Service Desk Technician

Columbia University Irving Medical Center; New York (NY); Presencial; USD 67.000 - 75.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Windows

macOS

Networking fundamentals

Customer support

Educación

Bachelor's degree or equivalent IT/CS

Herramientas

ServiceNow

Jira Service Management

Remedy

Descripción del empleo

Grade 104

• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary: Regular
• End Date if Temporary:
• Hours Per Week: 35
• Standard Work Schedule:
• Building:
• Salary Range: $67,300 - $75,000

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 Service Desk Technician provides frontline technical support to CUIMC faculty, staff, and students by diagnosing and resolving IT-related issues. This role handles incident management, service requests, and user inquiries, ensuring a positive customer experience. The Technician works collaboratively with IT teams to escalatem and resolve problems while maintaining documentation and adhering to institutional policies.

Responsibilities

Essential Duties

Technical Support

• 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.

Documentation & Reporting

• 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.
• Assist in the development of user guides and training materials.
• Document all interactions, troubleshooting steps, and resolutions in the ticketing system thoroughly.

Security & Compliance

• Adhere to CUIMC’s IT security policies, including data protection and confidentiality standards.
• Report potential security incidents or vulnerabilities promptly.

People

• Provide clear, concise, and professional communication to end users regarding technical issues, resolutions, and workarounds.
• Follow up with users to ensure timely resolution and customer satisfaction.
• Listen actively to user concerns to accurately diagnose problems and deliver effective solutions.
• Communicate technical information in an accessible way to non-technical users.
• Escalate issues promptly with detailed information to appropriate IT teams or management.
• Collaborate with team members and other departments to ensure consistent messaging and effective problem resolution.
• Participate in team meetings, training sessions, and knowledge-sharing activities to enhance communication and support skills.

Other

• Participate in special projects and initiatives to enhance IT support services.
• Stay current with emerging technologies and best practices relevant to end-user support.
• Perform other duties as assigned.

Minimum 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.

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or ITIL Foundation.
• Experience in a healthcare, academic, or research environment.
• Familiarity with ticketing systems like ServiceNow, Jira Service Management, or Remedy.

Equal Opportunity Employer / Disability / Veteran

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