Reporting to the Help Desk Manager, the Senior User Services Consultant is responsible for assisting management in the day-to-day operations of the Service Desk team members, as well as directly supporting users with service requests or incidents, in accordance with the Service Desk procedures. The Senior User Services Consultant will collaborate with appropriate technical and operational leaders from affiliated institutions.
Specific primary responsibility will be to resolve Epic end-user application issues for Columbia University Irving Medical Center (CUIMC) and its affiliates. This integral member of the Operations team also participates in all aspects of Epic implementation including analysis, development, training, and go-live support. Works directly with management and other team members on a variety of projects to help Information Services meet their short- and long-term goals.
Leading all aspects of the implementation process in support of application go-lives and upgrades as tasks pertain to Application Support Group responsibilities and other assigned projects; including participation in on-call coverage nights and weekend 10%
Creating, delivering, and leading training to assist the User Support Group staff in resolving incidents, as well as targeted mentoring to assist with more complex issues 10%
Managing high priority incidents requiring a higher level of attention by a manager or support group outside the Service Desk 10%
Working with Service Desk management in planning and scheduling for support coverage, and alter existing schedules during staff shortages 10%
Receiving incident and service request escalations from User Services Consultants to provide higher level technical support for end users 10%
Working with Service Desk management on improving services based on staffing and resource requirements 10%
Providing incident ticket quality assurance - review submitted tickets for accuracy, comprehensiveness, and adherence to policy and procedure guidelines 10%
Working with Service Desk Management to develop and continuously improve plans for the staff 5%
Creating documentation used by User Services Consultants for diagnosis and troubleshooting, and review documentation composed by User Services Consultants for accuracy, completeness, and adherence to policies and procedures 5%
Being knowledgeable about all new technologies, and communicate the latest policies and procedures 5%
Undertaking all Service Desk management responsibilities including (but not limited to) ensuring sufficient support coverage in all areas of the Service Desk along with a high quality of support 5%
Performing User Services Consultant activities in support of high-call volume periods, when all elevated responsibilities have been attended to, and/or as otherwise instructed by management 5%
Other duties as assigned 5%
Bachelor's degree or equivalent in education, training, and experience, plus 4 years of related experience
Epic Module Certification (Epic module certification is required from the outset but must be obtained during the first four months of employment). Maintenance of specific module certifications is required and is determined over time by leadership.
Demonstrated levels of Service Desk Management and Supervisory experience appropriate for the needs of the position.
Strong organizational skills with emphasis on detail and follow up.
Demonstrated high level of technical support experience and knowledge required for all services supported by the Service Desk.
Ability to work independently.
Knowledge of thin client architecture.
Knowledge of Electronic Medical Record (EMR), Registration, Scheduling, Billing, Transcription, EMPI, ADT, or other clinical and ancillary systems utilized in hospitals and physician practices.
Experience with hand held devices and Macintosh Operating Systems.
Excellent decision making and problem solving skills
MCSE, MCSA, MCP, A+, and Security +,
DELL Certification: Managed Deployment Tech Lead Assessment
Demonstrated superior level of understanding of Microsoft Windows 7/10 as well as Mac OS X operating systems, as well as, general PC hardware, networking (TCP/IP, DNS, WINS, DHCP) wireless communication, and anti-virus software.
Understanding of Windows 2016-2019 Server family and Active Directory (architecture, user, groups, and computer management).
Basic understanding of GPO.
Understanding and ability to read PowerShell and VB scripts.
VMware and V-Sphere configuration and deployment of virtual machines with various operating systems.
Windows server builds and configurations x86 and x64 based
IBM and HP Servers, Blade Servers, Dell Servers, MAC Xservers
LAN & WAN Troubleshooting
Active Directory in troubleshooting new and existing accounts
Built and configured, Windows 2010, Linux Red-Hat, and Sun servers to organizational standards
Windows 7, Windows 10, Windows Server 216-2019, MAC OS10.14-17; Linux (SLES, RHEL, Ubuntu) and Solaris (Limited); VMware ESX Server
Evening and weekend hours required. This position provides support during non-working hours to ensure the operation of production systems.
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.
Internal Number: 503887
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.