Advertised Summary Job Description: Reporting to the Director of IT for Arts and Sciences in the Office of the Executive Vice President of Arts and Sciences, the incumbent is responsible for managing the day-to-day service desk operations of Faculty Desktop Support (FDS). The FDS service desk implements basic PC and Mac desktop support for about 1800 users (faculty, administrators, and staff) within the Arts and Sciences Division at Columbia University.
Overseeing a staff of transient graduate student technicians, including performance evaluation, time tracking, and management of coverage.
Helping with desktop support cases including hardware and software installations, troubleshooting, pre-purchase advice, decommissioning and recycling of hardware, diagnosing resolving computer-related problems, printing issues, and adding PCs to the CUIT enterprise domain.
Training faculty and staff on usage of hardware, software, web applications, data management, backups, data recovery, and other computing services.
Providing assistance as needed with related projects, services, and operations of ASIT, including management of server backups, assistance with special projects often working closely with CUIT, provisioning and de-provisioning of user accounts on Windows domain and using SCCM interface, assistance with server maintenance including server backups, managed desktop and mobile devices, assistance with e-rooms and classroom AV and operations, assistance with documentation of knowledge-base, operations, and procedures. Responsibilities may also include assistance with large scale PC or domain migrations as needed.
Incumbent will use ticket tracking system and help maintain a knowledge-base of solutions and help collect metrics to assess trends in computer needs and problems; will help maintain computer hardware inventory and software licenses, and oversee repair and redistribution of A&S computing assets to faculty and staff.
Incumbent will work closely utilizing excellent communication skills with both faculty and administrators in Arts and Sciences and help answer and distribute requests for help amongst the technician staff. The successful candidate will work with the Executive Vice President's office to formulate and implement new IT policies and procedures for workflows and data security and perform other duties as required.
General Minimum Qualifications: Bachelor's degree and/or equivalent related experience required. 3 years of related experience.
Additional Specific Minimum Qualifications: Experience in technical support, training, or teaching is required.
The ideal candidate has experience working with the needs, processes, and procedures of faculty and administrators in humanities and social science departments, and has a strong familiarity with Social Sciences and Humanities research fields and methods.
Knowledge of hardware and software support for Windows based systems (Windows 7 forward), MAC OS systems (Sierra and forward) and basic knowledge of computer and printer networking protocols required.
Must be able to prioritize, plan, and make competent decisions in a time sensitive environment and possess considerable aptitude with negotiating skills and human relations. Demonstrated analytical skills required. Ability to work independently is a must.
As a member of the National Collegiate Athletic Association (NCAA) and the Council of Ivy Group Presidents (Ivy League), it is imperative that members of the Columbia University community, in all matters related to the intercollegiate athletics program, exhibit the highest professional standards and ethical behavior with regard to adherence to NCAA, Conference, University, and Department of Intercollegiate Athletics and Physical Education rules and regulations.
Columbia University is an Equal Opportunity/Affirmative Action employer.
Internal Number: 126_174982
About Columbia University
Columbia University is one of the world's most important centers of research and at the same time a distinctive and distinguished learning environment for undergraduates and graduate students in many scholarly and professional fields. The University recognizes the importance of its location in New York City and seeks to link its research and teaching to the vast resources of a great metropolis. It seeks to attract a diverse and international faculty and student body, to support research and teaching on global issues, and to create academic relationships with many countries and regions. It expects all areas of the university to advance knowledge and learning at the highest level and to convey the products of its efforts to the world.