Service Desk Specialist I, Technology Experience & Community

Boston University; Boston (MA); On-site; 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

Service Desk Specialist I, Technology Experience & Community

Salary Grade

Grade 46

Expected Hiring Range Minimum

$55,300.00

Expected Hiring Range Maximum

$62,500.00

Position Type

Full-Time/Regular

Boston University Information Services & Technology (IS&T) is seeking applicants with diverse skills and experience to join our innovative and inclusive community. Join us as a Service Desk team member where you will serve as a primary point of contact for the Boston University community, providing first and second level technology support for 200+ IS&T-provided IT services while helping ensure a positive client experience. You will also assess client needs, troubleshoot personal computing applications, web support, courseware, account access, networked applications, and related resources. As part of Client Services & Support, you will report to the hiring manager and work directly with BU clients and IS&T service teams on campus, with semester-based rotating night, weekend, and/or holiday coverage and periodic opportunities to work from home.

You Will:

• Serve as a primary point of contact for the Boston University community by providing first and second level support for IS&T services 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.

Required Skills

You Will Have:

• Bachelor's degree in a related discipline preferred.
• 0-2 years of experience in a related technology environment.
• Experience using and diagnosing Windows and Mac supported operating systems, with ability to troubleshoot software and network issues.
• Knowledge of TCP/IP LAN/wireless networking principles and application protocols such as HTTP, HTTPS, SMTP, and FTP.
• Ability to lift moderately heavy equipment up to 50 pounds and type 40 words per minute.

Bonus Qualifications:

• If you do not meet these, you are still encouraged to apply; we value employees with a willingness to learn. Experience with account management,
• Active Directory, databases, mainframe, LMS systems, performance monitoring, or file permissions.
• Experience with enterprise tools such as remote assistance, asset management, imaging and deployment, patching, backup and restore, virus protection, and centrally managed encryption solutions.
• Experience with WordPress or website content management and development.

Boston University offers an excellent benefits package including:

• Time Off: In addition to PTO and leave policy, BU employees have a paid intersession break and 13 paid holidays.
• Retirement: University-funded retirement plan with full vesting after 2 years of eligible service.
• Tuition Assistance Program: Competitive tuition assistance program for yourself and family members.
• Check out https://www.bu.edu/wellness/ and https://www.bu.edu/hr/part-time-employee-perks/ for more information!

Boston University IS&T invests in our staff and their personal and professional growth. We promote staff learning including lunch and learn sessions, an extensive library of online courses, Fun Advisory Board (FAB) arranges a number of events throughout the year and opportunities to engage with peers at NERCOMP and EDUCAUSE events. If you require a reasonable accommodation in order to complete the employment application process, please contact the Equal Opportunity Office at 617-353-6474. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, 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.

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.