IT Support Specialist

IT Support Specialist

About the Opportunity

JOB SUMMARY

Reporting to the IT Manager, this position will be housed on campus and will provide technical support to their campus and remote support to other global campuses.

The part-time IT Support Specialist is responsible for supporting and maintaining various hardware, software, and mobile devices used by personnel in the D'Amore McKim School of Business. 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. Test new hardware and software before deployment to ensure compatibility with the current suite of applications.

Assist in the introduction of new information technologies while administering existing technological resources within the division.

Maintaining detailed records of hardware and software inventories deployed throughout the division.

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 3-5 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, and 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.

KEY RESPONSIBILITIES & ACCOUNTABILITIES

-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

-Support AV troubleshooting, including videoconferencing and audioconferencing room systems, projectors, digital screens, and other related equipment.

-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, and other partners at D'Amore McKim School of Business with 1st and 2nd tier hardware and software needs.

-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.

-Update Knowledge base as needed for new issues, technologies, and equipment, plus fixes to support and promote business continuity and self-service.

Position Type

Information Technology

Additional Information

Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.

Northeastern has a comprehensive benefits package for benefit eligible employees. This includes medical, vision, dental, paid time off, tuition assistance, wellness & life, retirement- as well as commuting & transportation. Visit https://hr.northeastern.edu/benefits/ for more 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_R113873



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