Service Desk Specialist I, Technology Experience & Community
$55,000–$65,000 year
On-siteBoston, Massachusetts, United States
Job Summary
Serve as a primary point of contact for the Boston University community by providing first and second level technology support across phone, in-person, and ticketing channels. Assess client needs, document incidents, and resolve inquiries related to personal computing, web services, courseware, and networked applications. Troubleshoot Windows and Mac operating systems, software, network issues, peripherals, and mobile devices while supporting new technologies independently. Work directly with BU clients and IS&T service teams on campus with semester-based rotating night, weekend, and holiday coverage, including periodic opportunities to work from home.
Required Qualifications
- Bachelor's 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.
Desired Qualifications
- 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.
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