Service Desk Specialist I, Technology Experience & Community

Boston University Information Services & Technology (IS&T) is seeking applicants with diverse skills and experience to join our innovative and inclusive community. Join us as a Service Desk team member where you will serve as a primary point of contact for the Boston University community providing first and second level technology support for 200 IS&T-provided IT services while helping ensure a positive client experience. You will also assess client needs troubleshoot personal computing applications web support courseware account access networked applications and related resources. As part of Client Services & Support you will report to the hiring manager and work directly with BU clients and IS&T service teams on campus with semester-based rotating night weekend and/or holiday coverage and periodic opportunities to work from home.

You Will:

• Serve as a primary point of contact for the Boston University community by providing first and second level support for IS&T services across phone in-person and ticketing channels.
• Assess client needs document incidents and requests accurately and take appropriate action to resolve or route inquiries.
• Support personal computing applications web and courseware services account creation and support networked applications and other technology resources.
• Troubleshoot Windows and Mac operating systems software network issues peripherals mobile devices and specialized applications.
• Learn and support new technologies quickly while working independently in cross-functional teams and with external vendors when needed.

You Will Have:

• Bachelors degree in a related discipline preferred.
• 0-2 years of experience in a related technology environment.
• Experience using and diagnosing Windows and Mac supported operating systems with ability to troubleshoot software and network issues.
• Knowledge of TCP/IP LAN/wireless networking principles and application protocols such as HTTP HTTPS SMTP and FTP.
• Ability to lift moderately heavy equipment up to 50 pounds and type 40 words per minute.

Bonus Qualifications:

• If you do not meet these you are still encouraged to apply; we value employees with a willingness to learn. Experience with account management
• Active Directory databases mainframe LMS systems performance monitoring or file permissions.
• Experience with enterprise tools such as remote assistance asset management imaging and deployment patching backup and restore virus protection and centrally managed encryption solutions.
• Experience with WordPress or website content management and development.

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 and 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 . 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 individuals 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.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color natural or protective hairstyle religion sex age national origin physical or mental disability sexual orientation gender identity genetic information military service pregnancy or pregnancy-related condition or because of marital parental or veteran status. We are a VEVRAA Federal Contractor.