Asst Service Desk Technician

• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary: Regular
• End Date if Temporary:
• Hours Per Week: 35
• Standard Work Schedule:
• Building:
• Salary Range: $65,000-$70,000

Position Summary

Reporting to the Senior Service Desk Specialist; the Assistant Service Desk Technician serves as a central point of contact for all CUIMCIT questions, problems or request of any supported service, application utility or system. This role provides accurate problem analysis, including business impact, and facilitates implementation of timely solutions. Responsibilities include technical support via phone, email, chat or in-person consultations to university faculty, students, alumni, affiliates, and staff.

Responsibilities

• Provide accurate and rapid response to customer problems of a basic nature to ensure customer productivity.
• Maintain ownership of all issues until an appropriate resolution is reached.
• Gather, organize, and document relevant information regarding issues reported from customers.
• Research, resolve, and respond to basic questions received via telephone calls, emails, chat, in-person, and callbacks in a timely manner, in accordance with current standards.
• Acquire and maintain knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
• Contribute solutions and utilize Knowledge Management system in accordance with current standards.
• Participate in basic team projects that enhance the quality or efficiency of the Service Desk.
• Attend training sessions and team meetings, develop basic business and technical writing skills, and act as a resource as needed during critical system outages.
• Consistently apply excellent customer service-techniques to all interactions (phone calls, emails, chats, and or walk-ins), and work; e.g. set expectations appropriately, confirm a problem is resolved or understood correctly and ensure satisfaction.
• Escalate single-user issues when and where appropriate (e.g. service owners, senior service desk support, other service desks) as per knowledge contact and training.
• Weekend and off-hour work may be necessary.
• Shift hours may vary based on the work schedule, volume, and needs.
• Perform additional duties as assigned and/or requested.

Minimum Qualifications

• Bachelor's degree or equivalent in education and experience.

Preferred Qualifications

• Bachelor's degree in computer science or related field or equivalent in experience.
• Experience troubleshooting ID/authentication issues.
• 2+ years of full-time frontline helpdesk/tech support experience.
• Knowledge of ticketing systems.
• Some user knowledge of UNIX shell environments.
• HDI certification (Support Center Analyst, Desktop Support Technician, Customer Service Representative).
• Knowledge Centered Support Publisher Certification.
• A+, Network+ certification.
• Minimum 2 years' customer service experience (in any industry).
• Minimum 2 years' previous Service Desk or Desktop Support experience supporting internal customers.

Competencies

• Ability to communicate clearly via the telephone, utilizing active listening skills, asking questions for clarification, and using interpersonal skills such as empathy and patience.
  
• Demonstrated ability to speak and write clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including email.
• Ability to work with minimal supervision and in a team environment.
• Ability to identify and diagnose basic IT problems and recommend solutions.
• Ability to work in a fast paced, team based, customer service-oriented environment.
• Ability to learn quickly and be consistently detail-oriented.
• Type approximately 35 words per minute with accuracy.

Equal Opportunity Employer / Disability / Veteran

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