Under general supervision, provide technical software, hardware and network problem resolution to all computer users by performing question/problem diagnosis and guiding users through step-by-step solutions. Clearly communicate technical solutions in a user-friendly, professional manner. Provide one-on-one end-user training as needed. Field all help desk related calls by creating the initial record of the request, resolves all level-one end-user problems over the phone, and schedule a site visit if issue cannot be resolved remotely. Escalate more complex end-user problems on to the Helpdesk Manager. Coordinate timely repairs of PC equipment and schedule system upgrades. Understand the need for data security in a healthcare environment and perform data encryption of all electronic devices according to industry best practices. Deliver, tag, set up and assist in the configuration of end-user PC desktop, software and peripherals. The incumbent is expected to remain current with industry standards and best practices. Additionally, this role require the incumbent to do one early shift per week (7am -3pm). At the director's discretion, the incumbent may be required to attend professional development courses.
Serve as lead helpdesk technician; provide escalated support with more complex issues
Oversee Mac deployment using the JAMF suite. Liaise with institution Mac support team
Assist with managing Citrix infrastructure. Primary support for Citrix issues
Assist Helpdesk Manager and System Administrator with Windows (Active Directory) account creation and maintenance
Manage shared calendars creation and maintenance
Administer SharePoint sites. Point of contact for all related matters
Additional related duties as assigned.
Bachelor's degree in related field, plus three years of experience
Hands-on experience with general computing and desktop administration.
Understanding of the following: Windows 7/8.1, MAC OS X, MS Office products (Excel, Outlook, Word, Powerpoint and Access), Networking (TCP/IP, DNS, DHCP, VPN and wireless configuration), and PBX administration.
Familiarity with securing devices through various forms of encryption software.
Ability to manage domain accounts In an Active Directory environment.
Knowledge of Disk Imaging and remote software deployment.
Demonstrated experience managing a technical support team.
Must be detail oriented and possess excellent verbal, written, and Interpersonal communication skills.
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.
Internal Number: 506455
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.