Reporting to the Executive Director and working closely with the unit's other Assistant Director of Client Services, as well as the Associate Director of Networks as required, the incumbent is responsible for providing technical support and customer service to faculty, staff and students, to facilitate a secure and productive IT environment for the School and its affiliates. S/he has comprehensive responsibility for the client services operation, co-supervising and deploying a team of Systems Coordinators in this effort.
Working closely with the unit's other Assistant Director, co-supervises and deploys a team of Systems Coordinators in the delivery of client services.
Serves as a primary contact for faculty and staff at SIPA, affiliated Centers and Institutes for client services issues. Researches and troubleshoots hardware and software application support issues, triaging items for escalation as appropriate.
Manages the Citrix Xenapp environment for SIPA faculty, staff and students.
Creates system images for all staff and faculty, student labs and loaner laptops.
Working closely with the unit's other Assistant Director, manages the encryption process for all faculty and staff systems.
Working closely with the unit's other Assistant Director, has comprehensive responsibility for anti-virus endpoint deployment and client backup for all staff and faculty in the SIPA network.
With the unit's other Assistant Director, oversees the asset management and help desk systems; Updates and maintains system operations. Trains IT staff and student consultants on the Help Desk system.
Responsible for updates and migration to new operating systems. Configures, tests and manages transitions.
Updates and uploads client services materials on the SIPA disaster recovery site.
Writes technical documentation on policies and procedures following CU and SIPA guidelines.
Conducts Citrix training sessions at orientations.
Onboards senior administrative staff at SIPA.
Working closely with the other Assistant Director of Client Services and the senior leadership of the IT unit, plans, manages and oversees system moves for SIPA.
Tests and evaluates vendor-supplied software for possible use within SIPA.
Follows, configures and enforces SIPA IT security policies on systems and devices.
Assists the network team with various projects as requested.
Bachelor's degree or equivalent and a minimum of four years of directly related experience required, including staff supervision and performance management.
The candidate must demonstrate excellent troubleshooting, managerial and organizational skills and an ability to work well under pressure in a dynamic environment.
S/he must have a thorough understanding of and demonstrated ability to troubleshoot and resolve hardware, software and network problems on Microsoft Windows and Mac OS (newer OS).
Knowledge of software and protocols common to the SIPA computing environment such as Microsoft Office, Norton Anti-Virus, Adobe products is required.
Must have extensive experience in preparing and deploying OS images and implementing group policies on Windows systems.
Must have prior experience with diagnosing and troubleshooting hardware and software problems.
Ability to prioritize and manage multiple tasks under limited supervision required.
Must be committed to providing excellent and sensitive customer service and set a standard of professional excellence and responsiveness.
Demonstrated excellence in oral and written communication with clients with varying technical competencies is required.
Familiarity with Citrix GotoAssist, Service Desk and Dell Kace is preferred.
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.
Internal Number: 507953
About Columbia University
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.