CURRENT OPPORTUNITIES

• Job Type: Officer of Administration
• Regular/Temporary: Regular
• Hours Per Week: 35
• Building: Studebaker
• Salary Range: $65,000 - $78,000

Position Summary

Reporting to the Lead Service Specialist on the Service Administration & Support team for Academic Services, the Service Specialist will be responsible for provisioning technical support for all escalated tickets from client support services, project deliverables, user support, and training associated with Columbia University’s various Academic and Research IT systems. 

Responsibilities

• Provides in-depth technical support of the various Academic IT systems (Courseworks, Panopto, Zoom, Plagiarism, Grading and Polling and Survey Apps etc.)
• Delivers comprehensive technical support to end users, adeptly identifying and troubleshooting intricate system anomalies. Utilizes diagnostic protocols, employs debugging techniques, and implements root cause analysis to ensure swift issue resolution within the Academic IT systems landscape, encompassing Courseworks, Panopto, Zoom, Plagiarism detection tools, Grading systems, and Polling/Survey Apps.
• Works with Lead Service Specialist(s) to develop implementation and rollout plans for services, including onboarding of new customers, migration from other platforms, training for end users.
• Participates in administering, managing, and troubleshooting applications as necessary.
• Conducts workshops, prepares how-to documents, videos, and troubleshooting guides for end users.
• Writes test plans, and system integrity checks.
• Writes documentation on how to use the applications and trains support staff for the system use.
• Identifies opportunities for training CUIT Service Desk specialists to improve first-contact issue resolution.
• Works with the academic and research development, business analysts and services group addressing application support requests via CUIT’s incident management process, systems updates, resolving issues and escalating to members of the development team when necessary.
• Participates in team “on-call” rotations, occasionally requiring after-hours and weekend work.
• All other duties as assigned.

Minimum Qualifications

• Bachelor’s degree and/or its equivalent required.
• Minimum 3-5 years’ related experience.
• Strong IT technical support background as well as proven skills at leveraging technologies.
• Experience supporting IT Applications.
• Experience with end user web-based application testing, understanding of CSS, JavaScript.
• Must have solid understanding of web application and database concepts.
• Must possess strong analytical skills and be able to identify problems and formulate solutions to address issues.
• Be able to organize and assume responsibility for assigned projects
• Must be self-dependent and able to troubleshoot and resolve complicated technical issues with minimum supervision from peers/supervisor.
• The ability to handle multiple tasks with competing deadlines is required.
• Must be motivated to learn and adapt new technologies as needed or required.
• Excellent customer support skills.
• Demonstrated excellence in a variety of competencies including teamwork/collaboration, analytical thinking, communication and influencing skills, and technical expertise.
• Ability to work weekend and off-hour work on occasion.
• Ability to work with changing priorities and with multiple projects.
• Ability to work with minimal supervision.
• Ability to be precise and attentive to detail is essential.
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Preferred Qualifications

• Possesses in-depth knowledge of the various Academic IT systems (Courseworks, Panopto, Zoom, Plagiarism, Grading and Polling and Survey Apps etc.
• Experience with academic applications suite.
• Knowledge of SDLC Lifecycle and service delivery tools such as ServiceNow or any other ticketing system such as JIRA.
• Experience in IT service delivery in a complex higher education environment.
• ITIL Knowledge.

Equal Opportunity Employer / Disability / Veteran

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