About TRS

Since 1917, the Teachers’ Retirement System of the City of New York (TRS) has been securing better futures for NYC educators. With a pension fund valued at approximately $120 billion, TRS serves over 215,000 members, providing them with retirement, disability, and death benefit services.

Position Summary

We are seeking a Service Operations College Aide who is detail-oriented, organized and has great customer service skills to join our Service Desk team. The successful candidate will be responsible for providing technical assistance and support to end users for Windows 10 computer systems, hardware, software, and network related issues. You will also respond to queries, run diagnostic programs, isolate problems, determine root cause, and determine and implement solutions. Our Service Desk team must respond to incidents and requests quickly and efficiently, so we need a Computer Technician who is diligent, responsive, can efficiently and effectively multi-task, and who pays strict attention to detail. You need the ability to work well with others, excellent verbal and written communication skills, and analytical thinking skills.

Key Responsibilities

- Answer Service Desk calls from TRS end users via Teams, Emails and Service Now ticketing system.
- Perform support of Service desk tickets (Incidents, Requests, Changes.
- Troubleshoot / Diagnosis / Repair of Windows and MAC OS workstations, Workspaces, printers and network devices using various remote tools and technologies.
- Perform roll out of PCs, laptops, monitors, printers and configure user profiles per TRS standards.
- Perform software and hardware inventory tasks as needed.
- Perform imaging of PCs and laptops, install and test new software.
- Work with vendors for troubleshooting and resolution.
- Perform light lifting of equipment, boxes, office furniture, prepare boxes for recycling.
- Degauss hard drives and other equipment as required.
- Keep Service Desk storage, lab and work areas clean and tidy.

COLLEGE AIDE - ASSIGNMENT LEVE - 1020B

For Assignment Level I:
Matriculation at an accredited college or graduate school. Employment is conditioned upon continuance as a student in a college or graduate school.
For Assignment Level II (Information Technology):
Matriculation at an accredited college or graduate school. Employment is conditioned upon continuance as a student in a college or graduate school with a specific course of study in information technology, computer science, management information systems, data processing, or closely related field, including or supplemented by 9 semester credits in an acceptable course of study.
For Assignment Level III (Information Technology Fellow):
Matriculation at an accredited college or graduate school. Employment is conditioned upon continuance as a student in a college or graduate school with a specific course of study in information technology, computer science, management information systems, data processing, or other area relevant to the information technology project(s) assigned, including or supplemented by 9 semester credits in an acceptable course of study. Appointments to this Assignment Level will be made by the Technology Steering Committee through the Department of Information Technology and Telecommunications.

SPECIAL NOTE
Maximum tenure for all Assignment Levels in the title of College Aide is 6 years. No student shall be employed more than half-time in any week in which classes in which the student is enrolled are in session. Students may be employed full-time during their vacation periods.

- Experience providing support to a diverse customer base. - Experience performing troubleshooting to determine root cause of an issue. - Problem resolution skills and experience required. - Hands on experience with Windows operating systems Windows 10 and Microsoft Office 365 or later version is required. - Knowledge of or use of Service Now or equivalent tool tracking and managing Incidents and Requests preferred. - Hands on experience with Endpoint Manager and KACE or equivalent, for application deployments and configurations preferred. - Knowledge of O365/M365 applications and configurations is preferred. - Knowledge of Microsoft Azure, AWS, or other cloud provider management is preferred.

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

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Service Operations College Aide