• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary: Regular
• End Date if Temporary:
• Hours Per Week: 35
• Standard Work Schedule:
• Building:
• Salary Range: $85,000 -$100,000

Position Summary

Reporting to the Senior Associate Director of Cloud and Systems Engineering in the Office of the Executive Vice President of Arts & Sciences (A&S), the Desktop Support Engineer manages the day-to-day service desk operations of Arts & Sciences IT (ASIT). The ASIT service desk implements PC and Mac desktop support for about 1800 users (faculty, administrators, and staff) within A&S at Columbia University and manages larger infrastructure systems. The Desktop Support Engineer possesses the technical knowledge and the soft skills necessary to navigate a dynamic support environment and contribute to continuously improving IT services and policies within the A&S.

Arts and Sciences is the intellectual heart of Columbia University. Home to more than 1,000 faculty, 60 research centers and institutes, and 28 academic departments, A&S provides a transformative educational experience to more than 16,000 undergraduate, graduate, and PhD students at Columbia - nearly half the student body. Our field-defining research - anchored in the humanities, social sciences, and natural sciences - engages fundamental questions about our society and world and supports Columbia's broader mission to advance knowledge, learning, and impact at the highest levels.

Responsibilities

• Support users of widely varying technical knowledge and differing computing needs and convey complex information to non-expert customers.
• Provide in-person and remote desktop support (via Bomgar/BeyondTrust client) to A&S faculty and staff, including hardware and software installations, troubleshooting, pre-purchase consulting, hardware decommissioning and recycling, diagnosing and resolving computer-related problems, printing issues, adding PCs to the CUIT enterprise domain and Macs to JAMF, and related tasks.
• Administer general office hardware and software on computers, e-rooms, printers, etc., and manage physical locations such as server rooms, cold rooms, labs, conference rooms, and electronic classrooms.
• Independently explore as many potential solutions as possible, liaising with other IT groups throughout the university to resolve problems.
• Train faculty and staff on usage of hardware, software, web applications, data management, backups, data recovery, and other computing services.
• Aid as needed with large-scale projects, services, and operations of ASIT.
• Administer existing IT systems and production servers by patching, fixing, upgrading, and monitoring for health, security, and performance.
• Use a ticket tracking system, maintain a knowledgebase of solutions, document frequent processes, and collect metrics to assess trends in computer needs and problems.
• Maintain computer hardware inventory and software licenses.
• Assist the ASIT team in envisioning, formulating, and implementing new IT policies and procedures for workflows and data security.
• Other duties as required.

Minimum Qualifications

• Bachelor's degree or equivalent, with a minimum of four years of related experience.

Preferred Qualifications

• Previous experience in a higher education environment.
• Demonstrated ability to work with faculty and administrators' needs, processes, and procedures in a university setting, preferably in humanities, social sciences, or natural sciences.
• Familiarity with SCCM/InTune and JAMF device provisioning.
• Basic knowledge of networking protocols.
• Cloud computing (AWS/Azure/GCP) experience and/or certification.
• Knowledge of full-stack web development and applications.

Other Requirements

• Experience in helpdesk/desktop support and strong troubleshooting skills for complex and simple issues.
• Deep knowledge of Windows and Mac operating systems and advanced knowledge of Linux/*nix systems.
• Ability to prioritize, plan, and make competent decisions in a time-sensitive environment.
• Ability to quickly pick up new technologies and learn new systems is required.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to maintain high confidentiality and professionalism with a client focus.
• Strong analytical, multi-tasking, prioritization, and organization skills.
• Attention to detail, research, critical thinking, analytical and problem-solving skills.
• Self-starter, a fast learner who can work independently under limited supervision.
• Able to thrive with minimal supervision and limited escalation options.