IT Service Desk Technician — Frontline Support Pro

Columbia University in the City of New York; New York (NY); On-site; USD 67,000 - 75,000; Full time

Job summary

Columbia University in the City of New York is seeking a Service Desk Technician to provide frontline IT support to CUIMC faculty, staff, and students. You diagnose and resolve incidents, manage service requests, and contribute to a positive user experience.

The role emphasizes ticketing accuracy, collaboration with IT teams, and maintaining documentation while adhering to security policies. A bachelor’s degree or equivalent IT experience is required, with 3 years in technical support and

Qualifications

• Bachelor's degree or equivalent IT/CS-related experience is required.
• 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, phone calls, emails, and in-person support requests.
• 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 accurately.
• Escalate complex or unresolved issues to appropriate IT teams according to established procedures.
• Maintain and update technical documentation, FAQs, and knowledge base articles.

Skills

Customer service

Technical support

Communication

Windows/macOS basics

Education

Bachelor's Degree or equivalent (IT, CS, or related)

Tools

ServiceNow

Jira Service Management

Remedy

Job description

Columbia University in the City of New York is seeking a Service Desk Technician to provide frontline IT support to CUIMC faculty, staff, and students. You diagnose and resolve incidents, manage service requests, and contribute to a positive user experience.

The role emphasizes ticketing accuracy, collaboration with IT teams, and maintaining documentation while adhering to security policies. A bachelor’s degree or equivalent IT experience is required, with 3 years in technical support and