The Columbia University School of General Studies (GS) is the finest liberal arts college in the United States dedicated to making Ivy League education accessible to nontraditional students. GS was founded in 1947 on the mission of expanding access to elite higher education, and it remains the most diverse college in the Ivy League, with many transfer, first-generation, and international students. GS students are fully integrated with Columbia’s broader undergraduate population and are taught by Columbia’s celebrated faculty.
The IT Support Engineer has a significant role in GS working with staff to support and extend the excellence of undergraduate education at Columbia. The IT Support Engineer works closely with all members of GS to provide secure and reliable technical support and training for all current and future technology. Must be able to lift up to 30lbs. Will primarily be providing support onsite but may be eligible for hybrid working arrangement based upon department needs.
Technology Support - Works closely with the Director of IT on the oversight of the general operation of all technological resources including computers, printers, conference rooms, multi-function devices and software used by the School of General Studies. The incumbent enjoys providing support to staff in person. Under the direction of the Director of IT, the incumbent troubleshoots and responds to all requests for assistance with network equipment; installing hardware, software and maintaining all equipment. Sets up rooms/offices with required technology for meetings and classroom events. Provides troubleshooting on network printers, scanners, fax machines, copiers, desktops, laptops, mobile devices and other technology.
Asset Management - Provides detailed reports regarding the current technology inventory and work closely with the Director of IT on recycle and refresh schedules. Performs annual hardware auditing of inventory. Tracks and monitors hardware and software updates throughout the school domain. Tracks, routes and redirects problems to correct sources. Ensures proper organization, recording, documentation and solutions are provided for all issues and procedures. Creates and updates computer images as needed; wipes computers that will no longer be used in inventory. Manages delivery of computer hardware/accessories and organize with the current inventory.
Help Desk - Oversees technology ticketing systems and other information technology platforms. Responsibilities include but are not limited to triage, resolving tickets and escalation with the managing partner. Diagnoses a wide range of technical problems and work closely with personnel to resolve each issue. Provides a positive customer experience to all users; with excellent interpersonal and tactful communication skills. Configures and deploys proper solutions within SLA guaranteed time. Researches and creates quotes for new equipment and software. Leverages working knowledge of help desk procedures, computer systems, mobile devices and other technology support products.
Project/Program Management - Plays a key role as a technical resource in the completion of projects in the leadership and completion of projects. Identifies areas for technology process improvements inline with the technology portfolio. Provides updates to appropriate stakeholders as needed.
Performs other duties as assigned or requested.
Bachelors degree or equivalent required. Minimum of two years of related experience, or the equivalent combination of education and experience required. Must be computer literate with desktop hardware and/or software installation skills, with PC and Mac. User level experience with mail programs, internet, network applications. Must have a strong customer service oriented attitude and excellent interpersonal skills. Must be well organized and triage tickets and other tasks. Ability to work well under pressure, and the ability to work as a member of a team. The incumbent should have experience working closely with a managing service partner.
Equal Opportunity Employer / Disability / Veteran
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