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IT Support Specialist II

2 months ago

Boston, Massachusetts, United States Berklee College of Music, Incorporated Full time

Technology Support Analyst II

Berklee College of Music, Incorporated is seeking a Technology Support Analyst II to enhance our support operations. In this role, you will be tasked with first-level troubleshooting and ensuring effective resolution of issues. You will collaborate with junior support analysts and student staff under the guidance of the Service Desk Manager.

Key Responsibilities:

  • Conduct fundamental troubleshooting for software and hardware issues through various communication channels
  • Diagnose and rectify account-related problems for students, faculty, and staff
  • Facilitate support for service requests and incidents, including software setups and password management
  • Assist in managing the Service Desk call center operations as needed
  • Convert client requirements into practical technical solutions
  • Contribute to the knowledge repository and aid in the training of student staff
  • Stay updated on technological developments pertinent to the role
  • Comply with established guidelines and foster a constructive work atmosphere

Essential Qualifications:

  • 2-5 years of experience in IT support
  • Proficiency in providing support via phone and in-person interactions
  • Bachelor's degree in a relevant field

Required Skills and Competencies:

  • Excellent technical and analytical capabilities
  • Working knowledge of Mac OS, Windows OS, and Google Workspace
  • Strong verbal and written communication skills
  • Ability to prioritize tasks and manage time effectively

Preferred Qualifications:

  • Apple Certified Support Professional Certification (ACSP)
  • ITIL v3 Foundations certification

Berklee is dedicated to fostering diversity and inclusion within our workforce. We are an equal opportunity employer, providing fair employment opportunities to all individuals regardless of their background.