Job Abstract

The Yale Law School IT team is committed to providing exceptional support services to the Law School community. This position requires a commitment to excellent customer service, a calm and reassuring demeanor, a curiosity for knowledge, and the desire to learn. The team offers a broad range of technology support services, including user guidance, troubleshooting, and the purchasing of tech equipment and supplies.

Responsibilities include monitoring incoming service channels, such as the ticketing system, walk-ins, telephone, and email, and responding to, resolving, or escalating support requests promptly, courteously, and professionally. The ideal candidate will accurately record incoming requests and issues in the ticketing system and maintain and update support documentation. Diagnose and troubleshoot issues with Windows, macOS, and iOS devices, providing technical support for computer hardware, mobile devices, software, and applications. Execute new computer deployments with accuracy and attention to detail, including scheduling and ensuring the transfer of existing data and configuration is completed as requested.

The candidate will also manage the purchasing process of technology and other supplies, including requesting vendor quotes, receiving equipment, updating, and maintaining inventory, and assigning installation tickets to IT staff. They will stay current with Law School and University guidelines, policies, and procedures is essential. This position reports to the Associate Director of User Support Services.

The ideal candidate will demonstrate the following competences: Customer Service Focus: Listening carefully to and understanding customers’ needs and proactively responding to those needs in a consistent and prompt manner. Teamwork/Communication: Working cooperatively to achieve common goals. Be a collegial, flexible, and collaborative member of the YLS IT team. Support cooperation, collaboration, and the sharing of information. Product Excellence: Provide the best quality product available and continuously upgrade standards to maintain quality. Leadership: Provide direction and motivation to others through communication, modeling appropriate behavior, optimism, and high achievement. Innovative: Openness to new ideas and their implementation. Ability to react and adapt to changing situations appropriately. Strategic Thinking: Analyze and understand IT challenges to identify high-impact solutions, prioritize tasks effectively to achieve optimal outcomes.

The following principal responsibilities are generic in nature; the information contained in this Position Focus is most relevant to this position.
Ability and willingness to keep technology skillsets current and learn new skills to meet the evolving needs to support the Law School.
1. Provides telephone based and email computer support at the ITS Help Desk. Provides assistance to end-users related to computer and or networking problems, and services and procedures within Yale University. 2. Troubleshoots computing related problems. Identifies and analyzes all software, hardware, and network-related issues, recommend solutions and assist user with resolution. Escalates problems of a complex nature as needed. 3. Provides functional support for University financial and administrative applications, including both a detailed understanding of how the applications function and of how to use them consistent with Yale’s financial and administrative policies and procedures. Exercises judgment to escalate functional issues of a complex nature as needed. 4. Responds to emergency calls and routine calls. Analyzes problems to determine if a technician site visit is required. Creates work order and follow-ups on technician visit to ensure resolution. Documents all reported problems. 5. Evaluates user applications and operating system to allow for maintenance. Provides consultation on systems related problems and recommendations regarding systems and equipment to end-users; provides support, information and consulting services to faculty, staff and students. 6. Assists users in maintaining their desktop computing environment. Recommends supported software applications operating systems to end-users. Assists in the maintenance of a knowledge database. Maintains equipment inventories. 7. Applies understanding and knowledge of information systems products and services to assist internal users. Identifies, investigates and researches user questions and problems as well as recognize, research, isolate and resolve information systems problems. 8. Helps identify skill level and recommends training courses for users. Assists in developing documentation and /or related material for training. 9. Acts as liaison between end-user and departments. 10. Provide coverage for ITS Client Accounts including accounts and access creation, modification, maintenance and deletion 11. Completes and documents technical projects such as the testing of hardware and software products. 12. Assures compliance with University required security and information technology policies and procedures. Six years of related experience, four of them in the same job family at the next lower level, and a high school level education; or four years related experience and an Associate's degree; or little or no work experience and a Bachelor degree in a related field; or an equivalent combination of experience and education.