Service Desk Technician

• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary: Regular
• End Date if Temporary:
• Hours Per Week: 35
• Standard Work Schedule:
• Building:
• Salary Range: $67,300 - $75,000

Position Summary

The Service Desk Technician provides frontline technical support to CUIMC faculty, staff, and students by diagnosing and resolving IT-related issues. This role handles incident management, service requests, and user inquiries, ensuring a positive customer experience. The Technician works collaboratively with IT teams to escalate and resolve problems while maintaining documentation and adhering to institutional policies.

Responsibilities

Essential Duties:  

Technical Support

• Respond to and resolve incoming help desk tickets, phone calls, emails, and in-person support requests.
• Troubleshoot hardware, software, network, and peripheral device issues for end users.
• Provide guidance on the use of common business applications and IT services.

Documentation & Reporting

• Log and track all incidents and service requests in the ticketing system accurately.
• Escalate complex or unresolved issues to appropriate IT teams according to established procedures.
• Maintain and update technical documentation, FAQs, and knowledge base articles.
• Assist in the development of user guides and training materials.
• Document all interactions, troubleshooting steps, and resolutions in the ticketing system thoroughly.

Security & Compliance

• Adhere to CUIMC’s IT security policies, including data protection and confidentiality standards.
• Report potential security incidents or vulnerabilities promptly.

People

• Provide clear, concise, and professional communication to end users regarding technical issues, resolutions, and workarounds.
• Follow up with users to ensure timely resolution and customer satisfaction.
• Listen actively to user concerns to accurately diagnose problems and deliver effective solutions.
• Communicate technical information in an accessible way to non-technical users.
• Escalate issues promptly with detailed information to appropriate IT teams or management.
• Collaborate with team members and other departments to ensure consistent messaging and effective problem resolution.
• Participate in team meetings, training sessions, and knowledge-sharing activities to enhance communication and support skills.

Other

• Participate in special projects and initiatives to enhance IT support services.
• Stay current with emerging technologies and best practices relevant to end-user support.
• Perform other duties as assigned.

Minimum Qualifications

• Bachelor’s Degree or equivalent experience in Information Technology, Computer Science, or related field.
• 3 years of experience in technical support or help desk roles.
• Basic knowledge of Windows and macOS operating systems, common software applications, and networking fundamentals.

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or ITIL Foundation.
• Experience in a healthcare, academic, or research environment.
• Familiarity with ticketing systems like ServiceNow, Jira Service Management, or Remedy.

Equal Opportunity Employer / Disability / Veteran

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