Advertised Summary Job Description: The Senior User Service Consultant is responsible for assisting the Director of User Services in managing the day-to-day operations of the Desktop team members, as well as directly supporting users with service requests or incidents, in accordance with the Desktop procedures. Will lead projects for moves, desktop deployments and managed desktops.
Responsibilities include: Assisting the Director of User Services in managing the day-to-day operations of the Desktop team members, as well as directly supporting users with service requests or incidents, in accordance with the Service Desk procedures
Leading projects involving moves, desktop deployment and managed desktops
Performing User Services Consultant activities in support of high-call volume periods, when all elevated responsibilities have been attended to, and/or as otherwise instructed by Director of User Services
Receiving incident and service request escalations from User Services Consultants to provide higher level technical support for end users
Managing high priority incidents requiring a higher level of attention by a manager or support group
Working with Service Desk management in planning and scheduling for support coverage, and alter existing schedules during staff shortages
Working with Service Desk management on improving services based on staffing and resource requirements
Working with Service Desk Management in developing and improving plans for the staff
Providing incident ticket quality assurance, and reviewing submitted tickets for accuracy, comprehensiveness, and adherence to policy and procedure guidelines
Creating documentation used by User Services Consultants for diagnosis and troubleshooting, and reviewing documentation composed by User Services Consultants for accuracy, completeness, and adherence to policies and procedures
Responsible for being knowledgeable of all new technologies, and communicate the latest policies and procedures
Single point of contact for all assigned projects, document minutes & issues. Attend all meetings and follow up on all open issues
Other duties as assigned
General Minimum Qualifications: Requires a bachelor's degree or equivalent in education and experience, plus four years of related experience.
Additional Specific Minimum Qualifications:
Preferred Qualifications: Demonstrated levels of Desktop Management and Supervisory experience appropriate for the needs of the position
Strong organizational skills with emphasis on detail and follow up
Demonstrated high level of technical support experience and knowledge required for all services supported by the Desktop Services
Good communications skills
Ability to work independently
Excellent decision making and problem solving skills
Demonstrated superior level of understanding of Microsoft Windows XP/7 as well as Mac OS X operating systems, as well as, general PC hardware, networking (TCP/IP, DNS, WINS, DHCP) wireless communication, and anti-virus software
Understanding of Windows 2008 Server family and Active Directory (architecture, user, groups, and computer management). Basic understanding of GPO
Understanding and ability to read PowerShell and VB scripts
VMware 3.5 and V-Sphere configuration and deployment of virtual machines with various operating systems
Windows 2010 server builds and configurations x86 and x64 based
IBM and HP Servers, Blade Servers, Dell Servers, MAC Xservers
LAN & WAN Troubleshooting
Active Directory in troubleshooting new and existing accounts
Built and configured, Windows 2003, Linux Red-Hat 4 ? 5.1, and Sun servers to organizational standards
Windows XP, Windows 2000 Professional, Windows Server 2000/2003-2003 R2/2008-2008 R2, Windows 7; MAC OSX; Linux (SLES, RHEL, Ubuntu) and Solaris (Limited); VMware ESX Server 3.5, 4.1
Preferred Certification: MCSE, MCSA, MCP, A+, and Security +,
DELL Certification: Managed Deployment Tech Lead Assessment Rev. A01 +
As a member of the National Collegiate Athletic Association (NCAA) and the Council of Ivy Group Presidents (Ivy League), it is imperative that members of the Columbia University community, in all matters related to the intercollegiate athletics program, exhibit the highest professional standards and ethical behavior with regard to adherence to NCAA, Conference, University, and Department of Intercollegiate Athletics and Physical Education rules and regulations.
Columbia University is an Equal Opportunity/Affirmative Action employer.
Columbia University is one of the world's most important centers of research and at the same time a distinctive and distinguished learning environment for undergraduates and graduate students in many scholarly and professional fields. The University recognizes the importance of its location in New York City and seeks to link its research and teaching to the vast resources of a great metropolis. It... seeks to attract a diverse and international faculty and student body, to support research and teaching on global issues, and to create academic relationships with many countries and regions. It expects all areas of the university to advance knowledge and learning at the highest level and to convey the products of its efforts to the world.