Service Specialist

About the position

The Service Specialist at Columbia University provides essential technical support services to end users, working closely with the Desktop Support team and CUIMCIT clients. This role involves both onsite and remote support for hardware, software, and networking issues, ensuring effective resolution of user problems and contributing to process improvements.

Responsibilities

• Provide technical support via phone, email, and in-person consultations to faculty and staff in both Windows and Apple environments.
• Gather, organize, and document relevant information directly from customers into the trouble ticketing system.
• Perform system audits, upgrades, and miscellaneous technical maintenance on faculty, administrative, and room systems.
• Assist Desktop Support Tech team to implement, train, and maintain technological resources such as computers, printers, copiers, mobile devices, and telecommunications.
• Provide leadership and direction to student casuals, temporary, and part-time employees.
• Utilize a sophisticated level of technical competency in troubleshooting and support.
• Apply excellent customer-service techniques to all interactions and work.
• Work closely with core resources to ensure all telecommunications/network connections and equipment are operating correctly.
• Play an advisory role in the specification of audio/visual equipment purchased by each school.
• Perform additional duties as assigned and/or requested.

Requirements

• Bachelor's degree or equivalent in education and experience plus three years related job experience.
• Proven support capabilities with strong knowledge of PC and Apple operating systems, connectivity, and email applications.
• Hands-on proficiency in Windows 10, Mac OS, Active Directory, Exchange, drive encryption products, and data backup/retrieval.
• Experience troubleshooting hardware and software issues on both Mac and Windows platforms.

Nice-to-haves

• Bachelor's degree in computer science or related field.
• Experience in a client-facing IT support environment.
• Experience troubleshooting ID/authentication issues.

Benefits

• Health insurance
• Paid holidays
• Professional development opportunities
• Flexible scheduling