Position Summary

Reporting to the Sr. Service Desk Specialist, the Service Desk Technician provides technical support via phone, email, chat or in-person consultations to University faculty, students, and staff. Incumbent must be able to comfortably operate in Windows and Apple environments, and some user knowledge of Linux/Unix shell environments.  This is a service-oriented phone support call center environment; assisting or redirecting students, faculty, and staff on a wide range of issues.

The hours for this role are Tuesday-Saturday from 10am-6pm.

Responsibilities

• Gather, organize and document relevant information directly from customers
• Consistently apply excellent customer-service techniques to all interactions and work (e.g., set expectations appropriately, confirm a problem is resolved o understood correctly and ensure satisfaction)
• Use knowledge content (knowledge bases) and personal technical background to identify and resolve IT issues
• Work with junior members of the Service Desk, providing guidance and handling escalations from them
• Monitor the work of other team members when directed to do so.
• Escalate single-user issues when and where appropriate (e.g., service owners, senior Service Desk support, other Helpdesks) as per knowledge content and training
• Participation in Service Desk tasks and projects when appropriate
• Consistently applies excellent customer-service techniques to all interactions (Phone call, email, chat or walk-in) and work (e.g., set expectations appropriately, confirm a problem is resolved or understood correctly and ensure satisfaction.
• Escalates single-user issues when and where appropriate (e.g., service owners, senior service desk support, other service desks) as per knowledge content and training.
• Weekday, Weekend and off-hour work may be necessary on occasion. Shift hours may vary based on work schedule.
• All other duties assigned.

Minimum Qualifications

• Bachelor's degree and/or its equivalent required.
• Minimum 3-5 years' related job experience.
• Strong knowledge of Windows and Apple operating systems, connectivity and email applications, network troubleshooting, web tools and problem-diagnosis skills.
• The ability to learn quickly and be consistently details-oriented is a must. Training is provided, but a successful candidate is self-motivated to use available resources and self-educate find the best solution possible.
• Professional-quality written and verbal communication skills, with a focus on education and service.
• Ability to work with minimal supervision.
• Ability to work weekday, weekend and off-hour on occasion and according to shift schedule.
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Preferred Qualifications

• Bachelor's Degree in computer science or related field.
• Experience troubleshooting ID/authentication issues.
• 3+ years of full-time frontline helpdesk/tech support experience.
• Some user knowledge of UNIX shell environments.
• HDI certification (Support Center Analyst, Desktop Support Technician, Customer Service Representative)
• Knowledge Centered Support Publisher Certification.
• A+, Network+ certification.
• Minimum 3 years' Customer Service experience (in any industry).
• Minimum 3 years' previous Service Desk or Desktop Support experience supporting internal customers.
• Minimum 3 years' experience supporting Windows and Mac environments.

Equal Opportunity Employer / Disability / Veteran

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