Technical Specialist, Information Technology Group
November 22, 2017
New York, New York
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.
1.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. 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.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. 4.Repackage software and tools for distribution to students, test/adapt new software for our environment. 5.Maintains current knowledge of commonly used hardware and software. 6.Consults with our clients on their computing needs and purchasing decisions. Assists in the development and teaching of workshops on commonly used applications. 7.Helps to write documentation and FAQs to assist clients in their computing tasks. 8.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. 9.Assists in the maintenance of user network accounts. 10.Participate in ITG Project Teams as requested and assists other ITG teams when needed. 11.Performs other duties as required.
General Minimum Qualifications: Bachelor's degree and/or its equivalent required. Minimum 2 years of related experience is required.
Additional Specific Minimum Qualifications: 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.
As a member of the National Collegiate Athletic Association (NCAA) and the Council of Ivy Group Presidents (Ivy League), it is imperative that members of the Columbia University community, in all matters related to the intercollegiate athletics program, exhibit the highest professional standards and ethical behavior with regard to adherence to NCAA, Conference, University, and Department of Intercollegiate Athletics and Physical Education rules and regulations.
Columbia University is an Equal Opportunity/Affirmative Action employer.
Internal Number: 126_165952
About Columbia University
Columbia University is one of the world's most important centers of research and at the same time a distinctive and distinguished learning environment for undergraduates and graduate students in many scholarly and professional fields. The University recognizes the importance of its location in New York City and seeks to link its research and teaching to the vast resources of a great metropolis. It seeks to attract a diverse and international faculty and student body, to support research and teaching on global issues, and to create academic relationships with many countries and regions. It expects all areas of the university to advance knowledge and learning at the highest level and to convey the products of its efforts to the world.