As a member of the IT Help Center and the Desktop Services team, the Desktop Services Specialist II provides service in the area of desktop support. Answer questions and provide help to faculty, staff, and students who use Windows- and Macintosh OS-based personal computers, a wide variety of personal computing applications, and networked applications and resources. Responsible for providing operational and administrative support for our VDI infrastructure. VDI responsibilities include image creation, troubleshooting and client consultations. Consultations may take place via e-mail, remote session, telephone or in person (desk side or walk-in/check-in). Handle tickets escalated from the Service Desk and tickets that arrive directly from supported departments. The Desktop Services Specialist II may be embedded with the clients they support as well as constantly move about to coordinate work and resolve tickets, including frequent trips across the BU campus. Work with other IS&T groups on testing and projects, and be involved in imaging and asset management.
Requires: B.A./B.S., hands-on technical skill set to troubleshoot and resolve technical service calls and issues, extensive knowledge of Macintosh OS X Snow Leopard and below, Microsoft Windows 9X and above, Microsoft Office 2010 and below, various X Windows clients, FileMaker, various anti-virus products, Internet and Web applications, file administration, network & wireless connectivity issues, TCP/IP troubleshooting and other Ethernet/Remote Access issues, and three to five years of experience in the support, deployment, design and testing of the desktop computing environments. This position requires a valid Driver's License and on call hours for evenings and/or weekends, as needed. Ability to lift moderately heavy equipment (50lbs).