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Service Desk Technician at Columbia University
New York, New York, USA -
Full Time

Start Date

Immediate

Expiry Date

22 Nov, 25

Salary

80000.0

Posted On

23 Aug, 25

Experience

3 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Internal Customers, Email, Connectivity, Windows, Network Troubleshooting, Operating Systems

Industry

Outsourcing/Offshoring

Description
  • Job Type: Officer of Administration
  • Bargaining Unit:
  • Regular/Temporary: Regular
  • End Date if Temporary:
  • Hours Per Week: 35
  • Standard Work Schedule:
  • Building:
  • Salary Range: $70,000-$80,000
    Position Summary
    Reporting to the Senior Service Desk Specialist, the Service Desk Technician provides technical support via phone, email, chat or in-person consultations to University faculty, students, and staff. Incumbent must be able to comfortably operate in Windows and Apple environments, and some user knowledge of Linux/Unix shell environments. This is a service-oriented phone support call center environment; assisting or redirecting students, faculty, and staff on a wide range of issues.
Responsibilities
  • Provide accurate and rapid response to customer problems to ensure customer productivity.
  • Gather, organize, and document relevant information directly from customers.
  • Consistently apply excellent customer-service techniques to all interactions and work (e.g., set expectations appropriately, confirm problem is resolved, understood correctly and ensure satisfaction).
  • Utilize Knowledge Management system content (knowledge bases) and personal technical background to identify and resolve IT issues.
  • Work with junior members of the Service Desk, providing guidance and handling escalations.
  • Monitor and oversee the work of other team members when needed.
  • Escalate single-user issues when and where appropriate (e.g., service owners, Senior Service Desk Specialist, other Helpdesks) as per knowledge content and training.
  • Participate in Service Desk tasks and projects when appropriate.
  • Weekday, Weekend, and off-hour work may be necessary on occasion. Shift hours may vary based on work schedule.
  • Perform additional duties as assigned and/or requested