Service Specialist

• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary: Regular
• End Date if Temporary:
• Hours Per Week: 35
• Standard Work Schedule:
• Building:
• Salary Range: $70,000-$77,000

Position Summary

Reporting to the Manager, Desktop Support, the Service Specialist works closely with all members of Desktop Support, and all CUIMCIT clients to provide technical support services to our end users. The Incumbent will be part of a team that provides onsite and remote first and second level support for users on and off campus for hardware, software, and networking issues and installations.

Responsibilities

• Work independently and with other members of the group on process improvements and day to day management of user issues

• Provide technical support via phone, email, and/or in-person consultations to faculty and staff in both Windows and Apple environments
• Gather, organize and document relevant information directly from customers into trouble ticketing system
• Perform system audits, upgrades, and miscellaneous technical maintenance on faculty, administrative, and room systems
• Assist Desktop Support Tech team to implement, train, and maintain school/building's technological resources (computers, printers, copiers, mobile devices and telecommunications)
• Provide leadership and direction to student casuals, temporary and part-time employees. Utilize a more sophisticated level of technical competency
• Consistently apply excellent customer-service techniques to all interactions and work (e.g., set expectations appropriately, confirm a problem is resolved correctly and ensure satisfaction)
• Work closely with core resources to ensure all telecommunications/network connections and equipment are operating correctly. Play an advisory role in specification of audio/visual equipment purchased by each school
• Weekend and off-hour work may be necessary on occasion
• Perform additional duties as assigned and/or requested

Minimum Qualifications

• Bachelor's degree or equivalent in education and experience plus three years related job experience
• Proven support capabilities with strong knowledge of PC and Apple operating systems, connectivity and email applications, network troubleshooting, web tools and problem-diagnosis skills
• Hands-on proficiency in Windows 10, Mac OS, Active Directory, Exchange, drive encryption products and data backup/retrieval
• Experience troubleshooting hardware and software issues on both Mac and Windows platforms
• Ability to work weekend and off-hour work on occasion

Preferred Qualifications

• Bachelor's degree in computer science or related field.
• Experience in a client facing IT support environment.
• Experience troubleshooting ID/authentication issues.

Other Requirements

• Demonstrated ability to support computer networks involving client computers, servers and printers.
• Ability to communicate clearly via the telephone, utilizing active listening skills, asking questions for clarification and using interpersonal skills such as empathy and patience.

• Ability to work in a fast paced, team based, customer service-oriented environment and deadline driven environment, while multitasking and managing time efficiently.

• Ability to work with changing priorities and with multiple projects.
• Ability to be precise and attentive to detail.

• Demonstrated ability to speak and write clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including email.

• Demonstrated excellence in a variety of competencies including teamwork/collaboration, analytical thinking, influencing skills, and technical expertise.
• Ability to take initiative, have discretion, establish priorities, and good independent judgment with the ability to work with minimal supervision.

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.