Associate Desktop Support Specialist

The Associate Service Specialist is responsible for desktop and mobile phone support to Columbia University Information Technology (CUIT) customers. The incumbent will be part of a team that provides onsite and remote first and second level support for over 3000 endpoints on and off campus for hardware, software, and networking issues and installations.

• Provides onsite and remote tier 2 support for over 3000 endpoint devices.
• Works with other members of the group on process improvements and day-to-day management of user issues.
• Develops new solutions and improvements to existing systems.
• Creates documentation for peers and end users.
• Participates in the planning and implementation of upgrades, installations and hardware/software customizations.
• Keeps abreast of current trends in IT.
• Works independently with vendors and other CUIT staff to troubleshoot, research, resolve and document problems and their resolutions.
• Maintains good relationships with customers, peer technical groups and other IT support organizations/groups.
• Works well in a team environment.
• Weekend and off-hour work may be necessary on occasion.
• All other duties as assigned.

• Bachelor’s degree and/or its equivalent.
• Minimum 2-4 years’ related experience.
• Minimum 2 years’ experience in a client facing IT support environment.
• Proficiency in supporting Windows and Mac operating systems, multiple email clients, MS Office, malware and virus protection as well as remote support tools.
• Must have a Windows networking and support background.
• Has the ability to multitask, prioritize, and think analytically.
• Must be able to assimilate information coming through multiple channels.
• Excellent customer relationship skills and ability to handle demanding customers.
• Strong organizational skills.
• Excellent verbal and written communications skills.
• Ability to work with minimal supervision.
• Ability to work weekend and off-hour work on occasion.

• Knowledge of JAMF, SCCM, Bomgar, Code
  42 Crash Plan, Active Directory and drive encryption tools.
• Knowledge of an incident management solution like Service Now.

Equal Opportunity Employer / Disability / Veteran

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