SERVICE DESK SPECIALIST I, IS&T IT Help Center

Tracking Code2402 Job Description

We are seeking self-motivated, critical-thinking, hardworking technology professionals to join the ranks of our highly dynamic, diverse team! Individuals will have the opportunity to serve the Boston University community as its primary point of contact, providing first and second level technology support for 200+ IS&T provided IT services, while providing a positive experience for our clients. Use enterprise knowledge and technical expertise to assess client needs and address all inquiries with the appropriate action. Individuals will assist clients with a broad range of personal computing applications, general web support, courseware support, account creation and support, and networked applications and resources.

The ideal candidate is one that values the client experience above all, is inventive, adaptable, enjoys a team-based structure, and ensures technology works for the client, not the other way around. They must also be equally comfortable and effective communicating with clients over the phone, in person, and through a ticketing system. Position requires semester-based rotating nights, weekends and/or holiday hours coverage, on campus, and COVID vaccine compliance, with periodic opportunities to work from home.

In return, we provide an environment that encourages creativity, collaboration, professional and personal growth, career development, open doors, life-long friendships, and a sense of purpose topped off with a touch of humor and frequent laughter. This Service Desk position is in Client Services & Support, a large team (100) within BU's central Information Services & Technology group of about 450. We are the client facing group for all IS&T's services offered to the community.

Required Skills

• 1-3 years experience in a related technology environment.
• Bachelor's Degree in related discipline is required.
• Must hold a valid driver's license.
• Must be able to lift moderately heavy equipment (up to 50 pounds).
• Must be able to type 40 wpm.

Technical Expertise:

• Experience with using and diagnosing both Windows and Mac supported Operating Systems required.
• Must have the ability to troubleshoot software and network issues.
• Preferred experience with account management, Active Directory, databases, mainframe, and LMS systems including monitoring performance and file permissions.
• An understanding of restricted use data is also required.
• Should be comfortable with installing, configuring and upgrading Windows and Mac applications, various specialized applications, peripherals, and mobile devices.
• Knowledge of TCP/IP LAN/wireless networking principles and application protocols, i.e. HTTP, HTTPS, SMTP and FTP.
• Experience with WordPress and web site content management and development.
• Experience with a variety of tools commonly leveraged in a complex enterprise environment such as remote assistance, asset management, image and deployment, patching, backup and restore, virus protection, and various native and centrally managed encryption solutions preferred.

Soft Skills:

• Must follow procedures and keep accurate records of incidents and requests while working.
• Excellent communication and organizational skills required.
• Excellent phone etiquette.
• Demonstrate patience when problem-solving complex technical issues, over the phone and in person, with diverse customers.
• Learn and support new technology quickly.
• Must possess excellent interpersonal communication skills.
• Strong customer service skills absolutely necessary.
• Energetic, self-directed, motivated and professional individual who thrives in a fast-paced, dynamic environment.
• Interact with all levels of an organization in a professional, diplomatic and tactful manner.
• Work well with external vendors.
• Work well with both primary and dotted line reporting.
• Work productively in cross-functional teams and/or resourcefully and independently as an individual.
• Must possess the ability to work autonomously and maintain control in rapidly changing situations.
• A high level of independent decision making is absolutely required.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.

Job Location BOSTON, Massachusetts, United StatesPosition TypeFull-Time/Regular