Candidate must be able to provide the highest quality customer care with every interaction. Candidate will report to the Director of Desktop Services in supporting the school's faculty and staff on both PC and MAC systems; Will provide day-to-day level one desktop support, including: Monitoring, logging and assigning support requests to other techs via help desk software.
Work with other Level 1 Techs to keep workrooms organized, inventory of supplies, inventory computer tracking, and in charge of secure hard disk/device disposal program.
Creating and monitoring tickets for CUMC IT services - E-mail, domain, IP, etc. Providing remote support for basic tasks where possible -- account resets, lockouts, paths, etc.
Scheduling tech appointments for advanced assistance.
Assisting in setup and deployment of new devices, troubleshooting basic hardware and software applications, network connectivity, network printing.
Will assist other Level 1 Techs in maintaining and organizing the group's image library, updating the School's asset inventory and other projects as assigned.
Requires a bachelor's degree or equivalent in education, training and experience, plus two years of related experience.
2 years of frontline support acting as the primary contact for customers;
Enjoys working with people;
Excellent oral and written communication skills, particularly as relates to explaining technical issues to nontechnical people;
Self-motivated, independent worker;
Interested in a long-term tech career;
Quick learner with excellent research and documentation skills;
Experience setting priorities and negotiating deadlines with users in some capacity;
Experience as a member of a team;
Creative, innovative, out-of-the-box thinker;
Meticulous at documenting your work in helpdesk ticketing system;
Good working knowledge of Windows 7 and 10 as well as Mac OS Yosemite and newer;
Hands on troubleshooting experience with MS Office applications, Microsoft EndPoint Protection, Symantec Antivirus, and peripherals, such as printers, scanners, and iPhones, iPads, and Android devices, Dell Desktops and Laptops;
Introductory level understanding of TCP/IP networking;
The ability to independently research and document technical solutions.
A+ and Microsoft Certified Professional certifications
Experience with Help Desk systems (Service Now)
2 years Call Center or helpdesk experience
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.
Internal Number: 508475
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.