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

Boston University; Boston (MA); Hybrid; USD 55,000 - 63,000; Full time

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.

Education

Bachelor's degree in a related discipline

Tools

Active Directory

LMS systems

WordPress

Remote assistance tools

Imaging and deployment tools

Job description

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.