Technical Specialist, Information Technology Group

Columbia University, NY

Job Level

Entry-level position

Post Date

07/13/2018

Job Category

Specialist / Associate

Sector

Technology

Job Status

Areas of Responsibility

Information Technology

Link to Job Posting

Advertised Summary Job Description	Reporting to the Associate Director, the Technical Specialist serves as the primary contact for resolving the computing needs of our clients. The Technical Specialist, both independently and as part of a student 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. RESPONSIBILITIES: 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. Retain ownership of all received requests to ensure follow through, from initiation to resolution. Follow up and interact with all clients to their satisfaction. 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. 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. Repackage software and tools for distribution to students, test/adapt new software for our environment. Maintains current knowledge of commonly used hardware and software. Consults with our clients on their computing needs and purchasing decisions. Assists in the development and teaching of workshops on commonly used applications. Helps 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. Assists in the maintenance of user network accounts. Participate in ITG Project Teams as requested and assists other ITG teams when needed. Performs other duties as required.
Minimum Qualifications for Grade Applicant MUST meet these minimum qualifications to be considered an applicant	Bachelor's degree and/or its equivalent required. Minimum 2 years of related experience is required.
Additional Position-Specific Minimum Qualifications Applicant MUST meet these minimum qualifications to be considered an applicant	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. Occasional travel between buildings and off-site work required.
Special Instructions
Preferred Qualifications
Essential Functions
Additional Essential Functions (Limit to 3950 characters.)
Special Indications This position works with:	There are no special indications for this position
HIPAA Compliance training required	No
Participation in Medical Surveillance required	No
What type of posting? Is this a waiver request?	Standard Posting
Requisition Open Date	07-03-2018
Requisition Close Date	Open Until Filled
Quick Link	jobs.columbia.edu/applicants/Central?quickFind=170480
EEO Statement	Columbia University is an Equal Opportunity/Affirmative Action employer --Race/Gender/Disability/Veteran.
Local Hiring	Columbia University is committed to the hiring of qualified local residents.