General Duties and Responsibilities

Under direct supervision, assists with routine operations and problem resolution of computing and/or communications functions, The IT Support Assistant performs work in technical support areas, applications development, operations, help desk, and similar environments, as well as in the field where equipment may be located.

All personnel perform related work. There is only one level of this title. This specification describes typical assignments for this title; related duties may be assigned as needed.

Qualification Requirements

1.    Candidates must possess a High School Diploma, GED, or equivalent.

2.    Candidates must possess eighteen months of related full-time work experience, or an equivalent combination of work experience and education beyond the High School Diploma.

·         Completion of college credits in Information Technology may be substituted at the rate of three credits for three months' experience. Completion of eighteen college credits in Information Technology may be substituted for the entire experience requirement.

·         Completion of eighteen additional college credits outside the field of Information Technology may be substituted for an additional six months of experience.

3.    Demonstrated English language proficiency, including the ability to speak, read, write, and understand English well enough to meet minimally acceptable performance standards set for Job tasks.

4.    A Motor Vehicle Driver's License, valid in the State of New York, may be required for some, but not all, positions.

General Work Tasks Routine Operations

1.    Operates, transports, makes minor adjustments to, and helps install and configure equipment such as:

·         Computing devices of all types, including mainframe computers, microcomputers, and personal computing devices.

·         Communications technology, including telephones and equipment, and communications network equipment.

·         Computer peripherals and related equipment, including equipment to support multimedia applications (video, audio, and conferencing). 

2.    Performs routine system operations and administration. Loads media (cartridges, tapes, forms, paper, and disk packs), operates various programs and processes, maintains user accounts, monitors computing and communications activities, and updates logs.

3.    Assists with data storage operations. Transfers data from one medium/format to another. Performs routine backup and recovery tasks. Transports and/or transmits designated data in any format to other locations as directed.

4.    As directed, makes minor adjustments and implements routine technical updates to hardware and software (including networks, operating systems, applications software, Web pages, and data tables).

5.    Maintains records such as inventory records and records of assignment and use of technical equipment.

Problem Resolution

·        Communicates with technology users and other technology staff to understand the details of work assignments and the nature of problems. May log or document problem reports.

·        Tests computer and communications equipment to check its capacity and capability to perform as specified, and report findings.

·        Identifies problems regarding computer, peripheral, or communications equipment, and the operating environment.

·         Determines the causes of malfunctions by various methods (e.g., observation, use of diagnostic software or equipment).

·        Informs a supervisor or designated contact for repairs. Documents findings and actions taken in appropriate logs. Follows up to assure problems have been resolved.

·        May perform simple repairs such as replacing faulty computer, peripheral and communications equipment and/or component parts (e.g., boards, cards, monitors, cables, communications circuits), fixing electromechanical components (e.g., Switches, relays, transformers) and tuning/adjusting components to correct malfunctions.

Related Tasks

·        May enter data into, or operate, computer-based systems in performing work, including problem logs and help desk systems.

·         Maintains standards for safety and for the proper use of equipment and tools.

·         Adheres to uniform performance standards and efficient work methods. Provides timely and effective service, occasionally assists in orientation and training of new staff. May temporarily supervise other personnel.

IT Support Assistant

Selection Process Examination Specification

1.    Education Requirement: Candidates must possess a High School Diploma, GED, or equivalent. Documentation will be requested. There is no equivalent for this requirement.

2.    Experience Requirement: Candidates must possess eighteen months of related experience or equivalent:

·        Completion of 18 higher education credits at a Higher Education institution with a grade of "C" or better.

·        18 months of full-time related work experience in technology (technology support, computer repair, computer operations, and/or help desk)

3.    Evaluation Requirement: Upon meeting the minimum requirements established in "1" and "2" above, candidates will receive a score of "70". Candidates then have a choice as to whether, and how, their additional credentials will be reviewed, using the options below. Candidates can combine options to achieve a final score; however, a candidate may receive a score of up to "100", but not more than "100".

A.   Examination Option

Candidates choosing the Examination Option will take the COMP TIA "A+ Essentials" examination (100 questions, 90 minutes). This is a vendor-neutral industry-wide certification. 

·        Test scores will be banded according to the score achieved on the examination (the examination has a scoring range of 100 - 900, with 675 considered a passing score.

o   Score of 675 - 750: Examination score of "80"

o   Score of 751 - 825: Examination score of "90"

o    Score of 826 - 900; Examination score of "100"

B.   Education Option

Candidates choosing the Education Option will provide transcripts from an accredited institution of higher education related to credits successfully taken, and completed with a grade of "C" or better.

·         Education will be banded according to number of credits received in information technology disciplines with 12 credits considered a passing score:

o   19 - 23 credits: Additional 10 points (i.e., score of "80" if test is not taken)

o   24 - 35 credits: Additional 10 points (i.e., score of "90" if test is not taken)

o   36+ credits, OR completion of an Associate's Degree with a minimum of 24 credits in Information Technology: Additional 10 points (i.e., score of "100"if test is not taken).

C.   Certification Option

Candidates may choose to provide proof of certification in one or more vendor-specific disciplines. The list of acceptable certifications is to be identified by the IT Steering Committee. CUNY reserves the right to determine that a professional certification claimed by an applicant will not contribute to their final score. If using Option A- Examination, the COMP TIA A+ certification cannot be counted a second time. 

·         One certification: Additional 10 points (i.e., score of "80" if no other option is taken).

·         Two certifications: Additional 20 points (i.e., score of "90" if no other option is taken). 

Additional Considerations

Upon validating minimum qualifications, candidates have the option to provide evidence of a valid New York State Driver's license for those positions having this requirement. This information is optional (not required to complete the application).

Upon validating minimum qualifications, candidates have the option to "opt out" of one or more Boroughs or Colleges through a selection checklist provided with the application. If they opt out of any location, their name will not appear on the list for this location.