40 Service Desk Tech (Tier II) Jobs in New York, NY
Columbia University Irving Medical Center is Hiring a Service Desk Tech (Tier II) Near New York, NY
- Job Type: Officer of Administration
- Bargaining Unit:
- Regular/Temporary: Regular
- End Date if Temporary:
- Hours Per Week: 35
- Standard Work Schedule:
- Building:
- Salary Range: $61,500 -$73,700
Reporting to the Senior Service Desk Specialist, the Service Desk Technician provides technical support via phone, email, chat or in-person consultations to University faculty, students, and staff. Incumbent must be able to comfortably operate in Windows and Apple environments, and some user knowledge of Linux/Unix shell environments. This is a service-oriented phone support call center environment; assisting or redirecting students, faculty, and staff on a wide range of issues.
Subject to business needs, we may support flexible and remote work arrangements. Options will be discussed during the interview process.Responsibilities
- Provide accurate and rapid response to customer problems to ensure customer productivity.
- Gather, organize, and document relevant information directly from customers.
- Consistently apply excellent customer-service techniques to all interactions and work (e.g., set expectations appropriately, confirm problem is resolved, understood correctly and ensure satisfaction).
- Utilize Knowledge Management system content (knowledge bases) and personal technical background to identify and resolve IT issues.
- Work with junior members of the Service Desk, providing guidance and handling escalations.
- Monitor and oversee the work of other team members when needed.
- Escalate single-user issues when and where appropriate (e.g., service owners, Senior Service Desk Specialist, other Helpdesks) as per knowledge content and training.
- Participate in Service Desk tasks and projects when appropriate.
- Weekday, Weekend, and off-hour work may be necessary on occasion. Shift hours may vary based on work schedule.
- Perform additional duties as assigned and/or requested.
- Bachelor’s degree or equivalent in education and experience.
- Three years’ related job experience.
- Strong knowledge of Windows and Apple operating systems, connectivity and email applications, network troubleshooting, web tools and problem-diagnosis skills.
- Ability to work weekday, weekend, and off-hour on occasion and according to shift schedule.
- Bachelor’s degree in computer science or related field.
- Experience troubleshooting ID/authentication issues.
- 3 years of full-time frontline helpdesk/tech support experience.
- Some user knowledge of Linux/UNIX shell environments.
- HDI certification (Support Center Analyst, Desktop Support Technician, Customer Service Representative).
- Knowledge Centered Support Publisher Certification.
- A , Network certification.
- Minimum 3 years’ Customer Service experience (in any industry).
- Minimum 3 years’ previous Service Desk or Desktop Support experience supporting internal customers.
- Minimum 3 years’ experience supporting Windows and Mac environments.
- Ability to communicate clearly via the telephone, utilizing active listening skills, asking questions for clarification, and using interpersonal skills such as empathy and patience.
- Ability to identify and diagnose basic IT problems and recommend solutions; and self-motivated to use available resources to find the best solution possible.
- Ability to work in a fast paced, team based, customer service-oriented environment.
- Ability to work as part of a cohesive team and on own initiative with minimal direction.
- Highly organized individual with ability to learn quickly, prioritize, and an eye for attention to detail.
- Demonstrated ability to multitask in a high-pressure environment and focus despite frequent interruptions.
Columbia University is committed to the hiring of qualified local residents.
Job Summary
Full Time
$61k-76k (estimate)
06/19/2024
07/12/2024
cuimc.columbia.edu
New York, NY
1,000 - 3,000
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The job skills required for Service Desk Tech (Tier II) include Troubleshooting, Customer Service, Technical Support, Service Desk, Operating System, Desktop Support, etc. Having related job skills and expertise will give you an advantage when applying to be a Service Desk Tech (Tier II). That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Service Desk Tech (Tier II). Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Service Desk Tech (Tier II) positions, which can be used as a reference in future career path planning. As a Service Desk Tech (Tier II), it can be promoted into senior positions as a Help Desk Support Specialist III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Service Desk Tech (Tier II). You can explore the career advancement for a Service Desk Tech (Tier II) below and select your interested title to get hiring information.
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