Associate Desktop Support Specialist

Reporting to the Lead Service Specialist; the Associate Service Specialist is responsible for desktop and mobile phone support to Columbia University Information Technology (CUIT) customers. The incumbent will be part of a team that provides onsite and remote first and second level support for over 3000 endpoints on and off campus for hardware, software, and networking issues and installations.

Responsibilities

• :Provides onsite and remote tier 2 support for over 3000 endpoint devices
• .Works with other members of the group on process improvements and day-to-day management of user issues
• .Develops new solutions and improvements to existing systems
• .Creates documentation for peers and end users
• .Participates in the planning and implementation of upgrades, installations and hardware/software customizations
• .Keeps abreast of current trends in IT
• .Works independently with vendors and other CUIT staff to troubleshoot, research, resolve and document problems and their resolutions
• .Maintains good relationships with customers, peer technical groups and other IT support organizations/groups
• .Works well in a team environment
• .Weekend and off-hour work may be necessary on occasion
• .All other duties as assigned

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Minimum Qualification

• s:Bachelor’s degree and/or its equivalent require
• d.Minimum 2-4 years’ related experienc
• e.Minimum 2 years’ experience in a client facing IT support environmen
• t.Proficiency in supporting Windows and Mac operating systems, multiple email clients, MS Office, malware and virus protection as well as remote support tool
• s.Must have a Windows networking and support backgroun
• d.Has the ability to multitask, prioritize, and think analyticall
• y.Must be able to assimilate information coming through multiple channel
• s.Excellent customer relationship skills and ability to handle demanding customer
• s.Strong organizational skill
• s.Excellent verbal and written communications skill
• s.Ability to work with minimal supervisio
• n.Ability to work weekend and off-hour work on occasio

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Preferred Qualificatio

• ns:Knowledge of JAMF, SCCM, Bomgar, Code42 CrashPlan, Active Directory and drive encryption too
• ls.Knowledge of an incident management solution like ServiceN