Part-Time User Support Assistant III, IT Operations & Systems

Company Description:

The Fashion Institute of Technology (FIT), part of the State University of New York and an internationally renowned college of art, design, business and technology with a strong emphasis on liberal arts, invites nominations and applications for a User Support Assistant III in the IT Operations & Systems department.

Job Description:

The User Support Assistant III provides Tier 1 technical and operational support to faculty, staff, and students, ensuring the stability and availability of FIT's IT infrastructure during off-hours. This role monitors enterprise systems, servers, data centers, and environmental controls, responds to incidents, and escalates issues as required to maintain institutional operations. The position plays a critical role in safeguarding systems that support health and safety, enrollment, and other essential functions. The incumbent works independently with regular supervisory review and collaborates closely with other IT units to ensure continuity of service.

Essential Functions:

Customer & Technical Support

• Provide Tier 1 technical and customer support to faculty, staff, and students, both in person and remotely, for enterprise hardware, software, endpoints, and peripherals.
• Respond to IT service requests and inquiries from users and other IT staff, including evening and weekend Unified Help Desk personnel.
• Support IT systems and servers, ensuring timely and courteous resolution of issues.

Systems Monitoring & Environment Management

• Monitor environmental and alarm systems in data centers and key computer rooms, escalating issues as necessary.
• Monitor enterprise servers, system consoles, and cloud-based infrastructure to identify and report operational issues.
• Track and escalate backup, restore, and disk quota issues across production systems.

Issue Resolution & Escalation

• Assess the scope and severity of system and infrastructure issues to prioritize response or escalation.
• Escalate outages or multi-user incidents to supervisors, appropriate IT units, and institutional incident channels.
• Assist in troubleshooting, diagnosis, and remediation of IT systems in collaboration with Tier 2 and Tier 3 IT teams.

Operations & Cross-Unit Support

• Perform routine hardware and software services for IT systems and enterprise computers.
• Provide hands-on operational support to other IT technical and support units.
• Assist with coverage for other IT units, consistent with bargaining unit schedules, as requested by management.

Policies, Procedures & Administration

• Adhere to standard operating procedures and institutional IT policies across all supported systems.
• Perform clerical and administrative tasks including documentation, work orders, forms, data entry, and recordkeeping.
• Participate in special projects, emergency response activities, compliance efforts, and work outside regular hours as required.

The preceding description is not designed to be a complete list of all duties and responsibilities required of the position; other duties may be assigned consistent with the classification of the position.

Requirements:

Minimum Qualifications:

• Post-high school certificate or apprenticeship relevant to technical support or information technology.
• 2-4 years relevant technical experience.

Preferred Qualifications:

• CompTIA A+ certification preferred.
• Bachelor's degree in Computer Science or related field.
• 3-5 years in a production server or data center environment.

Knowledge, Skills, & Abilities:

• Knowledge of enterprise hardware, software, and customer support operations.
• Knowledge of Google Workspace, Microsoft Active Directory, Windows and Unix servers.
• Knowledge of authentication methods including Entra, LDAP, and MFA/2FA systems.
• Knowledge of backup environments and server log review.
• Strong written, verbal, and interpersonal communication skills.
• Technical troubleshooting and problem-resolution skills.
• Organization, prioritization, and ability to work independently.
• Collaboration and teamwork in a high-performance IT environment.
• Ability to recognize, escalate, and assist in resolving system issues.
• Ability to multitask and work under pressure with minimal supervision.
• Ability to communicate technical instructions clearly to diverse users.
• Ability to learn institution-specific systems such as Banner and Smartsheets.

Additional Information:

Please note all offers of employment are contingent upon successful completion of the background check process.

Salary

Salary: $48.13 per hour

The UCE-FIT Collective Bargaining Agreement (CBA) dictates the compensation, benefits, and conditions of employment. Hiring Salary: $48.13 per year with step increments per Salary Schedule 93, after twenty-four (24) months of service and annually thereafter.

Work Schedule

Days/Hours: T,W 5pm -10pm & Sa 8am-5pm, work schedule subject to change based on needs of the department.

In person

Benefits

The Fashion Institute of Technology (FIT) provides comprehensive employee benefit programs designed to help keep our faculty and staff and their families healthy, safe, happy, and productive. Our programs also include a variety of components to help our employees improve the quality and balance of their work and family lives, and to help them prepare for their futures.

• Retirement Plans
• Health Care Plan and Dental Plan
• Employee Assistance Program
• Flexible Spending Account
• Commuter Benefit Plan
• FIT Tuition Exemption Program
• Paid Time Off (Vacation, Personal, Sick and Holidays)
• 4-day Summer Workweek
• Qualifying Employer for the Public Service Loan Forgiveness (PSLF) Program

For a full list of FIT benefits, visit our benefits webpage .

Pay Equity by State Employers

Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor's Office of Employee Relations at (518) 474-6988 or via email at [email protected] .

Visa Sponsorship

This position is not eligible for visa sponsorship by the Fashion Institute of Technology.

Equal Employment Opportunity (EEO) Statement

FIT is firmly committed to creating an environment that will attract and retain people from a range of backgrounds. FIT is firmly committed to creating a learning and working environment that encourages, utilizes, respects, and appreciates the full expression of every individual's ability. The FIT community fosters its mission and grows because of its rich, pluralistic experience. FIT is committed to prohibiting discrimination, whether on the basis of race, color, creed, age, national origin, immigration or citizenship status, gender, sexual orientation, disability, marital status, partnership status, caregiver status, sexual and reproductive health decisions, uniformed service, height, weight, any lawful source of income, status as a victim of domestic violence or as a victim of sex offenses or stalking, whether children are, may be or would be residing with a person or conviction or arrest record, or any other characteristic protected by applicable federal, state, or local laws. FIT is committed to providing equal opportunity in employment, including the opportunity for upward mobility for all qualified individuals. Applications from veterans and persons with disabilities are encouraged. Inquiries regarding FIT's non-discrimination policies may be directed to the Chief Equal Employment Opportunity Officer/Title IX Coordinator, 212.217.3360.

Annual Security Report

The safety and well-being of FIT's students, faculty, staff, and visitors is of paramount importance. Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, FIT publishes an annual report containing crime statistics and statements of security policy, accessible here: . A paper copy of the report will be provided upon request by contacting Public Safety's administrative office number at (212) 217-4999.

Physical Requirements and Work Environment

The working conditions for this position will be in any combination of an office space, classroom, or lab environment. The physical requirement for this position will require constant sitting, occasional standing, occasional bending or twisting, occasional walking, occasional pulling, pushing, or reaching, occasional repetitive motions, occasional use of hands to handle tools, and occasionally lifting up to 50 lbs.

Application Instructions:

In order to be considered for this position, please submit the following documents online:

• Resume
• Cover letter
• Unofficial Transcript
• A list of three references with telephone numbers and email addresses

Returning Applicants - Login to your FITNYC Careers Account to check your submitted application material.

Review of applications will begin immediately until the position is filled.

Please note that due to the volume of applications, we will not be able to contact each applicant individually.

Additional information about the Fashion Institute of Technology can be found at: .