Technical Services Associate

6 days ago

Shanghai, Shanghai, China NYU Shanghai Full time

Position Overview

The IT Services Associate plays a crucial role in supporting the delivery and management of technology services, assisting end-users, and ensuring the efficient functioning of IT operations within NYU Shanghai.

Core Responsibilities:

  • Advanced Technical Assistance: Act as the main point of escalation for intricate technical challenges faced by faculty, staff, and students, ensuring prompt and effective solutions.
  • Proactive Issue Resolution: Detect and mitigate potential IT issues before they disrupt operations, employing analytical skills and proactive strategies.
  • Onboarding and Offboarding Facilitation: Support the onboarding and offboarding processes for new students, faculty, and staff, ensuring seamless transitions and access to essential resources.
  • Identity and Access Management: Address identity and access management concerns for the NYU Shanghai community, ensuring secure and appropriate access levels.
  • System Integration Knowledge: Comprehend the integration between various critical systems, ensuring smooth operation and data flow.
  • Service Management Oversight: Manage Google Services, Email Direct, and other global IT services, ensuring consistent performance and availability.
  • IT Service Enhancement: Assist in the implementation and continuous improvement of IT service management processes, adhering to best practices.
  • IT Service Communications: Help draft and distribute announcements regarding new IT services, service catalogs, and campus-wide IT updates.
  • Communication Facilitation: Serve as a communication link between NYU Shanghai and NYU New York, promoting information flow and collaboration.
  • Internal Communication Development: Encourage effective communication within the IT department and across other departments to ensure alignment on objectives and initiatives.
  • Stakeholder Interaction: Regularly engage with faculty, staff, and students to gather feedback and improve the quality of IT services.
  • Policy and Procedure Support: Assist in the creation and revision of IT policies and procedures to ensure compliance and operational efficiency.
  • IT Service Desk Management: Oversee IT service desk tickets, providing guidance and ensuring efficient resolution of issues.
  • ServiceLink Oversight: Monitor ServiceLink ticket assignments to ensure proper routing and timely resolution, addressing any routing issues as they arise.
  • SLA Support: Assist the IT Services Manager in managing service level agreements (SLAs) and tracking performance metrics to meet service commitments.
  • User Documentation Development: Create and maintain comprehensive user guides, FAQs, and other documentation to assist end-users in effectively utilizing IT services.
  • Knowledge Management Contribution: Aid in the creation and upkeep of the IT Knowledge Base, internal Wiki, and regular IT newsletters to keep the community informed.
  • Project Involvement: Participate in IT projects, contributing to planning, execution, and thorough documentation to support project objectives.
  • Team Collaboration: Work alongside IT team members to achieve shared goals and deliver high-quality IT services.
  • Mentorship Opportunities: Provide guidance and support to junior staff members, assisting in their professional growth and performance enhancement.
  • Professionalism: Maintain a professional and approachable demeanor in all interactions, fostering a positive and supportive IT environment.

Qualifications

  • Bachelor's degree in Information Technology, Computer Science, or a related discipline.
  • At least 2 years of experience in an IT support or related position.
  • Strong problem-solving abilities and attention to detail.
  • Excellent communication and interpersonal skills.
  • Capability to work independently and collaboratively.
  • Strong organizational and time-management skills.

Preferred Qualifications:

  • Experience in an academic or educational setting.
  • Familiarity with IT service management frameworks (e.g., ITIL).

Additional Information

About NYU Shanghai

NYU Shanghai is China's first Sino-US research university and the third degree-granting campus of the NYU Global Network. Founded in collaboration with East China Normal University, NYU Shanghai aims to cultivate globally-minded graduates through innovative teaching, world-class research, and a commitment to public service.

NYU Shanghai is an equal opportunity employer dedicated to equity, diversity, and social inclusion. We take pride in our diverse and talented staff members, who work collaboratively to build and sustain this unique and pioneering institution of higher education in China.

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