Senior Service Specialist

Columbia University (Staff Jobs)

Position Summary

The Senior Service Specialist provides advanced desktop, laptop, and network support for administrative departments across CUIMC, including executive-level (VIP) users. This position serves as a key escalation point and team lead, responsible for coordinating ticket workflows, mentoring staff, and managing project-based work. The role includes a mix of onsite and remote support for hardware, software, networking, and mobile device issues.

The Senior Service Specialist will also assist with documentation, custom configurations, and coordination with vendors and IT peers. They are expected to stay current with technology trends and actively contribute to the improvement of systems, processes, and end-user support experiences.

This role delivers IT services on behalf of CUIMC in coordination with external affiliates and institutional partners, supporting integrated technology operations across organizations.

Subject to business needs, we may support flexible and remote work arrangements. Options will be discussed during the interview process.

Responsibilities

Essential Duties:

• Technical Support

• Provide onsite and remote Tier 2 and Tier 3 support for end users on campus and in remote locations, including troubleshooting for hardware, software, networking, and smartphone issues.

• Deliver high-touch support for executive-level (VIP) users and provide backup coverage as needed.

• Participate in planning and implementation of hardware/software upgrades, installations, and custom configurations.

• Work with vendors and CUIMC IT staff to troubleshoot, research, resolve, and document technical issues.

• Project & Workflow Management

• Serve as the point person for ticket triage and workflow management in the manager’s absence.

• Coordinate and manage small to medium-sized technical projects and team assignments.

• Define and document new workflows, develop solutions to recurring issues, and recommend improvements to current systems.

• Create and maintain internal support documentation and contribute to knowledge base development.

• People

• Provide guidance to junior team members and support onboarding of new hires.

• Maintain strong relationships with customers, technical peers, and other IT teams across CUIMC.

• Serve as a subject matter expert (SME) for designated technology areas or projects as needed.

• Ensure excellent communication and collaboration with stakeholders during service delivery and project work.

• Other

• Stay up to date with IT trends and solutions that enhance service delivery.

• Perform on-call and responsibilities as assigned/requested.

• Minimum Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.

• 4 years of progressive experience in IT operations, including years supervisory or lead capacity within a service desk or IT support environment.

• Advanced proficiency with Windows operating systems.

• Strong understanding of Windows networking concepts and general networking protocols.

• Proficiency with Active Directory administration and Microsoft Office products, including Outlook and Exchange client support.

• Ability to communicate clearly and professionally via telephone and in person, demonstrating active listening, empathy, and patience.

• Strong written communication skills; able to write clearly, concisely, and effectively in email and documentation.

• Demonstrated ability to thrive in a fast-paced, deadline-driven environment with changing priorities.

• Highly organized and detail-oriented with the ability to quickly learn new systems and technologies.

• Capable of managing multiple tasks or projects simultaneously while working independently or as part of a team.

• Ability to lift at least 50 pounds

• Preferred Qualifications

• Knowledge of Drive Encryption products.

• Knowledge of an incident management system like Service Now.

• Equal Opportunity Employer / Disability / Veteran

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