Reporting to the Lead Service Specialist; the Associate Service Specialist is responsible for desktop and mobile phone support to Columbia University Information Technology (CUIT) customers. The incumbent will be part of a team that provides onsite and remote first and second level support for over 3000 endpoints on and off campus for hardware, software, and networking issues and installations. Responsibilities Provides onsite and remote tier 2 support for over 3000 endpoint devices Works with other members of the group on process improvements and day-to-day management of user issues Develops new solutions and improvements to existing systems Creates documentation for peers and end users Participates in the planning and implementation of upgrades, installations and hardware/software customizations Keeps abreast of current trends in IT Works independently with vendors and other CUIT staff to troubleshoot, research, resolve and document problems and their resolutions Maintains good relationships with customers, peer technical groups and other IT support organizations/groups Works well in a team environment Weekend and off-hour work may be necessary on occasion All other duties as assigned Qualifications Bachelor’s degree and/or its equivalent required Minimum 2-4 years’ related experience Minimum 2 years’ experience in a client-facing IT support environment Proficiency in supporting Windows and Mac operating systems, multiple email clients, MS Office, malware and virus protection as well as remote support tools Must have a Windows networking and support background Has the ability to multitask, prioritize, and think analytically Must be able to assimilate information coming through multiple channels Excellent customer relationship skills and ability to handle demanding customers Strong organizational skills Excellent verbal and written communication skills Ability to work with minimal supervision Ability to work weekend and off-hour work on occasion Preferred Qualifications Knowledge of JAMF, SCCM, Bomgar, Code42 CrashPlan, Active Directory and drive encryption Knowledge of an incident management solution like ServiceNow #J-18808-Ljbffr
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