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Helpdesk Specialist

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

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.

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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.barnett@touro.edu (646-565-6285) or, alternatively, to the Chief Compliance Officer at compliance@touro.edu and 646-565-6000 x55330.