L1 Desktop Support / Student Technology Support
Overview
Provide dependable, hands-on technical support in a student-facing environment where responsive service and sound troubleshooting make a direct impact. This onsite role supports students with everyday technology needs, including connectivity, printing, laptops, and exam software. The ideal candidate is personable, proactive, calm under pressure, and comfortable balancing independent problem-solving with timely escalation to the broader IT team.
Required Skills
- Experience providing basic L1 or desktop support; no specific number of years required
- Hands-on experience supporting both Mac/macOS and PC environments
- Strong troubleshooting and problem-solving abilities
- Familiarity with common issues involving:
- Wi-Fi and network connectivity
- Printers
- Laptops and other end-user devices
- Software and general workstation functionality
- Ability to provide professional, timely, in-person support
- Strong customer service and communication skills
- Outgoing, personable, and comfortable working directly with students
- Good judgment when determining whether to troubleshoot independently or escalate
- Ability to follow established troubleshooting procedures and IT documentation
- Professionalism, reliability, punctuality, and a service-oriented approach
- Ability to remain calm and effective under pressure
Nice to Have Skills
- Experience supporting a predominantly Mac environment
- Experience assisting users with academic or exam-related technology
- Familiarity with Exam4 or similar exam software
- Experience working in a student services, educational, or other high-touch support environment
- Experience documenting technical issues and resolutions
Preferred Education and Experience
- Preferred experience includes hands-on L1 desktop or technical support in a customer-facing environment.
- The role is open to junior candidates with strong practical skills as well as experienced desktop support professionals who can contribute immediately.
- No specific degree or formal educational credential was provided as a requirement.
Other Requirements
- Work arrangement: Fully onsite, five days per week
- Location: Brooklyn, NY
- Schedule: 35–40 hours per week
- Assignment duration: Through December 16
- Must be available to start November 30 or December 1 and commit to the full assignment
- Must be able to provide consistent, dependable onsite coverage throughout the assignment
- Must be comfortable supporting approximately 80% Mac and 20% PC users
- Must be prepared to escalate complex issues or requests requiring elevated access to the appropriate IT team
