IT Support Technician 1- Yale Law School

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Overview

Reporting to the Associate Director of User Support Services, the IT Support Technician I provides first-line technical support to the Law School community, including faculty, staff, and students. The position requires a strong commitment to exceptional customer service, a calm and reassuring approach when assisting others, and the ability to build and maintain positive professional relationships with members of the Law School community. Listening carefully, communicating clearly, and providing approachable, respectful, and dependable support are essential for building trust and rapport with the community. The technician monitors incoming support requests through the IT ticketing system(s), email, telephone, and walk-in requests, responding to, resolving, or escalating issues promptly and professionally while maintaining accurate service documentation. 

The IT Support Technician I diagnoses and resolves hardware, software, printer, mobile device, connectivity, and application issues and supports the deployment and ongoing use of technology throughout the Law School. Responsibilities include imaging and deploying new computer systems, coordinating computer upgrades for faculty and staff, managing loaner laptops and iOS devices, setting up technology for new users, including visiting faculty and lecturers, maintaining accurate service documentation, and escalating issues when appropriate. The technician takes ownership of user issues and provides appropriate follow-through, whether through resolution or escalation, helping ensure reliable and effective technology services that support the Law School’s academic and administrative mission.

The successful candidate must be a collegial, flexible, and collaborative member of the YLS IT team who demonstrates patience, professionalism, initiative, and sound judgment. The technician must be able to communicate technical information clearly to users with varying levels of technical experience, organize and prioritize competing responsibilities, adapt to changing needs, and demonstrate accountability and follow-through. A willingness to learn new technologies and contribute to continuous improvement is essential.

• Deliver exceptional customer service by responding to technical support requests in a professional, courteous, and timely manner.
• Troubleshoot and resolve issues involving Windows, macOS, iOS, desktop and laptop computers, printers, mobile devices, peripherals, and standard business applications.
• Monitor and manage support requests received through the ticketing system, email, telephone, and walk-in support.
• Accurately document incidents, resolutions, and service requests in the IT service management system.
• Deploy, configure, and replace computer equipment, including data migration and user profile configuration.
• Support Microsoft O365 applications and cloud collaboration platforms, including Outlook, Teams, OneDrive, SharePoint, and Dropbox.
• Escalate complex issues to senior technical staff while maintaining ownership and communication throughout the support process.
• Create and maintain technical documentation and knowledge base articles.
• Collaborate with members of the IT team on projects, technology rollouts, and continuous service improvements.
• Prioritize multiple requests effectively while meeting established service expectations.
• Other duties as assigned.

Required Skills and Abilities

1. Demonstrated ability to provide excellent customer service with strong interpersonal skills. Ability to listen carefully, understand user needs, and respond in a diplomatic, professional, and timely manner. Ability to organize and prioritize multiple requests effectively.

2. Excellent oral and written communication skills with strong attention to detail. Demonstrated ability to communicate technical information clearly to users with varying levels of technical experience and to work collaboratively and respectfully with colleagues. 

3. Demonstrated hands-on experience troubleshooting computer hardware, software, mobile devices, peripherals, printers, and operating systems, including Windows, macOS, and iOS. Familiarity with Microsoft O365 applications, cloud-based file storage and collaboration platforms, and commonly used business applications.

4. Demonstrated ability to work effectively in a fast-paced and changing environment, prioritize competing responsibilities, meet deadlines accurately, and follow through on assigned work. Strong problem-solving and troubleshooting skills.

5. Demonstrated initiative, curiosity, and willingness to learn new technologies and maintain current technical skills as the needs of the Law School evolve.

Preferred Skills and Abilities
1.Experience with IT service management/ticketing systems, endpoint management tools, and enterprise technology support environments.

2.Familiarity with technologies such as Zendesk, JAMF, MS Endpoint Management/Intune, Zoom, Dell, Lenovo, and Apple hardware. 

3.Certifications such as CompTIA A+, Network+, Microsoft, or Apple certifications are a plus.

Principal Responsibilities

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. Required Education and Experience 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.

Job Posting Date

10/05/2026

Job Category

Technician

Bargaining Unit

L34

Compensation Grade

Labor Grade D

Compensation Grade Profile

Hourly Range

$31.83

Time Type

Full time

Duration Type

Staff

Work Model

On-site

Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.

Health Requirements

Certain positions have associated health requirements based on specific job responsibilities. These may include vaccinations, tests, or examinations, as required by law, regulation, or university policy.

Posting Disclaimer

The hiring rate of a role is determined in accordance with the provisions outlined in the respective collective bargaining agreement.

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the position. Employees will be assigned specific job-related duties through  their hiring department.

The University is committed to basing judgments concerning the admission, education, and employment of individuals upon their qualifications and abilities and seeks to attract to its faculty, staff, and student body qualified persons from a broad range of backgrounds and perspectives. In accordance with this policy and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.

Inquiries concerning Yale's Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).

Note

Yale University is a tobacco-free campus.