Position: Help Desk Specialist-College Assistant (3 Positions)

Internal Posting

Support Staff (Part Time)

PVN #: IS-10-09

Closing Date: Open until filled

Department: School of Professional Studies

Location: 101 West 31st Street, SPS Administrative and Student Services Offices

Description:

The School of Professional Studies:

CUNY’s School of Professional Studies (SPS), established in 2003, offers innovative undergraduate and graduate level courses, certificates and degree programs, including CUNY’s first Online Baccalaureate Degrees and Master Degree Programs in Applied Theatre, Disability Studies, and Labor Studies.  Drawing on CUNY’s nationally and internationally renowned faculty and practitioners, SPS offers programs in a wide range of disciplines.  SPS is also home to the Joseph S. Murphy Institute for Worker Education and Labor Studies and the Off Campus College.  Each offers programs that provide educational opportunities to help working New Yorkers meet their career advancement and personal growth needs.  SPS’s industry and educational partners include the American Museum of Natural History, the CUNY Creative Arts Team, as well as CUNY’s John F. Kennedy, Jr. Institute for Worker Education, The School of Public Affairs at Baruch College, and the Lincoln Center Institute for Arts in Education.

SPS is seeking highly motivated, self-starters to operate its Help Desk during different shifts weekdays, evenings, and on Saturday.

Duties and Responsibilities:

Reporting to the Operations and Support Services Coordinator the Help Desk Specialists will:

• Provide technical assistance to CUNY School of Professional Studies (SPS) students, faculty, staff, and program participants.  Answer technical questions or respond to technology issues reported by users (involving interaction in person, by telephone, online chat, email, etc).
• Responsible for diagnosing, troubleshooting and resolving technology related issues related to the School’s instance of Blackboard, electronic mail accounts, and other University related system issues.
• Provide technical support to the SPS Inquiry, Admissions and Advisement Center and other credit and non-credit programs offered by the School.
• Identify, prioritize, and resolve technical problems relating to all SPS programs and initiatives.  Communicate resolution of problems to users in a timely manner.
• Provide reports, analysis and recommendations as necessary. Utilize online software to create, log, and track Help Desk tickets.
• Other duties as assigned by the Operations and Support Services Coordinator or his/her designee.

Qualifications:

• Strong communication and negotiation skills as well as the ability to work collaboratively, so as to interact effectively with students, faculty, staff and program participants.
• Ability to prioritize, establish and meet goals and milestones, including the ability to make judgment calls and to respond tactfully in all situations.
• Ability to work well under pressure and handle stressful situations.
• Strong verbal and written communication skills.
• Ability to work in a fast-paced, team-based, and customer service-oriented environment is a must.

Preferred Qualifications:

• Bachelor degree preferred or equivalent of a minimum two years experience in Help Desk or Call Center support. Must be proficient in Microsoft Windows, Mac OS X, web-enabled communication and Microsoft Office.

• Experience in Blackboard, E-Sims, CUNY Portal, registration systems and CRM systems preferred.
• Energetic, well organized and patient with a blend of technical and analytical skills, initiative, and independence.

Salary Range: $15.00 - $19.00/ Hour

Hours: 20 hours per week

Please send cover letter, resume, and contact information of three (3) professional references to:

Ericke Wong
Operations and Support Services Coordinator
School of Professional Studies
City University of New York
101 West 31 Street, Room 710
New York, New York 10001

or

ericke.wong@mail.cuny.edu

 

• • Selected applicants must pay fingerprint and filing fees (full-time CUNY students are excluded from fingerprint fee)
• • All prospective candidates must be able to be certified as eligible to work under the provisions of the Immigration Reform and Control Act.
• • The Graduate School and University Center verifies education and experience statements.

An Equal Opportunity/Affirmative Action/IRCA/Americans with Disabilities Act Employer.

The Graduate Center complies with the Clery Act and copies of its annual report on security policies and statistics are available in its Security Office.