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Columbia University
Service Desk Technician
Help Desk
Edtech.com's Summary
Columbia University is hiring a Service Desk Technician. The role provides frontline technical support to faculty, staff, and students at the Columbia University Medical Center, diagnosing and resolving IT issues and handling incidents, service requests, and user questions. The technician works with other IT teams to escalate problems and keeps documentation current in line with institutional policies.
Highlights
- Respond to help desk tickets, phone calls, emails, and in-person requests, and troubleshoot hardware, software, network, and peripheral problems for end users.
- Log and track every incident and service request in the ticketing system, and escalate complex issues to the appropriate IT teams following established procedures.
- Maintain technical documentation, FAQs, and knowledge base articles, and help develop user guides and training materials.
- Follow up with users to confirm timely resolution, explaining technical information in accessible terms for non-technical staff and students.
- Guide users on common business applications and IT services while following CUIMC IT security and data protection policies and reporting potential security incidents promptly.
- Contribute to special projects and team training sessions that improve IT support services and keep skills current with emerging end-user technologies.
- Bachelor’s degree or equivalent experience in information technology, computer science, or a related field, plus 3 years in technical support or help desk roles.
- Basic knowledge of Windows and macOS, common software applications, and networking fundamentals, with CompTIA A+, Network+, MCP, or ITIL certifications and ServiceNow, Jira Service Management, or Remedy experience preferred.
- Salary range of $67,300 to $75,000, in a full-time, 35-hour-per-week regular position.
Service Desk Technician Full Description
Reference: 560588
Department: CUIMC IT
Employment: Full Time
Grade: 104
Job Type: Officer of Administration
Regular/Temporary: Regular
Hours Per Week: 35
Salary Range: $67,300 - $75,000
The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.
Position Summary
The Service Desk Technician provides frontline technical support to CUIMC faculty, staff, and students by diagnosing and resolving IT-related issues. This role handles incident management, service requests, and user inquiries, ensuring a positive customer experience. The Technician works collaboratively with IT teams to escalate and resolve problems while maintaining documentation and adhering to institutional policies.
Responsibilities
Essential Duties:
Technical Support
- Respond to and resolve incoming help desk tickets, phone calls, emails, and in-person support requests.
- Troubleshoot hardware, software, network, and peripheral device issues for end users.
- Provide guidance on the use of common business applications and IT services.
Documentation & Reporting
- Log and track all incidents and service requests in the ticketing system accurately.
- Escalate complex or unresolved issues to appropriate IT teams according to established procedures.
- Maintain and update technical documentation, FAQs, and knowledge base articles.
- Assist in the development of user guides and training materials.
- Document all interactions, troubleshooting steps, and resolutions in the ticketing system thoroughly.
Security & Compliance
- Adhere to CUIMC’s IT security policies, including data protection and confidentiality standards.
- Report potential security incidents or vulnerabilities promptly.
People
- Provide clear, concise, and professional communication to end users regarding technical issues, resolutions, and workarounds.
- Follow up with users to ensure timely resolution and customer satisfaction.
- Listen actively to user concerns to accurately diagnose problems and deliver effective solutions.
- Communicate technical information in an accessible way to non-technical users.
- Escalate issues promptly with detailed information to appropriate IT teams or management.
- Collaborate with team members and other departments to ensure consistent messaging and effective problem resolution.
- Participate in team meetings, training sessions, and knowledge-sharing activities to enhance communication and support skills.
Other
- Participate in special projects and initiatives to enhance IT support services.
- Stay current with emerging technologies and best practices relevant to end-user support.
- Perform other duties as assigned.
Minimum Qualifications
- Bachelor’s Degree or equivalent experience in Information Technology, Computer Science, or related field.
- 3 years of experience in technical support or help desk roles.
- Basic knowledge of Windows and macOS operating systems, common software applications, and networking fundamentals.
Preferred Qualifications
- Certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or ITIL Foundation.
- Experience in a healthcare, academic, or research environment.
- Familiarity with ticketing systems like ServiceNow, Jira Service Management, or Remedy.
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.
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