IT Service Desk Associate – Windows & Mac Support (Remote)

Boston University

Boston (MA)

Hybrid

USD 55,000 - 63,000

Full time

7 days ago

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Job summary

Boston University IS&T is hiring a Service Desk Specialist I to be the main contact for the BU community, delivering first and second level tech support across phone, in-person, and ticketing channels. You will document incidents, resolve or route requests, and support Windows/Mac, courseware, accounts, and networked apps.

Roles include rotating night/weekend/holiday coverage with periodic opportunities to work from home.

Qualifications

Bachelor's degree in a related discipline preferred.
0-2 years of experience in a related technology environment.
Experience diagnosing Windows and Mac supported operating systems and troubleshooting software and network issues.
Knowledge of TCP/IP LAN/wireless networking and protocols HTTP/HTTPS/SMTP/FTP.
Ability to lift up to 50 pounds and type 40 words per minute.

Responsibilities

Serve as a primary point of contact for the BU community by providing first and second level support across phone, in-person, and ticketing channels.
Assess client needs, document incidents and requests accurately, and take appropriate action to resolve or route inquiries.
Support personal computing applications, web and courseware services, account creation and support, networked applications, and other technology resources.
Troubleshoot Windows and Mac operating systems, software, network issues, peripherals, mobile devices, and specialized applications.
Learn and support new technologies quickly while working independently, in cross-functional teams, and with external vendors when needed.