• IT Helpdesk Support / IT技术支持

    Posting Number 2018-4573
    Posted Date 2 months ago(3/11/2019 9:19 PM)
    Shanghai-Information Technology
    NYU Shanghai (SH1002)
    Compensation Grade
    Band 52
  • Position Summary

    This position collaborates with technology staff in NYU Shanghai IT department to provide tier 1 desktop and audio-visual support throughout the NYU Shanghai community. Actively identify, develop, implement and support appropriate technology solutions for teaching, learning,research and administration activities; supports technology equipment, facilities in pudong academic building and dormitory area.


    IT技术支持人员作为NYU Shanghai IT 团队一员,为NYU上海全校师生,职工,访客,访问学者,提供IT和多媒体设备技术支持服务,服务范围包括上海纽约大学浦东校区和学生宿舍区域,该技术支持人员能够积极推动IT的服务方式,软硬件解决方案升级,更新,并将自己的技术经验分享给整个团队,促进团队技术水平的提高。

    Help foster a responsive and adept technical support structure to promote the effective use of technology in teaching, learning,research and administration activities;work both individually and as part of IT support team; have a specialty area such as presentation technology, computer administration, sound engineering etc. Supervise the activities of audio-visual vendors.




    Some weekend and evening hours will be required.



    The main responsibilities include:

    Manage audio-visual system in classrooms  (50%) 管理教室多媒体设备

    • Daily maintenance and service of audio-visual presentation equipment, digital media equipment and software in classrooms 教室多媒体设备和软硬件每日维护和管理
    • Supervise and implement classrooms’ weekly,seasonal preventative maintenance check 安排和参与教室每周,和每个季度的巡检
    • Analyze and diagnose audio-visual presentation equipment issues, and initiate appropriate client response and technical corrective action 分析和修复系统软硬件问题,并及时通知提出需求的用户。
    • Help install new audio-visual and digital media systems and equipment 协助教室新设备的安装
    • Coordinate the repair of audio-visual equipment with external vendors; reconnect equipment after repair work has been completed. 与外部供应商协调和安排多媒体设备的修复,并确保设备修复后系统还原良好
    • Participate in the research, evaluation and selection of new audio-visual presentation and digital media technologies. 参与多媒体设备的选型,更新,测试,运行
    • Propose technical solutions to improve the audiovisual system in classrooms 对多媒体设备优化提出合理化建议
    • Create, update and maintain media system user documentation 创建,更新和维护多媒体用户手册
    • Manage the media monitoring system, all classrooms and conference rooms’  media control system profiles and system drawings 管理多媒体监控软件,并管理和更新多媒体中控软体和系统图
    • Assist to manage and maintain the audio-visual assets records in classrooms 协助管理和更新多媒体资产列表
    • Participate on special projects as directed 参与与工作相关的项目

    Provide technical support for university events, teaching and learning activities  (30%) 支持学校大型学术活动,会议。

    • On call to provide instant technical support for events, teaching and learning activities 立即响应和支持学校大型学术活动和会议
    • Train and assist faculty, students and staff in the use of audio-visual presentation equipment,video conferencing system, software and facilities  协助和培训教职员工使用多媒体/视频会议硬件设备,以及相关的软件
    • Support and train faculty in the use of recording equipment, video transfer and editing software & tools 支持和培训老师如何使用录音设备和编辑软件
    • Advise faculty, students and staff on the selection of classroom space, IT equipment and technical best practice for university events 协助老师,学生和教职员工选择合适的设备,场地,技术实现方式用于举办大型活动
    • Communicate effectively and politely with peers and clients 与客户有效和礼貌的沟通

    Provide tier 1 desktop support for faculty, staff and students  (20%)

    • Rotate with peers to cover the IT client service center front desk to support walk in patrons; answer a variety of IT inquiries and provide first line desktop support and troubleshooting 与IT同事轮班负责IT前台, 回答到访用户的提问,并提供一线技术支持
    • Assist end-users to resolve hardware and software issues reported through the help desk ticketing system 协助用户解决软硬件问题,并更新派单系统
    • Process incoming tickets and log issues to IT ticketing system within service level agreement period 在服务响应时间内及时处理通过派单系统分配的任务
    • Expand a wide range of knowledge in IT service category and standard operation procedure;play a backup role during the absence of the other IT support staff 不断熟悉和了解IT服务范围和标准服务流程


    Required Education

    • Bachelor's degree. Preferably in computer science, electrical engineering, digital media production or instructional technology. 本科学位。计算机技术,电子工程,数字媒体,教育技术等专业
    • Candidate with more experience and potential may be considered at a higher job level. 候选人如有更多经验和潜能,有机会调整到更高职级


    Required Experience


    • Minimum 1 to 2 years providing excellent technical customer service in an international and multicultural setting is preferred. 1-2 年大型外企技术支持经验
    • Experience in a university setting is preferred 有大学服务经验尤佳
    • Candidate with more experience and potential may be considered at a higher job level 若申请人经验更为丰富,薪资待遇可作相应调整


    Required Knowledge, Skills, and Abilities

    • Excellent written and spoken Chinese and English. 中英文听说良好
    • Strong interpersonal communication skills. 沟通能力良好
    • Proficiency using, maintaining and troubleshooting computer hardware and operating systems, including Macintosh OS X and Windows 7/10. Linux is a plus. 熟悉windows,Macintosh 操作系统
    • Proficiency configuring, maintaining and troubleshooting audio-visual presentation systems, including matrix switchers, digital audio processors, microphones, control systems, projectors, flat panel displays, visualizers and DVD/BR players is a plus. 熟悉多媒体系统,中控矩阵,音响,DSP,液晶平板等设备的维护,排错,修复为佳
    • Ability to work on a variety of projects simultaneously. 能同时处理多任务
    • Ability to learn and apply new skills quickly.  能快速学习新的技能
    • Ability to demonstrate technology effectively to individual clients and to groups. 能够有效的给客户传递信息
    • Ability to work both independently and as part of a diverse technical team. 独立完成工作,具备良好的团队意识
    • Enthusiasm and proficiency for helping others. 充满热情和乐于提供服务

    Additional Information

    You can feel free to follow our official WeChat Account: NYUShanghaiRecruitment to get updated recruitment news. Thank you!


    The University is an equal opportunity employer committed to equity, diversity and social inclusion.


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