Senior technical support specialist job description

Work type: Full Time
School/Department: Columbia Business School Grade: Grade 12 Categories: Information Technology
Job Type: Officer of Administration Bargaining Unit: Regular/Temporary: Regular End Date if Temporary: Hours Per Week: 35 Salary Range: Commensurate with experience
Position Summary

Reporting to the Director of Faculty and Staff IT Services, the incumbent's primary responsibility is to serve as the contact for the technology needs of the Columbia Business School faculty and PhD students.The position, both independently and as part of a faculty support team, works with clients on a wide-ranging one-on-one basis, providing concierge access to the range of services ITG provides.All efforts of the faculty support team are coordinated by the team's lead.The team also assists in supporting the School's other clients when necessary.This position works with high level constitutes and is expected to act as a role model for the support organization both technically and professionally. The incumbent must have time management skills and a strong sense of personal responsibility for the needs of their clients.Columbia Business School is a leader in its field, and the incumbent must be able to accommodate a corresponding level of expectations and outcomes.

Responsible for end user support for assigned services.Provides day-to-day 1st and/or 2nd level support, both in person and remote. Provides world class service and support, includes VIP support.S/he has responsibilities for advanced support.This individual works under minimal direction, often without supervision.

Responsibilities

Responds to our clients' in-person, email, and telephone requests for assistance on a wide-ranging one-on-one basis, providing concierge access to the range of services ITG provides.Retain ownership of all received requests to ensure follow through, from initiation to resolution. Follow up and interact with all clients to their satisfaction. Installs, configures, and assists with installation of software and proper configuration of computers and mobile devices, and diagnosis of hardware problems.Provides new clients with CBS' computing environment orientation. Participates in the planning and implementation of upgrades, installations and hardware/software customizations.Performs break/fix work and software/hardware customizations.Manages all first level end user support of assigned services. Maintains good relationships with customers, peer technical groups and other IT support. Maintains current knowledge of commonly used hardware and software. Consults with our clients on their computing needs and purchasing decisions.Assists in the development and teaching of workshops on commonly used applications. Helps to write documentation and FAQs to assist clients in their computing tasks. Participates in the maintenance of a knowledge base of problems and solutions, and the web pages where it is presented.The knowledge base is a key reference in the resolution of future problems. Using ITIL-based software, tracks all issues and client requests.Researches and solves all computer-related problems for Business School faculty, PHD students, and divisional administrators. Participate in ITG Project Teams as requested and assists other ITG teams when needed. Performs other duties as required.

Minimum Qualifications

Bachelor's degree and/or equivalent related experience required. Minimum 3-5 years of related experience is required.

Must have demonstrated strong verbal and written communication skills with the ability to explain technical issues to non-technical users. Strong customer service skills are required as is the ability to work with a wide variety of high-level constituents including faculty, PhD students and staff. Must be detail-oriented, self-motivated, can self-train, and require minimal direction while exercising good judgment.The ability to manage multiple, parallel activities, work under pressure and organize time and resources is a must.Expert level knowledge of key operating systems, system maintenance processes, and troubleshooting techniques. Must demonstrate ability to troubleshoot and resolve technical problems in recent MacOS and Windows 10/11 operating systems, as well as mobile operating systems.Thorough knowledge of software, networking and protocols common to the Business School computing environment such as:The Microsoft Office suite, the major web browsers such as Chrome, Firefox, Safari, and Edge, TCP/IP networking and troubleshooting, antivirus and security solutions, workstation imaging solutions for Mac or PC, Security best practices such as data backup/management and HTML/simple scripting. Must understand state-of-the-art software and computing hardware.

Work week is Monday-Friday 8:00am-4:00pm, plus occasional weekend work with compensating days off during Monday-Friday. Shifts and workdays may fluctuate as academic demands require.Occasional travel between buildings and off-site work required.

Equal Opportunity Employer / Disability / Veteran

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


Applications open:
Aug 09 2022Eastern Daylight Time

Applications close:

Who We Are:
Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today. At New Balance, We Got Now.

We are actively seeking a skilled and motivated Senior Technical Support Specialist to join our North America Technical Support Team. This individual will be the key to our success in building and supporting our new distribution facility in Tennessee. At New Balance, we seek active learners who love to use modern technology to solve challenging problems. You will be working with the latest technologies and frameworks, as well as working together with the rest of the team to push New Balance as an innovator for years to come. Major Accountabilities: Provide timely support services to on-site and remote employees with technical problems and information technology issues. Act as an escalation point for frontline warehouse associates operating in a multi support environment
Troubleshoot and resolve hardware, software, and networking issues (including cabling, patching and console support) Administer key business systems within distribution/manufacturing. Understanding of Cloud based solutions and helping to drive automation. Maintain inventory requirements for all end user and distribution devices Assist in identifying and documenting resolution gaps within the Infrastructure Support
Support and maintain effective relationships with: End users up to the executive level Vendors and third-party providers Work with the project team to test and develop systems, new and current Drive Continuous Process improvement
Participates in special projects and other related duties, including lifting parts and packaging, as required Understanding of Audio-Visual technologies. (Microsoft Teams Rooms & Surface Hubs) Understanding of MS Teams phones Understanding of cloud technologies and virtual server environment Requirements for Success:
Highly preferred: Senior support or team lead experience Thorough knowledge of distribution activities and systems, including WMS. Experience with Manhattan WMS is a plus. Minimum of 5+ years of experience in a technical support, helpdesk, network support position (cabling, DHCP and DNS understanding) Experience with:
Supporting remote users globally Apple, Microsoft, and Android devices Mobile Device Management (JAMF & Intune) Presenting and developing training materials to all levels of the organization Developing and maintaining knowledge base articles
Understanding of Linux or Server environment Administrating users, groups, & permissions in Active directory Working as a contributor or as a manager of small to intermediate size technology projects. Industry-standard incident and change management processes 1+ years of experience with: Automation tools & patch management solutions
Troubleshooting & managing network equipment for a global organization Working with 3rd party vendors and contractors Ability to lift, bend, twist, and be exposed to heights via lifts and ladders 2+ years of experience with: Working with ServiceNow and/or proven track record of queue management

Regular Associate Benefits:
Our products are only as good as the people we hire, so we make sure to hire the best and treat them accordingly. New Balance offers a comprehensive traditional benefits package including three options for medical insurance as well as dental, vision, life insurance and 401K. We also proudly offer a slate of more nontraditional perks - opportunities like online learning and development courses, tuition reimbursement, $100 monthly student loan support and various mentorship programs - that encourage our associates to grow personally as they develop professionally. You'll also enjoy a yearly $1,000 lifestyle reimbursement, 4 weeks of vacations, 12 holidays and generous parental leave, because work-life balance is more than just a buzzword - it's part of our culture.
Learn more about our Benefits

Temporary associate benefits will be communicated separately.

Equal Opportunity Employer:
New Balance provides equal opportunities for all current and prospective associates and takes affirmative action to ensure that employment, training, compensation, transfer, promotion and other terms, conditions and privileges of employment are provided without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, handicap, genetic information and/or status as an Armed Forces service medal veteran, recently separated veteran, qualified disabled veteran or other protected veteran.

JOB TITLE: Tech Support
JOB LOCATION: Indianapolis, IN
WAGE RANGE*: 30.00-32.00 per hour

Duration:0-12 month(s)

Description/Comment:

Under Limited supervision performs a wide variety of technical efforts including processes, tests, troubleshoots, and repairs technically challenging electronic equipment. Work directly from approved procedures, schematics, and verbal instructions. Performs tests and utilizes various engineering drawings, manuals, and other related documentation in the performance of their tasks. Troubleshoot electronic assemblies to the component level. May be required to test and troubleshoot electronic assemblies containing Analog, Digital, R. F, and High Voltage circuits. Observes, analyzes, and reports test data.

Required Skills:
3-6 Year Experience testing and troubleshooting electronic circuitry. Ability to read and interpret drawings and schematics to perform measurements and troubleshoot electronic equipment. Strong problem-solving skills with the ability to proactively identify alternate solutions to overcome technical challenges. Ability to troubleshoot to the component level of moderately complex electronic assemblies is required.
Effectively communicate technical issues by generating comprehensive failure entries which correlate failure modes back to the associated test specification(s). Can also verbally articulate troubleshooting challenges to coworkers with varied electronic backgrounds.

Desired Skills:
Experience using a wide variety of RF/Analog, High Voltage, Digital and other electronic test equipment such as Oscilloscopes, Network Analyzers, Signal Generators, Spectrum Analyzers and Power Meters. Possess a strong understanding of depot based electronic repair work.
Familiarity in the following testing areas is recommended: Insertion Loss, VSWR, Phase, gain, amplifiers, crystal detector circuits for fault monitoring, analog to digital conversion, up/ down converting, crystal/ SAW oscillators, multipliers, S-band, L-band and X-band frequencies.

Required Education:
High School or equivalent. 2-year electronics/STEM degree or equivalent.

Vertex is committed to building a diverse and inclusive environment in which we recognize and value each other's differences as well as fostering a culture that promotes its core values: Professionalism, Integrity, and Respect. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, or status as a protected veteran.

Equal Opportunity Employer Veterans/Disabled

* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.