Senior IT Help Desk Analyst (2 positions)

Posted On: March 19, 2019

Hours: Full Time



The Senior IT Help Desk Analyst provides first level support to all users of Cooper Union information applications and technology. This individual will have to analyze and diagnosis all Cooper Union user inquiries, tickets and issues received via phone, e-mail or the KACE Help Desk ticketing system. Issues maybe as mundane as password resets or as complex as application connectivity issues. This position will also be responsible for inventory tracking of IT equipment.



  • Ensures phone and email requests are answered in a timely manner
  • Provides training and support of employees and student workers on regular basis
  • Evaluates all incidents, escalations, and tracking to completion
  • Tracks and reports SLA performance of KACE IT tickets and requests
  • Provides remote support and resolutions pertaining to Cooper Union PCs, laptops, virtual desktops, etc. and other Cooper Union applications
  • Identifies, troubleshoots, and resolves hardware and software failures that impact a Cooper Union Administrator, Faculty and Student’s productivity
  • Maintains, reconfigures, and upgrades all end user workstations as required
  • On-boards and off-boards employees as requested by Human Resources according to Cooper Union policy and procedures
  • Document configurations of new or existing products and techniques for resolving problems
  • Document troubleshooting methods
  • Document processes required to support all software that is required in the environment as it relates to the end user support
  • Deploys, configures, services and manages end user printers. Working environment provides personal printers to administrative and faculty users along with central multi-function printers in the computer labs for students


  • Ability to effectively communicate technical information to non-technical staff
  • Ability to manage multiple projects, tasks and activities, establish priorities and provide appropriate feedback on project statuses
  • Strong verbal and written communication skills
  • Requires minimal management input
  • Team player
  • Highly organized with strong time management skills
  • Ability to handle multiple priorities efficiently
  • Ability to understand and/or interpret user’s needs
  • Knowledge of ITIL Service Operation\Incident Management principles
  • Strong data interpretation skills to form actionable suggestions to Management
  • Working knowledge of networking principles sufficient to troubleshoot workstation connectivity
  • Working experience with HP printer maintenance and troubleshooting
  • Significant experience with MS Windows 7 -10, MS Office 2010-2016, MS Office 365, User VPN, printers, end-user management software, anti-virus/malware solutions, inventory management systems, ticketing systems, and VMware environments
  • Experience in procurement and vendor/contract relations
  • Good problem-solving skills including troubleshooting remote workstations, laptops and printers
  • Security and user account administration skills to create and troubleshoot access to common network resources


  • Bachelor’s degree in computer science, management information systems or related field preferred
  • A minimum of five years of applicable experience in Information Technology support
  • Strong Microsoft Word/Excel skills
  • Certification in at least one of these areas is preferred: ITIL Foundation, Microsoft Operating System, Microsoft Office Suite Certification, or other Microsoft products

    This is a unionized position.

    The Cooper Union for the Advancement of Science and Art is an Equal Opportunity Employer.

    Submit resume and cover letter to:
    Human Resources
    30 Cooper Square, 7th Floor
    New York, NY 10003

    Or email to:

    • Founded by inventor, industrialist and philanthropist Peter Cooper in 1859, The Cooper Union for the Advancement of Science and Art offers education in art, architecture and engineering, as well as courses in the humanities and social sciences.

    • “My feelings, my desires, my hopes, embrace humanity throughout the world,” Peter Cooper proclaimed in a speech in 1853. He looked forward to a time when, “knowledge shall cover the earth as waters cover the great deep.”

    • From its beginnings, Cooper Union was a unique institution, dedicated to founder Peter Cooper's proposition that education is the key not only to personal prosperity but to civic virtue and harmony.

    • Peter Cooper wanted his graduates to acquire the technical mastery and entrepreneurial skills, enrich their intellects and spark their creativity, and develop a sense of social justice that would translate into action.