IT Support Specialist

3 weeks ago

Boston, Massachusetts, United States UMass Boston Full time
Job Summary:

The IT Service and Support Specialist is responsible for providing first-line technical support to the UMass Boston community on a wide range of technology services. This role involves troubleshooting, diagnosing, and resolving client's tech support problems from any operating system or device type on a wide variety of issues across software, web applications, hardware, operating system configurations, authentication, cyber security issues, and wireless network access.

Key Responsibilities:

Provide excellent technology support services to the UMass Boston Community with a first goal of solving their problem directly and a secondary goal of routing the client and all needed supplementary information to the correct Tier 2 support service elsewhere in IT as needed.
Troubleshoot, diagnose, and resolve client's tech support problems from any operating system or device type on a wide variety of issues across software, web applications, hardware, operating system configurations, authentication, cyber security issues, and wireless network access.
Provide support for commonly used software applications such as Microsoft 365 (Office, Teams, Outlook, and OneDrive), the Adobe suite including Acrobat Pro, various university-supported technology tools (WISER, HR Direct, Blackboard), or any other client technology use.
Provide support on access and authentication issues for university accounts, including password resets, creation of security questions, and multi-factor authentication setup and usage.
Communicate effectively with clients to provide support over a wide variety of contact types, including phone, email, video conferencing, live chat, direct submission tickets, and walk-ins to the IT Service Desk location.

Requirements:

Two or more years of experience are required in a field relevant to this position, such as support, troubleshooting, or training of technology topics.
A bachelor's degree is required, preferably in a field related to this position. An additional four years of relevant work experience may be substituted for the bachelor's degree requirement.
ITIL Foundations, CompTIA A+ certification, or related certificate may be substituted for one year of experience or education with approval by the hiring manager.
Demonstratable experience in hiring, training, and supervising a team of support staff, with a focus on providing excellent customer service and accurate technical support consultation.
Experience with a wide variety of technology is required, including Windows, Mac, iOS, and Android devices, including hardware, operating systems, software, wired and wireless network connectivity, peripherals, printers, Microsoft consumer applications including Microsoft 365, OneDrive, Teams, Word, Excel, PowerPoint, Outlook, Outlook Web Application, Cybersecurity topics and best practices.
Proficiency in using and managing IT service desk software, preferably ServiceNow, to track and resolve user issues is required.
Strong analytical and troubleshooting skills are required to diagnose and resolve a wide range of IT issues efficiently.
Proficiency in remote desktop tools and troubleshooting with the patience and ability to guide users through technical issues over the phone or chat.
Strong interpersonal skills which facilitate positive working relationships with both co-workers and end users.
Strong oral and written communication skills for personal interaction with end users, written reports, documentation, and call ticket tracking.
Strong ability to provide high-quality customer service to people at all levels in a university setting.
Strong organizational skills to keep multiple active projects running while preserving strong attention to detail on individual tasks.
For all experience listed above, that experience having been performed in an academic setting is preferable.

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