IT Support Specialist

IT Support Specialist

About the Opportunity

JOB SUMMARY

Reporting to the IT Operations Manager, this position will be housed at the Boston campus and will provide technical support to their campus and remote support to other global campuses. The IT Support Specialist is responsible for supporting and maintaining various hardware, software, and mobile devices used by personnel in the External Affairs Division. In addition, the IT Support Specialist will configure, install and maintain desktop systems, printers and applications, and other hardware and software.

The IT Support Specialist will be the technical troubleshooter of IT problems/issues, as reported by division users, while providing users with technical advice, guidance, and training. The IT Support Specialist will test new hardware and software before deployment to ensure compatibility with the current suite of applications. The position will assist in the introduction of new information technologies while administering existing technological resources within the division. The IT Support Specialist will maintain detailed records of hardware and software inventories deployed throughout the division. The ideal candidate must be adept and passionate about learning new technologies and services.

MINIMUM QUALIFICATIONS

• Knowledge and skills required for this position are normally obtained through an Associate's degree in Computer Science or a related area and at least 1-3 years of experience in Desktop Engineering, supporting connectivity, AV, personal computers, OS X, and Windows desktops and laptops in an enterprise environment. In addition, ITIL, Mac, and Microsoft product certifications are a plus.
• Proficiency with the support of Microsoft Office365, Adobe Creative Cloud Suite, and other productivity software. Collaboration software such as Zoom, Slack, MS Teams, Power Automate, Power BI, and SharePoint.
• A strong understanding of the fundamentals of Local Area Networks and networking protocols (e.g., TCP/IP) and experience with LAN/WAN management is needed.
• A passion for providing an excellent end-user experience is required. The position requires a logical and structured approach to troubleshooting and decision-making, emphasizing superior customer service.
• Familiarity with service desk applications and/or incident management environments/ITIL methodology is desired. In addition, excellent interpersonal, written/verbal communication, and organizational skills are required.
• A flexible schedule is a must to ensure essential services are provided to personnel in Boston and our Global campuses. The IT Support Specialist will be required to work outside their regular working hours and on some university holidays.
• Experience in higher education is not required, nor is it desired

RESPONSIBILITIES


1) Campus Technology Support

• Coordinate setup, maintenance, and track all technology equipment on campus. Manage asset disposition of old equipment. Assist in troubleshooting Tier I and Tier II issues and notification of enterprise problems at the regional campus.
• Support all AV troubleshooting, including videoconferencing and audioconferencing room systems, projectors, digital screens, and other related equipment.
• Perform backups and maintenance on all computers. Install, update and run OS updates and utilities on all computers. Run imaging software to create images for desktops and laptops.
• Manage employee printers on campus, warranties, updates, upgrades, and supplies, including leased MFDs. Thoroughly document all work completed into the appropriate call-tracking and incident management systems. Documentation includes a clearly defined description of the problem, complete troubleshooting steps, customer communications, equipment asset information, and a complete resolution description.
• Provide on-site warranty evaluation and repairs on university-owned equipment.
• Update knowledge base as needed for new issues, technologies, and equipment, plus fixes to support and promote business continuity and self-service.
• Perform system maintenance and updates as appropriate.

2) Staff Support

• Serve as a primary technical troubleshooter for all computer-related problems and respond to issues by phone or in-person to support staff, student workers, TNS, and other partners at External Affairs with 1st and 2nd tier hardware and software needs. Assist in triage, including but not limited to PC troubleshooting (hardware, applications, network connectivity, etc.); diagnose and repair hardware; re-install and configure PC hardware and software.
• Keep abreast of emerging technologies and technology trends to effectively leverage opportunities in accordance with the vision and mission of the division and the university. Test new hardware and software before deployment to ensure compatibility with the current suite of applications.
• Advise staff on best practices, university policies and process improvement.
• Develop and nurture relationships with staff, student workers, TNS, and other partners at Northeastern to encourage technology use.

3) Future Planning & Technology Evaluation

• Technology evaluation, consultation, project participation, and implementation. This entails project roll out including documentation, self-service, Service Desk, troubleshooting, analyzing initial feedback, and proactively analyzing effect of implementation on user community and environment from the Customer Services perspective.
• Initiate cross-departmental communication concerning current and future technology use, encourage exploration of technology options.
• Participate in planning and execution of support for special events.
• Train customers to operate and integrate technology equipment.
• Analyze new technologies and provide recommendations for further analysis and impact

Position Type

Information Technology

Additional Information

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

To learn more about Northeastern University's commitment and support of diversity and inclusion, please see www.northeastern.edu/diversity.


To apply, visit https://northeastern.wd1.myworkdayjobs.com/en-US/careers/job/Boston-MA-Main-Campus/IT-Support-Specialist_R110890



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