Associate Desktop Support Specialist

Columbia University Information Technology; New York (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

Columbia University Information Technology is looking for an Associate Service Specialist responsible for providing desktop and mobile phone support to users. You will be part of a proactive team that offers tier 2 support for over 3000 endpoints and assists with both remote and onsite solutions.

The role requires a bachelor's degree and experience in IT support, proficiency in Windows and Mac systems, and excellent communication skills. The position may require working on weekends and off hours as needed.

Qualifications

• Minimum 2-4 years’ related experience.
• Minimum 2 years’ experience in a client-facing IT support environment.
• Proficiency in supporting Windows and Mac operating systems.

Responsibilities

• Provides onsite and remote tier 2 support for over 3000 endpoint devices.
• Develops new solutions and improvements to existing systems.
• Participates in the planning and implementation of upgrades.

Skills

Customer relationship skills

Analytical thinking

Multitasking

Organizational skills

Communication skills

Windows support

Mac support

Remote support tools

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

JAMF

SCCM

Bomgar

Code42 CrashPlan

Active Directory

Job description

Reporting to the Lead Service Specialist; the Associate Service Specialist is responsible for desktop and mobile phone support to Columbia University Information Technology (CUIT) customers. The incumbent will be part of a team that provides onsite and remote first and second level support for over 3000 endpoints on and off campus for hardware, software, and networking issues and installations.

Responsibilities

• Provides onsite and remote tier 2 support for over 3000 endpoint devices
• Works with other members of the group on process improvements and day-to-day management of user issues
• Develops new solutions and improvements to existing systems
• Creates documentation for peers and end users
• Participates in the planning and implementation of upgrades, installations and hardware/software customizations
• Keeps abreast of current trends in IT
• Works independently with vendors and other CUIT staff to troubleshoot, research, resolve and document problems and their resolutions
• Maintains good relationships with customers, peer technical groups and other IT support organizations/groups
• Works well in a team environment
• Weekend and off-hour work may be necessary on occasion
• All other duties as assigned

Qualifications

• Bachelor’s degree and/or its equivalent required
• Minimum 2-4 years’ related experience
• Minimum 2 years’ experience in a client-facing IT support environment
• Proficiency in supporting Windows and Mac operating systems, multiple email clients, MS Office, malware and virus protection as well as remote support tools
• Must have a Windows networking and support background
• Has the ability to multitask, prioritize, and think analytically
• Must be able to assimilate information coming through multiple channels
• Excellent customer relationship skills and ability to handle demanding customers
• Strong organizational skills
• Excellent verbal and written communication skills
• Ability to work with minimal supervision
• Ability to work weekend and off-hour work on occasion

Preferred Qualifications

• Knowledge of JAMF, SCCM, Bomgar, Code42 CrashPlan, Active Directory and drive encryption
• Knowledge of an incident management solution like ServiceNow