Help Desk Assistant/College Assistant - CUNY School of Professional Studies : Job Details

Note: This is a temporary position through December 31, 2025

As a leading online school in New York since 2006, the CUNY School of Professional Studies (CUNY SPS) offers the most online bachelor's and master's degree options at the City University of New York, and serves as the University's first undergraduate all-transfer college. With 26 degrees and numerous other non-degree and grant-funded workplace learning programs, CUNY SPS meets the needs of adults who wish to finish a bachelor's degree, progress from an associate's degree, earn a master's degree or certificate in a specialized field, and advance in the workplace or change careers. Consistently ranked highly by U.S. News & World Report for its online offerings, CUNY SPS has emerged as a nationwide leader in online education. The School's renowned and affordable online programs ensure that busy working adults may fulfill their educational goals on their own time and schedule. As CUNY SPS moves beyond its' 20th year, we dedicate ourselves to engendering an innovative and transformative student-centered experience.

The CUNY SPS Help Desk is dedicated to delivering top-tier support and customer service to our academic community and staff. We assist with accessing and utilizing CUNY SPS and CUNY computing resources, serving as a knowledgeable and courteous first point of contact. Our team proactively provides accurate and relevant resources, empowering users to quickly find technical solutions and information.

Duties and Responsibilities:

Reporting to the CUNY SPS Help Desk Manager, the Help Desk Assistant/College Assistant will:

• Assist with providing technical support and respond to incoming helpdesk requests via phone, email or ticketing system
• Assist students, faculty and staff with basic troubleshooting of hardware, software and network-related issues
• Log and track support requests, ensure timely updates and closure of tickets
• Support the IT team in setting up and configuring computers, laptops, printers and other peripherals
• Assist in creating, modifying and deactivating user accounts in various systems following established protocols and security guidelines
• Work closely with IT team members to identify common issues and improve overall service delivery

Preferred Minimum Qualification:

• High school diploma/GED

Preferred Qualifications:

• Bachelor's degree or some college course work from an accredited college or university in Information Technology, Computer Science or a related field
• Proven understanding of computer hardware, software and network concepts. Familiarity with Microsoft Windows and MAC operating systems
• Strong interpersonal and communication skills, with a focus on providing a positive user experience
• Demonstrated ability to troubleshoot basic technical issues
• Ability to work effectively in a team environment and collaborate with team members
• Strong attention to detail and accuracy