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.
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.
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.
Bachelor's Degree in computer science or related field.
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.
Internal Number: 506387
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.