.
- Troubleshooting and problem-solving: Diagnose and resolve technical issues related to audiovisual equipment, connectivity, or software. Utilize diagnostic tools and techniques to identify root causes and implement effective solutions in a timely manner.
- Collaboration and coordination: Collaborate with other IT teams, event planners, facility management, and vendors to coordinate audiovisual support for events, meetings, and special projects. Assist in the planning and execution of audiovisual setups, ensuring appropriate equipment and resources are available.
- Research and evaluation: Stay up to date with emerging audiovisual technologies, trends, and industry standards. Evaluate and recommend new equipment, software, and solutions to enhance audiovisual capabilities and improve user experiences.
Project Deployment and administration (10%)
- Assist IT asset manager to manage the hardware and software inventories.
- Follow IT workflow requirements, submit IT asset transfer information and maintain accurate IT asset information during the equipment recovery and transfer process.
- Complete other tasks or get involved in IT projects assigned by the IT leaders.
- Assume the responsibilities in the absence of team members.
- Contribute to a more productive and organized work environment to enhance efficiency, reduce stress, and create a more professional atmosphere for all IT agents and visitors.
