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TouroOne Helpdesk Assoc

Posting Details

Position Information

Title TouroOne Helpdesk Assoc
Location New York, NY
Department Instit Research and Reporting
Position Number 1S8115
Job Description

The Touro Helpdesk associate will answer calls, emails, texts, webforms and walk-in requests for assistance with technology offered by Touro. The position will interact closely with Touro’s technical staff, student administrative services, human resources and finance departments to resolve issues that arise.

Job Duties

Performing tasks with supervisory oversight a helpdesk associate will be able to perform tasks and responsibilities, but not limited to the following:
• Respond to email, web-form, phone and walk-in requests to facilitate resolution
• Route and assign requests regarding: TouroOne, Blackboard, email, identity management, Student Services, general login accounts and computer installation and updating.
• Document requests within the TouroOne ticketing and incident tracking system.
• Work closely with IT specialists: applications, network, server, local support techs and other IITS technical teams to track resolutions to completion.
• Work closely with subject matter experts to appropriately transition requests to student administrative services, human resources and finance departments
• Track incidents to resolutions completion and escalate to specialist when necessary.
• Anything additional task requested by supervisor(s)

Required Qualifications

Education, Preparation, and Training
• Bachelor’s degree or the equivalent in education and work experience.
• Two years’ experience in a service environment

Skills
• Ability to clearly explain service issues, effectively answer questions and write cogent and understandable text; in all cases being able to render technical answers into understandable non-technical terms.
• Service oriented approach to problems
• Excellent problem solving skills and proven ability to follow through on requests

Computer Skills
• Proficiency in Microsoft Office Suite including Word, Excel, PowerPoint, Outlook.
• Ability to quickly learn software skills involved with ERP, service desks and applications software

Other
• Flexible hours, including nights and weekends possible
• 36.5 hour work week

Preferred Qualifications
Physical Demands

• Extensive Use of Computers
• Extensive time sitting and standing
• Able to lift up to 10 lbs.

Special Conditions for Eligibility
EEO Statement

Touro College and University System is committed to providing all persons equal opportunity in education and employment, and to ensuring a safe and non-discriminatory educational and work environment in compliance with Title IX of the Higher Education Amendments of 1972 (“Title IX”), Title VI and Title VII of the Civil Rights Act of 1964, the Violence Against Women Act (“VAWA”), the New York State Education Law, and other applicable laws. It is the policy of the College to prohibit unlawful discrimination in employment and in the administration of College programs, services, activities, and admissions on the basis of race, religion, sex, color, national or ethnic origin, age, disability, sexual orientation, gender, pregnancy, veteran status, or any other status protected by law.

FLSA Non-Exempt
Salary Detail
Salary

Posting Detail Information

Posting Number S00389P
Desired Start Date
Position End Date (if temporary)
Special Instructions to Applicant

Supplemental Questions

Required fields are indicated with an asterisk (*).

Documents Needed To Apply

Required Documents
  1. Resume
  2. Cover Letter
Optional Documents