Associate Service Specialist

• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary:
  Regular
• End Date if Temporary:
• Hours Per Week: 35
• Standard
  
  Work Schedule:
• Building:
• Salary Range: $65,000-$70,000

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.

The Associate Service Specialist provides Tier 1 technical support to CUIMC faculty, staff, and students, assisting with basic troubleshooting, desktop support, and user setup in both Windows and Apple environments. This role is ideal for early-career IT professionals looking to build experience in a client-facing support setting. The Associate Service Specialist plays a critical role in ensuring prompt, courteous, and accurate service delivery, and supports the efficient operation of CUIMC’s IT environment.

• Provide first-level support for hardware, software, and peripheral issues across Windows and macOS devices.
• Support user account access, email configuration, password resets, and connectivity for desktops, laptops, printers, and mobile devices.
• Document all support interactions in the ticketing system with accuracy and completeness.
• Escalate complex or unresolved issues to senior staff following defined procedures.

• Assist with technology deployments, hardware imaging, and device installations under supervision.
• Help maintain computer labs, shared devices, and classroom or conference room technology.
• Participate in system maintenance activities, software rollouts, and inventory tracking.

• Deliver support in person, by phone, and via remote tools with a focus on professionalism, patience, and clarity.
• Set expectations for issue resolution timelines and follow up to confirm issue closure.
• Promote a positive customer service experience, even during high-volume periods.
• Support team goals and service level agreements in coordination with other IT groups.
• Assist more experienced staff with project-based work or documentation tasks.
• Participate in team meetings and contribute to a culture of accountability and learning.

• Perform other related duties and responsibilities as assigned/requested.

• Bachelor's degree or equivalent in education and experience.

• Bachelor's degree in information technology, Computer Science, Engineering or a related field, or an equivalent combination of education and experience.
• Experience in an IT support or customer service role, including internships or work-study positions.
• Basic knowledge of Windows and/or macOS environments.
• Strong communication, listening, and interpersonal skills.
• Familiarity with ticketing systems (e.g., Service Now) or remote support tools.
• Experience supporting users in a healthcare, academic, or complex institutional setting.
• Exposure to mobile device management (MDM) platforms and endpoint security tools.

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