IT Service Desk Technician: Frontline Support

Columbia University Irving Medical Center; New York (NY); On-site; USD 67,000 - 75,000; Full time

Job summary

Columbia University Irving Medical Center is seeking a Service Desk Technician to provide frontline IT support to faculty, staff, and students. You will diagnose and resolve incidents, manage service requests, and document resolutions to improve end-user experience.

The role requires strong communication, adherence to security policies, and collaboration with IT teams to escalate issues and contribute to knowledge base updates. Hours are 35 per week in our New York location.

Qualifications

• Bachelor’s Degree or equivalent experience in Information Technology, Computer Science, or related field.
• 3 years of experience in technical support or help desk roles.
• Basic knowledge of Windows and macOS operating systems, common software applications, and networking fundamentals.

Responsibilities

• Respond to and resolve incoming help desk tickets via phone, email, chat, and in-person.
• Troubleshoot hardware, software, network, and peripheral device issues for end users.
• Provide guidance on the use of common business applications and IT services.
• Log and track all incidents and service requests in the ticketing system.
• Escalate complex or unresolved issues to appropriate IT teams according to procedures.
• Maintain and update technical documentation, FAQs, and knowledge base articles.

Skills

Windows

macOS

Networking fundamentals

Customer support

Education

Bachelor's degree or equivalent IT/CS

Tools

ServiceNow

Jira Service Management

Remedy

Job description

Columbia University Irving Medical Center is seeking a Service Desk Technician to provide frontline IT support to faculty, staff, and students. You will diagnose and resolve incidents, manage service requests, and document resolutions to improve end-user experience.

The role requires strong communication, adherence to security policies, and collaboration with IT teams to escalate issues and contribute to knowledge base updates. Hours are 35 per week in our New York location.