Service Desk Technician

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

Reference: 560588

Department: CUIMC IT

Employment: Full Time

Grade: 104

Job Type: Officer of Administration

Regular/Temporary: Regular

Hours Per Week: 35

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 elevate 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 CUIMCs 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.