Assistant Service Desk Technician

• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary: Regular
• End Date if Temporary:
• Hours Per Week: 35
• Salary Range:

Position Summary

Reporting to the Sr. Service Desk Specialist; the Assistant Service Desk Technician serves as a central point of contact for all CUIT 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

• • Maintains ownership of all issues until appropriate resolution reached and communicated to the person reporting the problem.
  • Provides accurate and rapid response to customer problems of basic nature to ensure customer productivity.
  • Researches, resolves, and responds to basic questions received via telephone calls, e-mail, chat, in-person and callbacks in a timely manner, in accordance with current standards.
  • Acquires and maintains current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.
  • Utilizes Knowledge Management system in accordance with current standards.
  • Participates in basic team projects that enhance the quality or efficiency of the Service Desk.
  • Attends training sessions and team Meetings.
  • Develops basic business and technical writing skills.
  • Contributes solutions to Knowledge Management system.
  • Acts as a resource as needed during critical system outages.
  • Gathers, organizes and document relevant information regarding the issue being reported directly from customers
  • Consistently applies excellent customer-service techniques to all interactions (Phone call, email, chat or walk-in) and work (e.g., set expectations appropriately, confirm a problem is resolved or understood correctly and ensure satisfaction.
  • Escalates single-user issues when and where appropriate (e.g., service owners, senior service desk support, other service desks) as per knowledge content and training.
  • Weekend and off-hour work may be necessary on occasion. Shift hours may vary based on work schedule.
  • All other duties assigned.

Minimum Qualifications

• Bachelor’s degree and or/its equivalent required.
• Minimum 0-2 years’ related experience.
• Frontline technical support experience in Windows and Apple environments.
• Knowledge of connectivity and email applications, network troubleshooting and web tools.
• Networking:  Basic knowledge of:  TCP/IP, 10/100 Base-T, hubs, switches and routers, VPN, WiFi
• Core Hardware:  Basic knowledge of:  Wireless devices, printers, servers, desktops, laptops
• Excellent customer service skills.
• Ability to identify and diagnose basic IT problems and recommend solutions.
• Ability to work in a fast paced, team based, customer service-oriented environment.
• Type approximately 35 words per minute with accuracy.
• Professional quality written and verbal communication skills, with a focus on education and/or service.
• The ability to learn quickly and be consistently detail-oriented is a must.   
• Ability to work with minimal supervision and in a team environment.
• Ability to work weekend and off-hour work on occasion.

Preferred Qualifications

• Bachelor’s Degree in computer science or related field.
• Experience troubleshooting ID/authentication issues.
• 2+ years of full-time frontline helpdesk/tech support experience.
• 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.
• Minimum 2 years’ experience supporting Windows and Mac environments.

Equal Opportunity Employer / Disability / Veteran

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