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Sr User Services Consultant

  • Requisition no: 502143
  • Work type: Full Time
  • Location: Medical Center
  • School/Department: CUIMC IT
  • Grade: Grade 104
  • Categories: Information Technology
  • Job Type: Officer of Administration
  • Bargaining Unit:
  • Regular/Temporary: Regular
  • End Date if Temporary:
  • Hours Per Week: 35
  • Salary Range:
 

Position Summary

The Senior User Service Consultant is responsible for assisting management in the day-to-day operations of the Service Desk team members, as well as directly supporting users with service requests or incidents, in accordance with the Service Desk procedures.


Responsibilities

  • Managing high priority incidents requiring a higher level of attention by a manager or support group outside the Service Desk  20%
  • Working with Service Desk management in planning and scheduling for support coverage, and alter existing schedules during staff shortages  15%
  • Receiving incident and service request escalations from User Services Consultants to provide higher level technical support for end users  15%
  • Working with Service Desk management on improving services based on staffing and resource requirements  10%
  • Providing incident ticket quality assurance – review submitted tickets for accuracy, comprehensiveness, and adherence to policy and procedure guidelines  10%
  • Working with Service Desk Management to develop and continuously improve plans for the staff  5%
  • Creating documentation used by User Services Consultants for diagnosis and troubleshooting, and review documentation composed by User Services Consultants for accuracy, completeness, and adherence to policies and procedures  5%
  • Being knowledgeable about all new technologies, and communicate the latest policies and procedures  5%
  • Undertaking all Service Desk management responsibilities including (but not limited to) ensuring sufficient support coverage in all areas of the Service Desk along with a high quality of support  5%
  • Performing User Services Consultant activities in support of high-call volume periods, when all elevated responsibilities have been attended to, and/or as otherwise instructed by management 5%
  • Performing other duties as assigned  5%

Minimum Qualifications

  • Bachelor’s degree or equivalent in education, training, and experience, plus three years of related experience

Preferred Qualifications

  • Demonstrated levels of Service Desk Management and Supervisory experience appropriate for the needs of the position. 
  • Strong organizational skills with emphasis on detail and follow up. 
  • Demonstrated high level of technical support experience and knowledge required for all services supported by the Service Desk. 
  • Ability to work independently. 
  • Excellent decision making and problem solving skills
  • MCSE, MCSA, MCP, A+, and Security +,
  • DELL Certification: Managed Deployment Tech Lead Assessment
  • Demonstrated superior level of understanding of Microsoft Windows 7/10 as well as Mac OS X operating systems, as well as, general PC hardware, networking (TCP/IP, DNS, WINS, DHCP) wireless communication, and anti-virus software. 
  • Understanding of Windows 2016-2019 Server family and Active Directory (architecture, user, groups, and computer management).
  • Basic understanding of GPO. 
  • Understanding and ability to read PowerShell and VB scripts. 
  • VMware and V-Sphere configuration and deployment of virtual machines with various operating systems. 
  • Windows  server builds and configurations x86 and x64 based
  • IBM and HP Servers, Blade Servers, Dell Servers, MAC Xservers
  • LAN & WAN Troubleshooting
  • Active Directory in troubleshooting new and existing accounts
  • Built and configured, Windows 2010, Linux Red-Hat, and Sun servers to organizational standards

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.

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