SERVICE DESK SPECIALIST I IST IT Help Center
Boston University, Boston, MA, United States
Overview
We are seeking self-motivated, critical-thinking, hardworking technology professionals to join the ranks of our highly dynamic, diverse team! The role will serve the Boston University community as its primary point of contact, providing first- and second-level technology support for over 200 IT services, and ensuring a positive experience for our clients. Candidates will use enterprise knowledge and technical expertise to assess client needs and address inquiries with the appropriate action. They will assist clients with a broad range of personal computing applications, general web support, courseware support, account creation, and networked applications and resources.
Responsibilities
Serve as the primary contact for the Boston University community, providing first- and second-level technology support for over 200 IT services.
Assist clients with personal computing applications, general web support, courseware support, account creation, and networked applications and resources.
Communicate professionally with clients over the phone, in person, and via the ticketing system.
Diagnose and resolve software and network issues for Windows and Mac operating systems.
Install, configure, and upgrade Windows and Mac applications, specialized applications, peripherals, and mobile devices.
Maintain knowledge of TCP/IP LAN and wireless networking principles and application protocols (HTTP, HTTPS, SMTP, FTP).
Cover semester-based rotating night, weekend, and holiday hours, working on campus with periodic opportunities to work from home.
Required Skills
1-3 years of experience in a related technology environment.
Bachelor’s Degree in a related discipline, or equivalent experience.
Valid driver’s license.
Ability to lift moderately heavy equipment (up to 50 pounds).
Typing speed of at least 40 words per minute.
Technical Skills
Experience diagnosing and resolving issues on Windows and Mac operating systems.
Ability to troubleshoot software and network problems.
Experience with WordPress and website content management and development.
Understanding of restricted-use data.
Comfortable installing, configuring, and upgrading Windows and Mac applications, specialized applications, peripherals, and mobile devices.
Knowledge of TCP/IP LAN and wireless networking principles and application protocols (HTTP, HTTPS, SMTP, FTP).
Bonus Qualifications
Experience with account management, Active Directory, databases, mainframe, and LMS systems, including monitoring performance and file permissions.
Experience with tools used in enterprise environments such as remote assistance, asset management, imaging and deployment, patching, backup and restore, virus protection, and encryption solutions.
Interest and willingness to grow professionally.
Benefits Boston University offers an extensive benefits package, including paid time off, a paid intersession break, 13 paid holidays, a fully funded retirement plan with full vesting after 2 years of eligible service, and a competitive tuition assistance program for employees and their families. For more information, visit https://www.bu.edu/wellness/ and https://www.bu.edu/hr/part-time-employee-perks/.
Equal Employment Opportunity We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, natural or protective hairstyle, religion, sex, age, national origin, physical or mental disability, sexual orientation, gender identity, genetic information, military service, pregnancy or pregnancy-related condition, or because of marital, parental, or veteran status. We are a VEVRAA Federal Contractor.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or veteran status. We, at IS&T, appreciate each individual’s knowledge, experiences and insights which enhance who we are, and as our DEIA knowledge and practice grows, we will ensure that our Mission, Vision & Practices remain equitable and welcoming to all.
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Responsibilities
Serve as the primary contact for the Boston University community, providing first- and second-level technology support for over 200 IT services.
Assist clients with personal computing applications, general web support, courseware support, account creation, and networked applications and resources.
Communicate professionally with clients over the phone, in person, and via the ticketing system.
Diagnose and resolve software and network issues for Windows and Mac operating systems.
Install, configure, and upgrade Windows and Mac applications, specialized applications, peripherals, and mobile devices.
Maintain knowledge of TCP/IP LAN and wireless networking principles and application protocols (HTTP, HTTPS, SMTP, FTP).
Cover semester-based rotating night, weekend, and holiday hours, working on campus with periodic opportunities to work from home.
Required Skills
1-3 years of experience in a related technology environment.
Bachelor’s Degree in a related discipline, or equivalent experience.
Valid driver’s license.
Ability to lift moderately heavy equipment (up to 50 pounds).
Typing speed of at least 40 words per minute.
Technical Skills
Experience diagnosing and resolving issues on Windows and Mac operating systems.
Ability to troubleshoot software and network problems.
Experience with WordPress and website content management and development.
Understanding of restricted-use data.
Comfortable installing, configuring, and upgrading Windows and Mac applications, specialized applications, peripherals, and mobile devices.
Knowledge of TCP/IP LAN and wireless networking principles and application protocols (HTTP, HTTPS, SMTP, FTP).
Bonus Qualifications
Experience with account management, Active Directory, databases, mainframe, and LMS systems, including monitoring performance and file permissions.
Experience with tools used in enterprise environments such as remote assistance, asset management, imaging and deployment, patching, backup and restore, virus protection, and encryption solutions.
Interest and willingness to grow professionally.
Benefits Boston University offers an extensive benefits package, including paid time off, a paid intersession break, 13 paid holidays, a fully funded retirement plan with full vesting after 2 years of eligible service, and a competitive tuition assistance program for employees and their families. For more information, visit https://www.bu.edu/wellness/ and https://www.bu.edu/hr/part-time-employee-perks/.
Equal Employment Opportunity We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, natural or protective hairstyle, religion, sex, age, national origin, physical or mental disability, sexual orientation, gender identity, genetic information, military service, pregnancy or pregnancy-related condition, or because of marital, parental, or veteran status. We are a VEVRAA Federal Contractor.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or veteran status. We, at IS&T, appreciate each individual’s knowledge, experiences and insights which enhance who we are, and as our DEIA knowledge and practice grows, we will ensure that our Mission, Vision & Practices remain equitable and welcoming to all.
#J-18808-Ljbffr