IT Assistant Level 1 (Provisional) - 500128
GENERAL DUTIES
IT Assistants perform entry-level professional work in technology-related disciplines. While areas of specialization vary, typically IT Assistants work in areas such as development/programming, communications, technical support, or similar based on the needs of the Information Technology area to which they report. Work tasks include resolving minor technology problems, monitoring activities, and maintaining documentation. They have latitude for independent initiative and judgment, under supervision.
This job is in CUNY's Classified Civil Service. The full specification is available on our web site at http://www.cuny.edu/about/administration/offices/hr/classified-civil-service/ccsjobs/.
CONTRACT TITLE
IT Assistant
FLSA
Non-exempt
CAMPUS SPECIFIC INFORMATION
Kingsborough Community College's Information Technology Services department is seeking a motivated, focused IT Assistant to provide first-line service desk and computer support to the College community. This position assists faculty, staff, and students with routine technology questions and issues and supports the daily setup, operation, and basic troubleshooting of computing equipment and related technology resources.
The IT Assistant will serve as a first point of contact for technology assistance, helping resolve common user issues, maintain accurate ticket and inventory records, assist with computer and peripheral setup, and escalate more complex problems to higher Level or other appropriate IT staff. The position plays an important role in providing timely, courteous, and dependable support across the campus community.
The Provisional IT Assistant Level 1 will report to the Assistant VP for Information Technology or his/her designee.
General Duties
- Provide technical support for faculty, staff, students, and administrative offices.
- Respond to service requests by phone, email, remote support tools, walk-in service, and assigned in-person support visits.
- Troubleshoot and resolve common hardware, software, account access, connectivity, printer, classroom, and application issues using established procedures and support documentation.
- Recognize issues that require higher-level technical support and escalate them to higher Level, Networking, Systems, Cybersecurity, or other appropriate IT staff while maintaining clear documentation and user follow-up.
- Maintain accurate records of work performed, equipment assigned, basic troubleshooting completed, and issues escalated.
Computer Support Responsibilities
- Assist with the setup, configuration, deployment, and relocation of desktop computers, laptops, docking stations, monitors, printers, scanners, tablets, and related peripherals according to established procedures.
- Perform basic hands-on troubleshooting of PCs and laptops, including power, cabling, display, login, connectivity, software, and peripheral issues, and escalate hardware failures or advanced configuration problems as needed.
- Replace or connect basic user-serviceable peripherals and accessories such as keyboards, mice, cables, adapters, monitors, toner, and similar items; refer internal hardware repairs or component failures to appropriate technical staff.
- Assist with preparing new and reassigned computers for deployment by following established checklists for account setup, Microsoft 365, browser configuration, approved software, peripherals, and required campus applications.
- Assist staff with Windows upgrades, device refresh projects, equipment replacement, and other deployment activities as assigned.
- Provide basic support for classroom, lab, office, and conference room technology, including computers, projectors/displays, document cameras, printers, and related connectivity, and escalate unresolved issues.
- Provide first-line support for printers and multifunction copiers, including basic print queue checks, paper jams, toner/consumables, user settings, and routine scan/print issues; escalate driver, network, configuration, or vendor-service issues as appropriate.
- Maintain organized equipment and supply areas, assist with staging or moving equipment, and follow established procedures for handling surplus, damaged, or reassigned devices.
Service Desk, Ticketing & User Support
Provide first-line phone and in-person support by answering incoming service desk calls and assisting users at the Service Desk with routine technology questions and troubleshooting, documenting requests in the service management system, and escalating unresolved issues as appropriate.
- Create, update, track, and close service tickets using the College service management system, documenting the user request, troubleshooting performed, resolution, escalation, and follow-up actions.
- Prioritize assigned work based on urgency, user needs, established procedures, and direction from IT management or senior technical staff.
- Provide patient, professional, and understandable explanations to non-technical users.
- Assist users with common systems and applications, including CUNYfirst, campus portals, Microsoft 365, Outlook, Teams, OneDrive, web browsers, virtual learning platforms, and other supported software.
- Identify recurring user questions or issues and bring them to the attention of senior staff so documentation, procedures, or user guidance can be improved.
Systems, Security & Documentation
- Reinforce basic cybersecurity awareness by reminding users to protect passwords and sensitive information, recognize phishing attempts, and promptly report suspicious activity.
- Use and help maintain knowledge base articles, basic troubleshooting guides, and service desk documentation under the direction of senior staff.
- Assist with inventory control by recording device assignments, serial numbers, asset tags, room locations, equipment movement, and service status.
- Work collaboratively with Help Desk, Desktop Support, Academic Technology, and other IT groups, and coordinate with campus departments or vendors as directed.
Work Characteristics
- This position may require travel to offices, classrooms, labs, and other campus locations to provide in-person technical support.
- Some assignments may require lifting and moving computer equipment, connecting cables or peripherals at workstation areas, and assisting other IT staff with campus technology projects.
- The successful candidate is expected to maintain professionalism, confidentiality, accuracy, and responsiveness in all user interactions.
MINIMUM QUALIFICATIONS
Level 1
Level 2
Level 3
English Language Proficiency: Demonstrated English language proficiency, including the ability to speak, read, write and understand English well enough to meet minimally acceptable performance standards set for job tasks.
CUNY considers full-time work to be at least 35 hours per week. Part-time experience of at least 20 hours per week may be prorated by half and credited instead of, but not in addition to, full-time experience during the same period (e.g., two month’s related work experience at 20-34 hours per week equate to one month’s full-time related work experience.) Part-time experience of fewer than 20 hours per week cannot receive any credit.
Note: A Motor Vehicle Driver License valid in the State of New York, may be required for certain positions. If you have moving violations, license suspension(s) or an accident record, you may be disqualified. If appointed to a position requiring a Motor Vehicle Driver License, this license must be maintained for the duration of your employment.
OTHER QUALIFICATIONS
Preferred Qualifications
- Previous customer service, help desk, computer support, higher education, or large enterprise experience is desirable.
- Experience with ServicePro or another IT service management/ticketing system is desirable.
- Familiarity with remote support tools, inventory tracking, computer deployment, or device refresh projects is desirable.
- Experience or familiarity supporting printers, multifunction copiers, classroom/lab technology, and Microsoft 365 services is desirable.
- Familiarity with basic cybersecurity practices, phishing awareness, MFA, password security, and data protection procedures is desirable.
- CompTIA A+, Microsoft Fundamentals, Google IT Support, or a similar entry-level technical certification is desirable but not required.
Preferred Skills and Abilities
- Basic hands-on computer support skills, including PC/laptop setup, routine troubleshooting, software installation assistance, and peripheral support.
- Familiarity with Microsoft Windows, Microsoft 365, Outlook, Teams, OneDrive, common web browsers, and standard desktop productivity applications.
- Ability to perform basic troubleshooting of printers, scanners, multifunction copiers, docking stations, monitors, cables, adapters, and classroom technology.
- Ability to document user requests, troubleshooting, resolutions, and equipment information clearly and accurately.
- Strong customer service, communication, follow-through, and problem-solving skills.
- Ability to explain technical issues to non-technical users in a calm and professional manner.
- Ability to manage multiple requests, follow priorities and procedures, and work both independently and as part of a team.
COMPENSATION
New Hire Rate- $56,565
Incumbent Rate- $63,918
BENEFITS
CUNY offers a comprehensive benefits package to employees and eligible dependents based on job title and classification. Employees are also offered pension and Tax-Deferred Savings Plans. Part-time employees must meet a weekly or semester work hour criteria to be eligible for health benefits. Health benefits are also extended to retirees who meet the eligibility criteria.
HOW TO APPLY
Visit www.cuny.edu, access the employment page, log in or create a new user account, and search for this vacancy using the Job ID 32668 or Title. Select "Apply Now" and provide the requested information.
Candidates should provide a resume and cover letter.
IMPORTANT NOTE:
When a civil service list is established, the College is required to make appointment(s) from the certified list to fill all position(s) including those held by provisional and/or temporary employee(s). Non-permanent employee(s) would need to take and pass exam, and be reachable on list. Permanency is subject to time severed in position, with satisfactory service.
CLOSING DATE
September 24, 2026
JOB SEARCH CATEGORY
CUNY Job Posting: Information Technology/Technical
EQUAL EMPLOYMENT OPPORTUNITY
CUNY encourages people with disabilities, minorities, veterans and women to apply. At CUNY, Italian Americans are also included among our protected groups. Applicants and employees will not be discriminated against on the basis of any legally protected category, including sexual orientation or gender identity. EEO/AA/Vet/Disability Employer.
Job ID: 32668
Location: Kingsborough Community College
