Organization Overview

The goal of Information Technology (IT) is to provide information resources and services to accelerate and support scientific research at The Rockefeller University. Our department is responsible for cyberinfrastructure, high-performance computing, bioinformatics, decision support, data analytics, cybersecurity, and the scientific and administrative software environment at the university. The department is in the midst of a major transition in culture, including the adoption of DevOps and Agile practices, the facilitation of self-service approaches, as well as a 'cloud first' deployment philosophy.

Overview

We seek a Computer Support Specialist who is passionate about providing exceptional, proactive customer and technical service to our campus community. The right candidate will provide end user support in the field, via our ITSM ticketing platform and by staffing our walk-in help desk. As part of the Service Desk team, you will actively engage all IT groups to assist in delivering and provide support for all IT services. We are looking for someone that thrives in a diverse, multi-user environment and is excited about delivering strong customer service and technical support to individual laboratories performing scientific computations and demanding cutting-edge IT support.

Responsibilities

Responsibilities included and are not limited to the following:

• Staffing of the IT help desk in-person, phone, and also utilizing remote support products when providing technical support

• Support and troubleshooting of desktops, laptop computers including mobile devices, primarily Mac OS, Windows, iOS, Android

• Break/fix of hardware and software, including OS, network, and applications

• Performing other related duties & responsibilities as assigned/requested

Qualifications

Required:

• Bachelor's degree or equivalent degree

• At least one (1) year of experience with setup and troubleshooting of Apple and Windows devices, and related network and OS support

• Experience with break/fix for mobile devices (iOS and Android)

• Excellent communication and interpersonal skills

• Must work well on a one on one as well as with teams

• Must be able to communicate and represent customer needs to IT, and IT’s requirements to customers

• Must be able to work at the walk-up helpdesk, using remote support tools (Bomgar), as well as in the field with customers on campus locations

Preferred:

• Experience with Linux operating systems (such as Ubuntu or Rocky) is desirable

• Knowledge of ITIL frameworks is desirable

• Experience with Jamf, SCCM/Intune is a plus

The Rockefeller University does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy, gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service or other non-merit factor. All qualified applicants will receive consideration for employment without regard to the characteristics listed above.

The salary of the finalist selected for this role will be set based on various factors, including but not limited to organizational budgets, qualifications, experience, education, licenses, specialty, and training. The hiring range provided represents The Rockefeller University's good faith and reasonable estimate of the range of possible compensation at the time of posting.

Compensation Range: Min

USD $58,000.00/Yr.

Compensation Range: Max

USD $88,000.00/Yr.