<p>The Service Desk I supports faculty and staff desktop computer users with a strong commitment to high-quality customer service and a solid work ethic. Responds to inquiries via phone, email, and in-person visits, creating and managing trouble tickets to ensure timely issue resolution. Works collaboratively in a team environment to triage incoming support requests and escalate complex issues to the appropriate personnel. Assists in user training, desktop imaging, and deployment, while also maintaining internal documentation and updating the Service Desk website. Each team member is responsible for specific tasks and deliverables to enhance overall service efficiency.</p> <p>CHARACTERISTIC DUTIES AND RESPONSIBILITIES:</p> <ul> <li>Troubleshoot and resolve Level 1 and some Level 2 technical issues, including but not limited to software and hardware, network, email, and new technologies over the phone and in person. </li><li>Communicate solutions effectively to end-users via phone, email, or in person. </li><li>Provide individualized support and training to users on various technology-related topics as needed. </li><li>Maintain and update the Service Desk database by logging all work orders and resolutions. </li><li>Manage network and email user accounts, including setup and administration. </li><li>Install and configure new computers, printers, and mobile devices for LAN connectivity, ensuring proper setup and functionality. </li><li>Assist in the development of end-user documentation to enhance technology support resources. </li><li>Coordinate and execute the disconnection and reconnection of computers and peripherals during office moves. </li></ul> <p>Minimum Qualifications:</p> <ul> <li>BA/BS or equivalent in education and experience. </li><li>Proficient in using ServiceNow as an ITSM tool for handling requests and incidents. </li><li>A minimum of one year of supporting PCs and Macs, and maintaining hardware and software in a networked environment is required. </li><li>Ability to resolve level I and some level II trouble tickets. </li><li>Ability to organize complex tasks and perform activities requiring the resolution of problems of minimal to moderate technical scope. </li><li>Ability to resolve support tickets within time frames identified by IT service level agreements. </li><li>Specific Skills </li><li>Knowledge and understanding of Windows 7/8 and Mac OS X operating systems. </li><li>Demonstrated ability to communicate expertly by phone, email, and in person. </li><li>Experience supporting desktops, laptops, printers, smartphones, and scanners. </li><li>Knowledge of Microsoft Office, Google Docs, Gmail, and other Google Apps. </li><li>Troubleshoot mobile device email sync issues. </li><li>Provide basic user training on standard tools and applications as needed. </li><li>Follow policies and procedures for identifying, receiving, documenting, distributing, and correcting problems. </li><li>Assist in monitoring IT assets and supplies. </li><li>Work collaboratively with employees within other IT groups to resolve customer issues. </li><li>Extensive diagnostic skills in desktop applications, hardware, network, and printer issues. </li></ul> <p>Preferred Qualifications:</p> <ul> <li>Proficient in 3 out of 7 following skills with a minimum of 1-2 years of experience in each. </li><li>Disk imaging solutions. </li><li>Configuration and scripting experience. </li><li>Website maintenance </li><li>Use of Service Desk ticketing software, Network printer troubleshooting experience. </li><li>Active Directory account management, Higher Education technology support. </li><li>Knowledge of KCS (Knowledge Centered Support). </li><li>Knowledge of ServiceNow HAM / SAM (Hardware Asset Management / Software Asset Management). </li><li>Knowledge of Chatbot support is very helpful. </li></ul> <p>Salary Range:</p> <p>$55,000 - $55,000</p> <p>Work Modality:</p> <p>Onsite</p> <p>Competitive Compensation and Benefits:</p> <p>The salary range reflects the College's good faith and reasonable estimate of the compensation for the position at the time of the job posting. Salary decisions are dependent on several factors, including but not limited to market and organizational considerations, experience, and qualifications of a selected candidate, as well as internal and external equity.</p> <p>Our benefits contribute significantly to the total compensation package that includes medical, dental, vision, and supplemental insurance plans; flexible and hybrid work schedules; tuition remission; life insurance; short and long-term disability insurance; an exceptional employer retirement matching program; health savings accounts (HSA), flexible spending accounts (FSA), Public Service Loan Forgiveness eligibility, and a robust Employee Assistance Program (EAP).</p> <p>Equal Employment Opportunity</p> <p>Teachers College is committed to fostering an inclusive academic community and to providing equal opportunity in employment. All qualified applicants will receive consideration regardless of race, color, sex, religion, creed, national origin, age, citizenship, disability, marital status, sexual orientation, veteran status, or any other category protected by applicable law.</p> <p>If you would like to discuss any disability-related accommodations under the Americans with Disabilities Act, or a similar law, related to applying for employment at Teachers College, Columbia University, please email the Office of Access and Services for Individuals with Disabilities: oasid@tc.columbia.edu</p> <p>Advertised: Jun 16, 2025 Eastern Daylight Time</p> <p>Applications close:</p> <p>Back to search results Apply now Refer a friend</p> <p>Whatsapp Facebook LinkedIn Email App</p> <p>Send me jobs like these</p> <p>We will email you new jobs that match this search.</p> <p>Great, we can send you jobs like this, if this is your first time signing up, please check your inbox to confirm your subscription.</p> <p>The email address was invalid, please check for errors.</p> <p>You must agree to the privacy statement</p> <p>Subscribe Recaptcha</p> <p>Privacy agreement</p> <p>Search results</p> <p>Position Location Closes Service Desk Analyst I New York A Service Desk IT job involves acting as the primary point of contact for users experiencing technical issues, providing first-line support by troubleshooting and resolving hardware, software, and network problems, logging incidents, and escalating complex issues to higher-level technicians while maintaining excellent customer service through various communication channels like phone, and email.</p>