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Purchasing/Service Desk Facilitator, Information Technology

Job Family: Clerical and Technical  

STARS Requisition: 76307BR 
University Job Title: IT Support Technician 
Department Job Title: Purchasing/Service Desk Facilitator

Grade: D

Duration: Nine months 

Position Focus: 

As a member of the SOM IT Client Services Team, provide purchasing and administrative support to Yale School of Management (YSOM) faculty, staff, and students. Act as Service Desk Facilitator for technical support which includes problem recognition, research, isolation, resolution, and follow-up. Requires experience and understanding of computing systems and networking applications. Involves the use of help desk incident tracking system and system monitoring tools.

Essential Duties: 

  1. Manage the procurement of technology goods and services for YSOM community using appropriate University tools and processes. Manage standing orders and service contracts. Set up new vendors in Procurement and SciQuest which includes but is not limited to vendor set up, placing product and service orders with vendors, and submitting requisitions to create purchase orders. Interacts with external and internal vendors. Process complex financial transactions including paying external suppliers and utilizing online network e-invoicing, various third-party platforms, submit invoices and ensure payment. Work closely with YSOM Business Operations in the execution of all financial transactions. Prepares all documents in accordance with university policies and procedures.
  2. Monitor and respond quickly and effectively to incoming service desk incidents and requests received through the Help Desk channels (walk-up, telephone based and email). Ensure timely responses for first contact via telephone, email, and walk-up requests and process and/or triage per documented procedures. Provide tier 1 assistance to end-users related to technology which includes but is not limited to computer and or networking problems, and services and procedures within SOM Community. Troubleshoot user problems with technology which includes but is not limited to computer hardware, software, and networking. Analyze and resolve user problems, prepare documentation and informational materials for non-technical users within our documentation repository and services catalog. Research and analyze technology which includes but is not limited to software and network problems and recommend solutions or resolve independently.
  3. Work as part of an integrated SOM IT team and with other Yale personnel within a multi-vendor, multi-platform environment.
  4. Respond to emergency calls and routine calls. Analyze problems to determine if a technician site visit is required. Create work order and follows up on technician visit to ensure resolution. Document all reported problems.
  5. Interact with faculty, staff, and students; and interdepartmental personnel at all levels to provide support and education. Interact with external contacts to purchase equipment, resolve problems, and obtain assistance and to compare institutional operations.
  6. Maintain equipment inventories and managing loan equipment.
  7. Other duties as assigned.

Required Education & 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.

Required Skills & Abilities: 

  1. Hands on experience with modern software and operating systems which include but not limited to Windows operating systems and Apple hardware; Mac OS X, iPad, iPhone, and Android-enabled devices, troubleshooting of miscellaneous hardware problems, standard application packages (Microsoft Office productivity tools and standard electronic mail packages).
  2. Ability to process purchase orders and computer hardware and peripherals.
  3. Ability to maintain current technology skillsets and learn new technologies in support of organizational strategic initiatives.
  4. Excellent interpersonal skills and superior customer service orientation. Proven ability and drive to provide excellent customer service. Proven success in a customer environment. Exceptional oral and written communication skills, well organized, and detail oriented.
  5. Ability to work in a fast-paced and changing environment. Proven ability to address production or operational problems with a sense of urgency, ability to quickly make diagnosis and establish rapport with clients. 
  6. Ability to move equipment up to 50 pounds.
  7. Ability to communicate effectively and tactfully, ability to organize and prioritize own work, and the ability to work effectively with others in a team setting.
  8. Ability to flex schedule to cover Help Desk hours, events, programs, planned and unplanned colleagues’ absences which could require occasional weekend, early morning, and weeknight hours.


Experience with instructional technology systems. One of the following certifications: A+, Network+, Microsoft, Apple/Mac. 


  • Customer Service Focus – Listening carefully to and understanding customers’ needs and proactively responding to those needs in a consistent and timely manner.
  • Teamwork/Communication – Working cooperatively to achieve common goals. Support cooperation, collaboration and the sharing of information.
  • Product Excellence – Provide the best quality product available and continuously upgrade standards to maintain quality.
  • Leadership – Provide direction and motivation to others through communication, modeling appropriate behavior, optimism and high achievement.
  • Innovative – Openness to new ideas and their implementation. Ability to react and adapt to changing situations appropriately.
  • Strategic Thinking – Recognize opportunities, identify critical, high pay-off activities and prioritize them to attain goals.

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