Reporting to the Director of IT, the incumbent will lead a group of specialized IT technicians responsible for overseeing the maintenance, usage, and user support of enterprised networked computer systems and software applications supporting the business needs of the various departments within Columbia University Facilities and Operations (CUFO).
The incumbent will lead the coordination of technical services provided to the CUFO users on, Manhattanville and Morningside Campus and develop best practices to troubleshoot and provide successful resolutions to issues.
He/She will oversee all support requests through a helpdesk ticketing system , and manage the workflow of all tickets.
The incumbent will be part of a specialized technical team to develop various functions and projects of the CUFO-IT Department.
He/She will develop and oversee best practices in order to lead the provision of timely hardware and user support for all departmental applications.
Using established processes, and developing newly defined processes, the incumbent will oversee front end user support.
He/She will be responsible for supporting and ensuring the physical security of IT equipment.
In addition, the incumbent will be responsible for managing and maintaining IT equipment that meets the needs of the organization.
The incumbent will be expected to work late nights and weekends as required, when necessary.
Performs other duties and special projects as assigned.
Bachelor's Degree required.
A minimum of 4 - 6 years of experience in IT related user support required.
Strong client support service ability and problem resolution skills required.
Excellent teamwork, diplomacy and relationship building are required.
Demonstrated knowledge of Microsoft Office applications, especially Excel, required.
Ability to manage in complex situations and adapt to constantly changing priorities in managing a wide range of issues is necessary.
Experience with managing user support help desk team required.
Systems administration experience with Windows 10 is required.
Excellent communication skills required.
Experience with work flow management in a high-volume operation preferred.
Prior support experience with Mac OS preferred.
General knowledge of relational database concepts, data manipulation, SQL, LAN computing environment a plus.
Previous experience in a University or not-for-profit setting is preferred.
Ability to independently research problems and create solutions is preferred.
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.
Internal Number: 500466
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.