Service Desk Tech

1 month ago

Detroit, United States Columbia University Full time

Position Summary

Reporting to the Senior Service Desk Specialist, the Service Desk Technician provides technical support via phone, email, chat or in-person consultations to University faculty, students, and staff. Incumbent must be able to comfortably operate in Windows and Apple environments, and some user knowledge of Linux/Unix shell environments. This is a service-oriented phone support call center environment; assisting or redirecting students, faculty, and staff on a wide range of issues.

Subject to business needs, we may support flexible and remote work arrangements. Options will be discussed during the interview process.

Responsibilities

Provide accurate and rapid response to customer problems to ensure customer productivity. Gather, organize, and document relevant information directly from customers. Consistently apply excellent customer-service techniques to all interactions and work (e.g., set expectations appropriately, confirm problem is resolved, understood correctly and ensure satisfaction). Utilize Knowledge Management system content (knowledge bases) and personal technical background to identify and resolve IT issues. Work with junior members of the Service Desk, providing guidance and handling escalations. Monitor and oversee the work of other team members when needed. Escalate single-user issues when and where appropriate (e.g., service owners, Senior Service Desk Specialist, other Helpdesks) as per knowledge content and training. Participate in Service Desk tasks and projects when appropriate. Weekday, Weekend, and off-hour work may be necessary on occasion. Shift hours may vary based on work schedule. Perform additional duties as assigned and/or requested.

Minimum Qualifications

Bachelor’s degree or equivalent in education and experience. Three years’ related job experience. Strong knowledge of Windows and Apple operating systems, connectivity and email applications, network troubleshooting, web tools and problem-diagnosis skills. Ability to work weekday, weekend, and off-hour on occasion and according to shift schedule. 

Preferred Qualifications

Bachelor’s degree in computer science or related field. Experience troubleshooting ID/authentication issues. 3+ years of full-time frontline helpdesk/tech support experience. Some user knowledge of Linux/UNIX shell environments. HDI certification (Support Center Analyst, Desktop Support Technician, Customer Service Representative). Knowledge Centered Support Publisher Certification. A+, Network+ certification. Minimum 3 years’ Customer Service experience (in any industry). Minimum 3 years’ previous Service Desk or Desktop Support experience supporting internal customers. Minimum 3 years’ experience supporting Windows and Mac environments.

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