Service Desk Specialist I

About the Role

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.

Key Responsibilities

• 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.

Requirements & Tech Stack

• 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.

Bonus 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.