Helpdesk Specialist

Overview The Touro Helpdesk agent will answer and assist with requests from faculty, staff, and students from across the Touro University System. The Touro Helpdesk manages incidents and requests for all Institutional areas: Finance, Information Technology, Student Services, and Human Resources. This position is not a technical position. Responsibilities Responsibilities include but are not limited to: Respond to email, web form, and phone requests to facilitate resolution. Route and assign requests regarding topics like: TouroOne, Canvas, email, identity management, Student Services, general login accounts, etc. Update and complete incidents and requests within ServiceNow. 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 incidents to student administrative services, Human Resources, and finance departments. Track incidents and requests to completion and escalate to subject matter experts when necessary. Assist with writing and/or editing internal and external documentation. Host requested Zoom sessions with employees and/or students to assist with issues. Attend meetings/project meetings as requested. Any additional task(s) requested by supervisor(s). Qualifications Education/Experience Bachelor's Degree or the equivalent in education and work experience. Knowledge/ Skills/ Abilities Demonstrated proficiency in communication (written and verbal). Customer service and team orientated Familiarity with Ellucian Banner a plus Strong attention to details Ability to solve complex problems and meet deadlines Physical Demands Extensive Use of Computers and telephones. Extensive time sitting and standing. Able to lift up to 5 lbs. Maximum Salary USD $44,000.00/Yr. Minimum Salary USD $38,582.00/Yr. Touro University offers a comprehensive benefits package for full-time employees which includes: Full range of Health Plans Medical Plans (choice of EPO, PPO, High Deductible HSA) Flexible Spending Accounts (FSA) Dental Plans (PPO & HMO) and Vision Plan Dependent Care and Transit Programs Life Insurance, AD&D and Voluntary Supplemental Life Insurance Short-term and Long-term disability programs Retirement Plan (403b) - matching contribution up to 5% for eligible/enrolled employees following one year of employment (may make own pre-tax contributions immediately following employment) Touro University Tuition Exemption Program for eligible employees, their spouse and dependent children Employee Assistance Program Early-Release Fridays (upon approval) Generous Paid Time Off Vacation, Sick Leave, Personal Leave & Floating Holiday Annual Holiday Schedule All campuses of the Touro University unite to promote our core values of Respect, Integrity, and Ethics. As an international institution with diverse and talented faculty and staff, we value an inclusive learning experience where students and employees come first. Touro University is an equal opportunity employer. Touro University treats all employees, job applicants, and students without unlawful consideration of race, ethnicity, religious creed, color, national origin, ancestry, sex (including pregnancy, childbirth or related medical condition), age, disability, medical condition, marital status, genetic information, sexual orientation, gender, gender identity, gender expression, military service or veteran status, citizenship status, or any other classification protected by applicable federal, state or local laws. We are committed to ensuring the fulfillment of this policy in all decisions, including but not limited to, recruitment, the administration of educational programs and activities, hiring, compensation, training and apprenticeship, placement, promotion, upgrading, demotion, downgrading, transfer, layoff, suspension, expulsion and termination, and all other terms and conditions of admission, matriculation, and employment. Inquiries or complaints concerning the non-discrimination policies should be sent to Nicole Barnett, 202 West 43rd Street, 11th Floor, New York, New York, 10036, nicole.barnetttouro.edu (646-565-6285) or, alternatively, to the Chief Compliance Officer at compliancetouro.edu and 646-565-6000 x55330. Job Locations US-NY-New York ID 2024-11372 College Administration Position Type Full-Time Schedule Shift Monday-Thursday 9:00AM - 5:30PM Friday 9:00AM - 2:00PM Hours Per Week 36.5 Travel As needed Category Information Technology FLSA Status Non-Exempt Location : Country US