Service DESK Specialist I, IS&T IT Help Center

Service Desk Specialist I, IS&T IT Help Center

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 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 or equitable experience. Must hold a valid driver's license. Must be able to lift moderately heavy equipment (up to 50 pounds).

Technical Skills:

• Experience with using and diagnosing both Windows and Mac supported Operating Systems required.
• Must have the ability to troubleshoot software and network issues.
• Experience with WordPress and web site content management and development. An understanding of restricted use data.
• 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.
• Must be able to type 40 wpm.

Bonus Qualifications:

• If you do not meet the following, you are still encouraged to apply; we value employees with a desire to grow.
• Experience with account management, Active Directory, databases, mainframe, and LMS systems including monitoring performance and file permissions.
• 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.

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.