Computer Support Specialist | Information Technology

The Rockefeller University; New York (NY); On-site; USD 58,000 - 80,000; Full time

Job summary

The Rockefeller University is seeking a Computer Support Specialist to deliver proactive, end-user support across campus. You will engage IT groups, support desktops and mobile devices, and staff the walk-up helpdesk to resolve incidents and requests while promoting excellent customer service.

Ideal candidates will have a Bachelor's degree and strong communication skills, with experience in Apple/Windows, mobile devices, and remote support tools, contributing to a cloud-first, DevOps-enabled IT

Qualifications

• Bachelor's degree in a related field.
• Experience with setup and troubleshooting of Apple and Windows devices.
• Experience with break/fix for mobile devices (iOS and Android).
• Excellent communication and interpersonal skills; ability to work with individuals and teams.
• Ability to work at the walk-up helpdesk and in the field with customers.

Responsibilities

• Support and troubleshooting of desktops, laptops, including mobile devices (Mac OS, Windows, iOS, Android, Linux).
• Break/fix of hardware and software, including OS, network, and applications.
• Staff the walk-in helpdesk and assist IT groups in delivering IT services.

Skills

Apple support

Windows support

Mobile device support

Customer service

Walk-up desk

Remote support tools

Education

Bachelor's degree

Tools

Bomgar

ITSM

MDM

ITIL

Job description

Organization Overview

The goal of Information Technology (IT) is to provide information resources and services to accelerate and support scientific research at The Rockefeller University. Our department is responsible for cyberinfrastructure, high-performance computing, bioinformatics, decision support, data analytics, cybersecurity, and the scientific and administrative software environment at the university. The department is in the midst of a major transition in culture, including the adoption of DevOps and Agile practices, the facilitation of self-service approaches, as well as a 'cloud first' deployment philosophy.

Overview

We seek a Computer Support Specialist who is passionate about providing exceptional, proactive customer and technical service to our campus community. The right candidate will provide end-user support in the field, via our ITSM ticketing platform, and by staffing our walk-in help desk. As part of the Service Desk team, you will actively engage all IT groups to assist in delivering and providing support for all IT services. We are seeking an individual who excels in a diverse, multi-user environment and is passionate about providing exceptional customer service and technical support to individual laboratories performing scientific computations and demanding cutting-edge IT support.

Responsibilities

Responsibilities included and are not limited to the following:

• Support and troubleshooting of desktops, laptop computers, including mobile devices, primarily Mac OS, Windows, iOS, Android, and Linux
• Break/fix of hardware and software, including OS, network, and applications
• Performing other related duties & responsibilities as assigned/requested

Qualifications

Required:

• Bachelor's degree
• Experience with the setup and troubleshooting of Apple and Windows devices, and related network and OS support
• Experience with break/fix for mobile devices (iOS and Android)
• Excellent communication and interpersonal skills
• Must work well on a one-on-one as well as with teams
• Must be able to communicate and represent customer needs to IT, and IT’s requirements to customers
• Must be able to work at the walk-up helpdesk, using remote support tools (Bomgar), as well as in the field with customers at campus locations

Preferred:

• Experience with Linux operating systems (such as Ubuntu or Rocky) is desirable
• Knowledge of ITIL frameworks
• Experience with client endpoint management solutions and MDM
• Experience with prompt engineering and AI tools is a plus

The Rockefeller University is an equal opportunity employer – veterans/individuals with disabilities. Qualified applicants will receive consideration for employment without regard to characteristics protected by applicable local, state, or federal laws, including, but not limited to, disability and protected veteran status.

The salary of the finalist selected for this role will be set based on various factors, including but not limited to organizational budgets, qualifications, experience, education, licenses, specialty, and training. The hiring range provided represents The Rockefeller University's good faith and reasonable estimate of the potential compensation range at the time of posting.

Compensation Range

Min: USD $58,000.00/Yr.

Max: USD $80,000.00/Yr.