Senior Service Specialist

Columbia University in the City of New York; New York (NY); Hybrid; USD 76,000 - 90,000; Full time

Job summary

Columbia University in the City of New York seeks a Senior Service Specialist to provide advanced desktop, laptop, and network support across CUIMC, including executive-level users. The role includes mentoring staff, coordinating ticket workflows, and leading project work with both onsite and remote support.

Ideal candidates will supervise and guide junior team members, collaborate with IT peers, and stay current with technology trends to improve services and end-user experiences.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field or equivalent combo of education and experience.
• 4 years of progressive IT operations experience including lead or supervisory capacity.
• Advanced proficiency with Windows operating systems and Windows networking concepts.
• Strong in AD administration and Outlook/Exchange client support.
• Excellent written and verbal communication, able to work under pressure.

Responsibilities

• Provide onsite and remote Tier 2/3 support for end users on campus and at remote locations.
• Deliver high-touch support for VIP users and provide backup coverage as needed.
• Plan and implement hardware/software upgrades, installations, and custom configurations.
• Collaborate with vendors and CUIMC IT staff to troubleshoot, research, resolve, and document issues.
• Lead ticket triage, coordinate small to mid-sized projects, and document new workflows.

Skills

Windows OS proficiency

Active Directory

Outlook/Exchange

IT operations

Team leadership

Education

Bachelor's degree in IT/CS or equivalent

Tools

ServiceNow

Drive Encryption

Job description

• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary: Regular
• End Date if Temporary:
• Hours Per Week: 35
• Standard Work Schedule:
• Building:
• Salary Range: $76,000–$90,000

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

Position Summary

The Senior Service Specialist provides advanced desktop, laptop, and network support for administrative departments across CUIMC, including executive-level (VIP) users. This position serves as a key escalation point and team lead, responsible for coordinating ticket workflows, mentoring staff, and managing project-based work. The role includes a mix of onsite and remote support for hardware, software, networking, and mobile device issues.

The Senior Service Specialist will also assist with documentation, custom configurations, and coordination with vendors and IT peers. They are expected to stay current with technology trends and actively contribute to the improvement of systems, processes, and end-user support experiences.

This role delivers IT services on behalf of CUIMC in coordination with external affiliates and institutional partners, supporting integrated technology operations across organizations.

Subject to business needs, we may support flexible and remote work arrangements. Options will be discussed during the interview process.

Responsibilities

Essential Duties:

Technical Support

• Provide onsite and remote Tier 2 and Tier 3 support for end users on campus and in remote locations, including troubleshooting for hardware, software, networking, and smartphone issues.
• Deliver high-touch support for executive-level (VIP) users and provide backup coverage as needed.
• Participate in planning and implementation of hardware/software upgrades, installations, and custom configurations.
• Work with vendors and CUIMC IT staff to troubleshoot, research, resolve, and document technical issues.

Project & Workflow Management

• Serve as the point person for ticket triage and workflow management in the manager’s absence.
• Coordinate and manage small to medium-sized technical projects and team assignments.
• Define and document new workflows, develop solutions to recurring issues, and recommend improvements to current systems.
• Create and maintain internal support documentation and contribute to knowledge base development.

People

• Provide guidance to junior team members and support onboarding of new hires.
• Maintain strong relationships with customers, technical peers, and other IT teams across CUIMC.
• Serve as a subject matter expert (SME) for designated technology areas or projects as needed.
• Ensure excellent communication and collaboration with stakeholders during service delivery and project work.

Other

• Stay up to date with IT trends and solutions that enhance service delivery.
• Perform on-call and responsibilities as assigned/requested.

Minimum Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.
• 4 years of progressive experience in IT operations, including years supervisory or lead capacity within a service desk or IT support environment.
• Advanced proficiency with Windows operating systems.
• Strong understanding of Windows networking concepts and general networking protocols.
• Proficiency with Active Directory administration and Microsoft Office products, including Outlook and Exchange client support.
• Ability to communicate clearly and professionally via telephone and in person, demonstrating active listening, empathy, and patience.
• Strong written communication skills; able to write clearly, concisely, and effectively in email and documentation.
• Demonstrated ability to thrive in a fast-paced, deadline-driven environment with changing priorities.
• Highly organized and detail-oriented with the ability to quickly learn new systems and technologies.
• Capable of managing multiple tasks or projects simultaneously while working independently or as part of a team.
• Ability to lift at least 50 pounds

Preferred Qualifications

• Knowledge of Drive Encryption products.
• Knowledge of an incident management system like Service Now.

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.