Career Center

• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary: Regular
• End Date if Temporary:
• Hours Per Week: 35
• Salary Range:

Position Summary

The User Service Consultant position will provide a single point of contact for technology-related problem resolution at Columbia University Medical Center. As a User Services Consultant you will receive technology-related problem calls and provide problem diagnosis, resolution, or escalation to second or third tier technicians. The Consultant is responsible for accurately logging calls, understanding and interpreting the problem or question. The Consultant will use existing system documentation to diagnose a situation, solve the problem, and document the solution or actions taken. The Consultant will be required to have a current understanding of the technologies (hardware and software). The Help Desk operates in a high-volume, fast-paced environment in which every effort is made to resolve a high percentage at the Tier-One level. This position reports to the Help Desk Manager. Evening and weekend hours required.

Responsibilities

• Answer phones at Help Desk, and assist callers with issues ??? 65%
• Log calls ??? 25%
• Keep up to date on current technology ??? 5%
• Other duties as required ??? 5% 

Minimum Qualifications

• Requires a bachelor's degree or equivalent in education, training and experience, plus two years of related experience. 

Preferred Qualifications

• Previous help desk, call center, or customer service experience
• Excellent customer service skills
• Excellent decision making and problem solving skills
• Wireless Communication and Anti-Virus Software, Modzilla Firefox and Thunderbird, Active Directory
• Experience with end-user training and documentation
• Strong organizational skills with emphasis on detail and follow-up

Equal Opportunity Employer / Disability / Veteran

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