IT Solution Center Associate

This position requires in-person work at a minimum of 4x per week.

Job Summary:

Under the general supervision of the IT Solution Center Manager, the IT Solution Center Associate is a key member of the Information Technology department, providing a wide variety of end user and technical support to all departments of CCANY and the CCO’s. This position is responsible for the initial response to incoming end user support requests from associates at all levels of the organization. The IT Solution Center Associate will be required to offer exceptional service in a fast-paced environment to both remote and on-premises customers, providing a wide range of support.

Essential Duties and Responsibilities:

• Provide timely responses to all phone calls, emails, and self-service requests for technical assistance.

• Create tickets, resolve issues striving for first-call resolution, work collaboratively with other IT members to resolve customer requests.

• Provide exceptional customer service to a remote workforce.

• Identify areas driving help desk call volume and work with team members to develop solutions to mitigate issues.

• Develop customer facing guidance on new/existing technology.

• Participate in orientation to introduce new employees to technology used.

• Provide on-call technical support on a rotational basis.

• Perform data-entry tasks as needed.

• Maintains confidentiality.

• Performs other duties, as assigned.

• Must possess a valid Driver’s License from New York, or a contiguous state (i.e., Connecticut, New Jersey, Pennsylvania, and Vermont) OR must have the ability to take ample public transportation to attend meetings in person in the community and in the office as needed.