Client IT Support Technician

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

The Onsite Support Technician will work in partnership with the customer, management team, global helpdesk, and SIG teams to provide on premises support for AVI-SPL customers at customer site(s) with the end goals of delivering a world-class Customer Service experience.

Who We Are

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevateexperiences,create new value, and enableorganizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services. Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

What You'll Do

The ideal candidate is a tech-savvy professional with exceptional customer service skills who thrives in a fast-paced, in-person environment. They need to be comfortable working face-to-face with a diverse client base and technology platforms. They are adept at diagnosing issues quickly and skilled at explaining and demonstrating technical concepts in accessible language. They also are comfortable writing and updating documentation as they discover new common issues and solutions.

This position requires expertise in supporting various hardware devices, operating systems, and software applications, with a focus on providing an exceptional in-person support experience. The specialist may occasionally assist clients via remote support channels, if needed, but their primary responsibility is delivering face-to-face technical assistance and training to the on-campus community.

The role demands strong verbal and written communication, problem-solving abilities, technical aptitude, and excellent face-to-face interpersonal skills. The specialist must be adaptable to changing technologies and capable of providing support for both standard IT needs and potentially other university services as required.

24/7 Business Continuity

This role requires occasional availability outside of traditional working hours to address urgent business needs as they arise, including, but not limited to, responding to security incidents, supporting software deployments, resolving software issues or system breaks, and addressing other critical operational requirements. The ideal candidate must be proactive and adaptable, ensuring minimal disruption to business operations by promptly addressing any issues, regardless of time or day. Flexibility and a strong sense of urgency are essential for success in this position.

Other Duties As Required

This role requires flexibility in performing duties outside of the primary responsibilities to support evolving business needs. The ideal candidate must be adaptable and willing to take on additional tasks or projects as required, ensuring smooth operations across the organization. This may include stepping in to assist with cross-functional teams, handling unexpected challenges, or contributing to initiatives that support business growth and success. A proactive mindset and the ability to pivot quickly are essential for thriving in this dynamic environment.

Key Responsibilities & Accountabilities

In-Person Technical Support (65%)

• Provide face-to-face technical support on campus for faculty, staff, and students
• Troubleshoot hardware, software, connectivity, and account access issues
• Perform device diagnostics, maintenance, and repairs for university-owned equipment
• Assist with setup and configuration of devices, applications, and university systems
• Provide guidance on university technology resources and services
• 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
• Follow up with clients to ensure satisfaction and issue resolution

Knowledge Management and Face-to-face Process Improvement (20%)

• Update knowledge base articles for common issues and solutions
• Develop self-help resources and user guides for clients
• Identify recurring issues and suggest process improvements
• Contribute to the maintenance of technical documentation
• Catalog technology equipment in Asset Management systems

In-person Technology Training and Outreach (10%)

• Conduct one-on-one and small group training sessions on university technologies
• Develop and nurture relationships with the university community to encourage technology adoption
• Promote awareness of Tech Bar services and self-service resources
• Participate in technology outreach events and initiatives

Professional Development and Collaboration (5%)

• Stay current on emerging technologies and best practices
• Participate in training to maintain and enhance technical skills
• Collaborate with team members to share knowledge and expertise
• Contribute to a positive and supportive team environment

Qualifications

Minimum Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience
• 1+ years of experience in technical support, customer service, or related roles
• Experience supporting multiple operating systems (Windows, macOS, mobile OS)
• Strong understanding of modern technology platforms and applications
• Excellent interpersonal and communication skills with a customer-first mindset
• Demonstrated problem-solving abilities and analytical skills
• Ability to work in a fast-paced environment and adapt to changing priorities
• Experience documenting technical solutions and updating knowledge bases
• Ability to work on campus 5 days/week
• Ability to work standing upright for up to 4 hours at a time
• Ability to maneuver under desks and in tight spaces as needed
• Ability to lift up to 20lbs
• Ability to travel between multiple locations on campus

Preferred Qualifications

• Experience in higher education IT environments
• Experience in a retail-style technical support environment
• Knowledge of M365 platform and tools, including Teams, SharePoint, and OneDrive
• ITIL foundation certification
• Hardware certifications (Apple, Dell, HP)
• Experience with service management platforms (ServiceNow)

WHY YOU'LL LIKE WORKING HERE

• Medical benefits, including vision and dental
• Paid holidays, sick days, and personal days
• Enjoyable and dynamic company culture
• Training and professional development opportunities

More About Us

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.

Pay Type

Hourly

$29.72/hr

$35.10/hr