• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary: Regular
• End Date if Temporary:
• Hours Per Week: 35
• Standard Work Schedule:
• Building:
• Salary Range: $65,000-$70,000

Position Summary

The Associate Service Specialist provides Tier 1 technical support to CUIMC faculty, staff, and students, assisting with basic troubleshooting, desktop support, and user setup in both Windows and Apple environments. This role is ideal for early-career IT professionals looking to build experience in a client-facing support setting. The Associate Service Specialist plays a critical role in ensuring prompt, courteous, and accurate service delivery, and supports the efficient operation of CUIMC’s IT environment.

Responsibilities

Essential Duties:  

Technical Support

• Provide first-level support for hardware, software, and peripheral issues across Windows and macOS devices.
• Support user account access, email configuration, password resets, and connectivity for desktops, laptops, printers, and mobile devices.
• Document all support interactions in the ticketing system with accuracy and completeness.
• Escalate complex or unresolved issues to senior staff following defined procedures.

Process & Systems Support

• Assist with technology deployments, hardware imaging, and device installations under supervision.
• Help maintain computer labs, shared devices, and classroom or conference room technology.
• Participate in system maintenance activities, software rollouts, and inventory tracking.

People

• Deliver support in person, by phone, and via remote tools with a focus on professionalism, patience, and clarity.
• Set expectations for issue resolution timelines and follow up to confirm issue closure.
• Promote a positive customer service experience, even during high-volume periods.
• Support team goals and service level agreements in coordination with other IT groups.
• Assist more experienced staff with project-based work or documentation tasks.
• Participate in team meetings and contribute to a culture of accountability and learning.

Other

• Perform other related duties and responsibilities as assigned/requested.

Minimum Qualifications

• Bachelor's degree or equivalent in education and experience.

Preferred Qualifications

• Bachelor's degree in information technology, Computer Science, Engineering or a related field, or an equivalent combination of education and experience.
• Experience in an IT support or customer service role, including internships or work-study positions.
• Basic knowledge of Windows and/or macOS environments.
• Strong communication, listening, and interpersonal skills.
• Familiarity with ticketing systems (e.g., ServiceNow) or remote support tools.
• Experience supporting users in a healthcare, academic, or complex institutional setting.
• Exposure to mobile device management (MDM) platforms and endpoint security tools.

Equal Opportunity Employer / Disability / Veteran

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