Technical Support Specialist In The Information Technology Group

• Job Type: Officer of Administration
• Regular/Temporary: Regular
• Hours Per Week: 35
• Salary Range: $60,000 - $65,000

Position Summary

The Technical Support Specialist serves as the primary contact for resolving the computing needs of Columbia Business School clients including faculty, staff and students. The Technical Support Specialist, both independently and as part of a support team, researches and resolves computer-related problems, records the problems and their solutions for future reference and interacts with the constituencies on their usage of the computing environment. This position works with high level constitutes and is expected to act as a role model for the rest of the support organization both technically and professionally. The incumbent must have 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. This individual works under moderate direction, sometimes without supervision.

Responsibilities

1. Responds to our clients' in-person, email, telephone requests, and online chat for assistance on a wide-ranging one-on-one basis, providing concierge access to the range of services ITG provides. Retain ownership of all received requests to ensure follow-through, from initiation to resolution. Follow up and interact with all clients to their satisfaction.
2. Installs and configures and assists with installation of software and proper configuration of computers and mobile devices, and diagnosis of hardware problems. Provides new clients with CBS' computing environment orientation.
3. Participates in the planning and implementation of upgrades, installations and hardware/software customizations. Performs break/fix work and software/hardware customizations. Manages all first level end user support of assigned services.
4. Maintains good relationships with clients, peer technical groups and other IT support.
5. Performs routine maintenance and software/hardware upgrades of public access printers/scanners and workstations. This includes changing toner cartridges and other supplies and maintaining standard configurations.
6. Repackage software and tools for distribution to clients, test/adapt new software for our environment.
7. Maintains current knowledge of commonly used hardware and software.
8. Consults with our clients on their computing needs and purchasing decisions and manages the purchasing process. Assists in the development and teaching of workshops on commonly used applications.
9. Helps to write documentation and FAQs to assist clients in their computing tasks.
10. 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.
11. Using ITIL-based software, tracks all issues and client requests. Researches and solves all computer-related problems for Business School faculty, students, and administrators.
12. Assists in the maintenance of user network accounts.
13. Participate in ITG Project Teams as requested and assists other ITG teams when needed.
14. Performs other duties as required.

Minimum Qualifications

• Bachelor's degree and/or its equivalent related experience required. Minimum 2-4 years of related experience is required.
• Must have demonstrated strong verbal and written communication skills with the ability to explain technical issues to non-technical users.
• 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.
• Must be detail-oriented, self-motivated, have the ability to self-train, and require minimal direction while exercising good judgment.
• The ability to manage multiple, parallel activities, work under pressure and organize time and resources is a must.
• Must understand state-of-the-art software and computing hardware.
• Demonstrated ability to troubleshoot and resolve technical problems in Windows & Mac operating systems and mobile devices, especially recent versions.
• Thorough knowledge of software, networking and protocols common to the Business School computing environment such as: desktop OS virtualization, Microsoft Office, the major web browsers, TCP/IP, antivirus and security solutions, workstation imaging solutions, data backup/management and HTML/simple scripting.
• Must be able to work weekends and evenings on a permanent or rotational basis as the need arises, as well as accommodate daily shift changes depending on seasonal academic schedules and team needs, with compensating days off.
• Occasional travel between buildings and work at off-site locations required.
• The team currently has a hybrid schedule that allows for working 3 - 4 days a week in the office

Preferred Qualifications

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