Helpdesk Specialist - Touro University New York : Job Details

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 include but are not limited to:

• Respond to email, webform, 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).

• Bachelor's Degree or the equivalent in education and work experience.

Travel

• Travel to other Touro University campuses as needed.

Physical Demands

• Extensive Use of Computers and telephones.
• Extensive time sitting and standing.
• Able to lift up to 5 lbs.