Desktop Support Engineer

$85,000 - $100,000/Yr

Columbia University - New York, NY

Full-time

New York, NY

Educational Services

About the position

The Desktop Support Engineer at Columbia University is responsible for managing the day-to-day service desk operations for the Arts & Sciences IT (ASIT) department. This role involves providing technical support to approximately 1800 users, including faculty, administrators, and staff, while also contributing to the improvement of IT services and policies. The position requires a blend of technical expertise and soft skills to effectively assist users with varying levels of technical knowledge.

Responsibilities

• Support users of widely varying technical knowledge and differing computing needs and convey complex information to non-expert customers.
• Provide in-person and remote desktop support to A&S faculty and staff, including hardware and software installations, troubleshooting, and related tasks.
• Administer general office hardware and software on computers, e-rooms, printers, etc., and manage physical locations such as server rooms and labs.
• Independently explore potential solutions and liaise with other IT groups to resolve problems.
• Train faculty and staff on usage of hardware, software, web applications, and data management.
• Aid with large-scale projects, services, and operations of ASIT as needed.
• Administer existing IT systems and production servers by patching, fixing, upgrading, and monitoring.
• Use a ticket tracking system, maintain a knowledgebase of solutions, and document frequent processes.
• Maintain computer hardware inventory and software licenses.
• Assist the ASIT team in formulating and implementing new IT policies and procedures.

Requirements

• Bachelor's degree or equivalent with a minimum of four years of related experience.
• Experience in helpdesk/desktop support with strong troubleshooting skills for complex and simple issues.
• Deep knowledge of Windows and Mac operating systems and advanced knowledge of Linux/*nix systems.
• Ability to prioritize, plan, and make competent decisions in a time-sensitive environment.
• Excellent written, verbal, and interpersonal communication skills.
• Strong analytical, multi-tasking, prioritization, and organization skills.

Nice-to-haves

• Previous experience in a higher education environment.
• Familiarity with SCCM/InTune and JAMF device provisioning.
• Basic knowledge of networking protocols.
• Cloud computing (AWS/Azure/GCP) experience and/or certification.
• Knowledge of full-stack web development and applications.

Benefits

• Open salary range between $85,000 - $100,000 based on qualifications and experience.