Campus IT Support Specialist - Onsite & Training

AVI-SPL; Boston (MA); On-site; USD 85,238,000 - 100,576,000; Full time

Benefits offered by this job

Medical benefits

Paid holidays

Training and professional development

Job summary

AVI-SPL is seeking an Onsite Support Technician to deliver world-class customer service and hands-on technical support on campus for faculty, staff, and students. The role emphasizes face-to-face interactions, quick issue diagnosis, and clear documentation to improve knowledge bases and user guides.

You will help with hardware, software, and account issues, while collaborating with ITS teams and offering training to the university community.

Qualifications

• Bachelor's degree in IT or related field (or equivalent experience).
• 1+ years in technical support or customer service.
• Experience supporting Windows, macOS, and mobile OS.
• Strong interpersonal and communication skills with a customer-first mindset.
• Ability to work on campus 5 days/week.
• Ability to stand for up to 4 hours and lift up to 20lbs.
• Willingness to travel between locations on campus.
• Experience documenting technical solutions and updating knowledge bases.
• Ability to adapt to a fast-paced environment.
• Experience with on-site face-to-face support.

Responsibilities

• Provide face-to-face technical support on campus for faculty, staff, and students.
• Troubleshoot hardware, software, connectivity, and account access issues.
• Document all support interactions in the appropriate tracking and incident management systems.
• Escalate complex issues to Client Support Leads or specialized technical teams.
• Coordinate with other ITS departments for issue resolution.
• Update knowledge base articles for common issues and solutions.
• Develop self-help resources and user guides for clients.
• Conduct one-on-one and small group training sessions on university technologies.
• Promote awareness of Tech Bar services and self-service resources.
• Stay current on emerging technologies and best practices.
• Participate in training to maintain and enhance technical skills.

Skills

Customer service

Technical troubleshooting

Face-to-face communication

Documentation

On-site work

Campus IT support

Time management

1+ years experience

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Microsoft 365 (Teams, SharePoint, OneDrive)

ITIL Foundation

Job description

AVI-SPL is seeking an Onsite Support Technician to deliver world-class customer service and hands-on technical support on campus for faculty, staff, and students. The role emphasizes face-to-face interactions, quick issue diagnosis, and clear documentation to improve knowledge bases and user guides.

You will help with hardware, software, and account issues, while collaborating with ITS teams and offering training to the university community.