This position collaborates with technology staff in NYU Shanghai to identify, develop, implement and support appropriate technology solutions for teaching, learning and research on behalf of faculty, student and staff clients; supports technology equipment, facilities, programs, training and other services in the Qiantan Campus and throughout the NYU Shanghai community.
This person will help foster a responsive and adept technical support structure to promote the effective use of technology in teaching, learning and research; work both individually and as part of a diverse and distributed technology support team; actively develops partnerships with faculty and staff to understand their technology needs; have a specialty area such as ITIL, presentation technology, digital media production, instructional technology, computer administration, etc. Meanwhile, she/he will also develop a working knowledge and proficiency that spans the expertise of the entire team; supervise the activities of students and other part-time personnel.
Some weekend and evening hours will be required.
The main responsibilities include:
Provide frontline IT support to all members of the NYU community (50%)
Serve as the first point of contact for faculty, staff, and students seeking IT assistance;
Handle inbound calls, emails, chat requests, and walk-ins promptly and professionally;
Record all support requests in the IT Service Management (ITSM) system (ServiceNow);
Categorize, prioritize, and assign tickets according to service-level agreements (SLAs);
Diagnose and resolve common IT issues (password resets, account access, Wi-Fi/VPN, printing, software installation);
Guide users through step-by-step solutions and provide clear instructions;
Escalate complex issues to Level 2/Level 3 support teams as needed;
Follow up on open tickets to ensure timely resolution and user satisfaction;
Document solutions and contribute to internal knowledge base and FAQ resources;
Share feedback with IT backend team on recurring issues and potential improvements;
Provide a positive user experience, maintaining professionalism and empathy;
Communicate clearly with both technical and non-technical users;
Monitor ticket queues and call center performance metrics;
Assist in preparing reports on call volumes, response times, and resolution rates;
Participate in training on new systems, software, and procedures;
Suggest ways to improve processes, workflows, and end-user satisfaction.
Provide IT technical Support to a variety of teaching, learning and research events (20%)
Leading the whole lifecycle of IT support relevant to events support from communication, requirement analyzing; customized set up & test, onsite support to system restore;
Review the current process and continually simplify and standardize event support processes;
Cooperate with different IT internal teams, external departments and vendors to meet the increasing IT needs raised by clients for a variety of events;
Train and mentor peers to get familiar with event support, expand experience and expertise to entire IT client service team;
Generate event support guideline and keep it up to date in IT wiki website;
Other tasks assigned by the supervisor or IT department.
On call to support and maintain classroom space ( 20%)
On call to support the daily operation of all classrooms and conference space;
Scheduling staff for the classroom technical support; serving as the first line classroom technical support;
Providing training and assistance to faculty, students and staff in the use of audio-visual presentation equipment/audio & video conferencing equipment/digital media production/ software and facilities;
Coordinating and providing support to events hosted by different departments and divisions;
Coordinating the repair/preventive maintenance of audio-visual equipment with external vendors; reconnecting equipment after repair work has been completed;
Communicating with clients and peers politely and using the most effective method by phone call, email or in-person;
Daily maintenance and service of audio-visual presentation equipment and digital media equipment and software;
Creating, updating and maintaining user documentation; managing audio & visual assets.
Manage Classroom Media Projects and Hardware Upgrade (5%)
Initiating, proposing and participating on audio & visual projects;
Participating in the research, evaluation and selection of new audio-visual presentation and digital media technologies;
Analyzing and diagnosing audio-visual presentation equipment issues, and initiating appropriate client response and technical corrective action;
Helping install new audio-visual and digital media systems and equipment.
Video post-production (5%)
Collect video producing requirements and generate story board;
Initiate video projects for internal and external clients;
Cooperate with camera man to record video clip and do the post production;
Assist to do tutorial videos by requests.
Required Education
Bachelor's degree. Preferably in computer science, electrical engineering, digital media production or instructional technology;
Fluency in spoken English is required.
Required Experience
Minimum 2 to 3 years' providing excellent technical customer service in an international and multicultural setting;
Experience in a university setting is preferred.
Required Knowledge, Skills, and Abilities
Working knowledge of Windows, macOS, Office 365, and common network services (Wi-Fi, VPN), multimedia system, printing, video conferencing system, computer management system ( JAMF, Ivanti) for image deployment;
Familiarity with ticketing systems and remote support tools;
Excellent verbal and written communication skills both in English and Chinese, with the ability to explain technical issues to non-technical users;
Strong problem-solving and multitasking abilities;
Customer-service mindset with a professional and empathetic approach;
Ability to work independently and in a team-oriented environment;
Detail-oriented and organized, with strong follow-up skills.
About NYU Shanghai
NYU Shanghai is China’s first Sino-US research university and the third degree-granting campus of the NYU Global Network. We were founded in 2012 by New York University and East China Normal University with the support of the city of Shanghai and the district of Pudong. NYU Shanghai seeks to cultivate globally-minded graduates through innovative teaching, world-class research, and a commitment to public service.
NYU Shanghai is an equal opportunity employer committed to equity, diversity and social inclusion. We are proud of its diverse and talented staff members, who work together to build and sustain this unique and pioneering institution of higher education in China.
For more information about NYU Shanghai, please visit https://shanghai.nyu.edu. You can also follow our official WeChat Account: NYUShanghaiRecruit for more updated news.