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    Service Desk Tech - New York, United States - Columbia University

    Columbia University
    Columbia University New York, United States

    1 week ago

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    Description
    Position: Service Desk Technician at Columbia University
    Salary Range: $61,500 - $73,700

    About the Company:
    Columbia University is hiring a Service Desk Technician to provide technical support via phone, email, chat, or in-person consultations to University faculty, students, and staff. The salary will be determined based on various factors.

    Job Description:

    • Provide quick and accurate responses to customer issues to ensure productivity.
    • Collect, organize, and document relevant information from customers.
    • Apply excellent customer service techniques to all interactions, confirming problem resolution and customer satisfaction.
    • Utilize knowledge bases and personal technical background to resolve IT issues.
    • Guide junior team members and handle escalations.
    • Oversee team members' work when necessary.
    • Participate in Service Desk tasks and projects.
    • Perform additional assigned duties.
    • Weekday, Weekend, and off-hour work may be required at times.

    Minimum Qualifications:

    • Bachelor's degree or equivalent experience.
    • Three years of related work experience.
    • Strong knowledge of Windows and Apple systems, network troubleshooting, and web tools.
    • Ability to work varied shifts as required.

    Preferred Qualifications:

    • Bachelor's degree in computer science or related field.
    • Experience troubleshooting ID/authentication issues.
    • 3+ years of frontline helpdesk/tech support experience.
    • Some familiarity with Linux/UNIX environments.
    • Relevant certifications such as HDI, A+, Network+, and others.

    Other Requirements:

    • Clear communication skills, active listening, and empathy.
    • Ability to diagnose IT problems and find solutions.
    • Adaptability to a fast-paced, customer service-oriented environment.
    • Highly organized with quick learning ability and attention to detail.
    • Ability to multitask and focus under pressure.

    Columbia University is an Equal Opportunity Employer committed to hiring local residents.

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