• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary: Regular
• End Date if Temporary:
• Hours Per Week: 35
• Standard Work Schedule:
• Building:
• Salary Range:$76,000.00 - $89,000.00

Position Summary

Reporting to the Sr. Director, IT Service Delivery, the Senior Service Specialist is responsible for desktop, laptop, VOIP phone, and network support for administrative departments including VIP users. Incumbent will be part of a team that provides onsite and remote first and second level support on and off campus for hardware, software and networking issues and installations.

Responsibilities

• Provide onsite and remote tier 2 and tier 3 support for users on and off campus for hardware, software, networking and smartphones issues and installations.

• Serve as point person for team, manage ticket assignments and workflow in manager's absence. Provide VIP support and backup as needed.
• Manage and delegate projects amongst team members and mentor and train new members of team.
• Co-ordinate and manage small to medium size projects and define and document new workflows as needed for the team, developing new solutions and improvements to existing systems and/or user issues.
• Complete research and create documentation for peers and end users. Keep abreast of current trends in IT.
• Participate in planning and implementation of upgrades and installations and hardware software customizations, assimilate new technology information and solutions.
• Work with vendors and other CUIMCIT staff to troubleshoot, research, resolve and document problems and their resolutions.
• Maintain good relationships with customers, peer technical groups and other IT support organizations/groups and provide subject matter expertise to project teams on an as needed basis.
• Perform additional duties as assigned and/or requested.

Minimum Qualifications

• Bachelor's degree or equivalent in education and experience plus four years' related experience.
• 4-6 years' experience in a client facing environment ideally supporting VIP customers.
• Advanced proficiency with Windows and Mac operating systems.
• Must have a background with Windows networking and networking in general.
• Proficiency with Active Directory, office products including MS Exchange /Outlook client.

Preferred Qualifications

• Knowledge of Drive Encryption products.
• Knowledge of an incident management system like Service Now.

Other Requirements

• Strong verbal and written communications skills, and the ability to assist diverse clients via telephone, utilizing active listening skills, asking questions for clarification and using interpersonal skills such as empathy and patience. Demonstrate professionalism in written communication, including email and all levels of interactions.

• Demonstrated ability to work in a fast-paced, and deadline driven environment.
• Demonstrated excellence in a variety of competencies including teamwork/collaboration, analytical thinking, influencing skills, and technical expertise.
• Ability to work with changing priorities and with multiple projects.
• Highly organized individual with ability to learn quickly, prioritize, and an eye for attention to detail.
• Process request for adds, moves, changes and disconnections; complete all user request related to VOIP technologies including voicemail, auto attendant and contact center.
• Maintain open communications with New York Presbyterian Hospital telecommunications staff; interface with other telecommunication vendors relative to products and services; oversee and work to meet service level agreements for all services.
• Software programming: provide support to investigate hardware and software problems and perform minor system and communication connection repairs.
• Ability to work as part of a cohesive team and on own initiative with minimal direction and supervision.

Equal Opportunity Employer/Disability/Veteran

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