Senior Technical Support Specialist

• Job Type: Officer of Administration
• Regular/Temporary: Regular
• Hours Per Week: 35
• Salary Range: $70,000 - $82,000

Position Summary

Reporting to the Associate Director for Faculty Support, the incumbent's primary responsibility is to serve as the contact for the technology needs of the Columbia Business School community. The position, both independently and as part of the support team, works with clients on a wide-ranging one-on-one basis, providing concierge access to the range of services ITG provides. All efforts of the support team are coordinated by the team's lead. The team also assists in supporting the School's other clients when necessary. This position works with high level constitutes and is expected to act as a role model for the support organization both technically and professionally. The incumbent must have time management skills and a strong sense of personal responsibility for the needs of their clients. Columbia Business School is a leader in its field, and the incumbent must be able to accommodate a corresponding level of expectations and outcomes.

Responsible for end user support for assigned services. Provides day-to-day 1st and/or 2nd level support, both in person and remote. Provides world class service and support, includes VIP support. S/he has responsibilities for advanced support. This individual works under minimal direction, often without supervision.

Responsibilities

Client Support and Engagement

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  Responds to our clients' in-person, email, and telephone requests for assistance on a wide-ranging one-on-one basis, providing concierge access to the range of services ITG provides. Retains ownership of all received requests to ensure follow through, from initiation to resolution. Follows up and interacts with all clients to their satisfaction. Consults with our clients on their computing needs and purchasing decisions.

  
  

Training and Knowledge Sharing

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  Assists the Associate Director in the development and teaching of workshops on commonly used applications. Keeps abreast of current trends in IT.

  
  
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  Works with the Associate Director to write documentation and FAQs to assist clients in their computing tasks. Participates in the maintenance of a knowledge base of problems and solutions, and the web pages where it is presented. The knowledge base is a key reference in the resolution of future problems.

  
  

Technical Problem-Solving and Issue Resolution

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  Consults with colleagues and vendors as needed while retaining ownership of issues as appropriate from initiation to resolution. Using ITIL-based software, tracks all issues and client requests. Troubleshoot, research and document problems and their resolutions.

  
  
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  Participates in the planning and implementation of upgrades, installations and hardware/software customizations. Performs break/fix work and software/hardware customizations. Installs moderate/complex software/hardware infrastructure. Manages all first level end user support of assigned services.

  
  

Team Collaboration and Process Improvement

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  Works closely with colleagues on process improvements and day to day management of user issues. Participates constructively in a team environment and provides guidance to other team members.

  
  
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  Provide guidance and support to junior staff members, acting as a mentor to help them develop their skills, navigate challenges, and grow professionally within the organization.

  
  
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  Maintain positive relationships with customers, collaborating effectively with peer technical groups and other IT support teams to ensure smooth communication, cooperation, and the highest level of service.

  
  
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  Capable of efficiently managing and completing daily tasks independently, demonstrating self-sufficiency and the ability to perform their duties without needing assistance or supervision from others.

  
  
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  Participates in ITG project teams as requested. Assists other ITG teams when needed.

  
  
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  Performs other duties as required.

  
  

Minimum Qualifications

• Bachelor's degree and/or equivalent related experience required. Minimum 3-5 years related experience required.
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  Must have demonstrated strong verbal and written communication skills with the ability to explain technical issues to non-technical users.

  
  
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  Strong customer service skills are required as is the ability to work with a wide variety of high level constituents including faculty, students and staff.

  
  
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  Must be detail-oriented, self-motivated, have the ability to self-train, and require minimal direction while exercising good judgment.

  
  
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  The ability to manage multiple, parallel activities, work under pressure and organize time and resources is a must.

  
  
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  Knowledge of key operating systems, system maintenance processes, and troubleshooting techniques.

  
  
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  Demonstrates excellence in a variety of competencies including teamwork/ collaboration, analytical thinking, communication, creative problem solving, and influencing skills. Windows OS, Mac OS, Active Directory, MS Office 365, MS Exchange, virus protection, drive encryption products, patch management, security best practices, data backup/ retrieval, TCP/IP networking, and specialized statistical/ business related software.

  
  
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  Work week is Monday-Friday 9:00am-5:00pm, plus occasional weekend work with compensating days off during Monday-Friday. Shifts and work days may fluctuate as academic demands require.

  
  

Preferred Qualifications

• Experience in a higher education or other academic setting is highly desirable.
• ITIL Experience is a plus.

Equal Opportunity Employer / Disability / Veteran

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