Suffolk University invites qualified candidates to apply for the position of Technical Support Specialist. Under the direction of the Director of Technical Support Services, the support specialist responds to and resolves a wide range of technical issues by demonstrating sound judgment, and using an understanding of systems, software and basic IT procedures and protocol.
Responds to end users and resolves computer hardware and/or software problems in a timely and professional manner by diagnosing and troubleshooting software, network connections/devices, and hardware failures. Specialists create or are assigned incidents or requests using ITS (Service Now) ticketing system. May involve own research to resolve or escalate to a Senior Specialist. Documents procedures and solutions in the Service Now knowledge base. Follows-up with end users to ensure incidents are resolved and recorded in ticketing system.
Provide support during system failures and IT security emergencies by disabling access or a variety of solutions to address the incident.
Resets end user passwords to all University systems (Duo mobile, Active Directory, Suffolk email, Colleague, ect.) following ITS protocol.
Provides service desk coverage by responding to phone calls, answering the service desk email and managing walk-in incident reporting or requests.
Provides support during student related academic year events such as orientation, move in day, placement, mid-term and final exams. Also provides support to faculty to ensure equipment and software needs for courses are met and classrooms are equipped.
Image, configure and deploy computer hardware.
Runs software updates and patches.
Takes obsolete equipment out of service and record asset disposal using established systems.
Ensures department has accurate and complete information regarding computer hardware inventory by using template to update inventory.
Support the IT department's initiatives by participating in team projects that enhance the quality or efficiency of the Tech Support Team.
Support other duties as assigned.
Two to four years of experience or Bachelor's degree in computer science or related field in lieu of experience.
Strong computer skills and systems knowledge including MS Windows, MAC OS, Email, Web Browsers and Microsoft Office (Word, Excel Outlook), imaging, and antivirus applications is required.
Excellent written and oral communication skills.
Must be committed to providing the highest level of customer service and responsiveness.
Demonstrated experience working in a high volume, deadline oriented customer focused environment.
Proven ability to work independently and as part of a team.
Ability to act as mentor to Level 1 IT support team.
Must be creative and proactive. Must have ability to manage multiple projects simultaneously and handle difficult, stressful situations.
Must be able to lift, bend and move computer and printer equipment.
Standard hours of this position are 8:45am to 4:45 pm, M-F. May require flexibility with schedule to meeting department needs.
Working at Suffolk
Suffolk University is a private, comprehensive, urban university located in the heart of downtown Boston. Since 1906, Suffolk has been committed to creating an exceptional learning experience. Our college green is the Boston Common. We are steps from dozens of historic sites including the Old State House, Faneuil Hall, and the Massachusetts State House. We have no real boundaries to our campus—Boston and Suffolk blend together. Suffolk is an equal opportunity employer committed to a diverse community.
We compete for the best talent. We are an equal opportunity employer committed to a diverse community. We are actively seeking applicants from groups that might be under-represented because of race/color, gender, religion, real or perceived disability, national origin or LGBTQ status. As part of our commitment, we encourage you to complete the demographic portion of the application in addition to submitting your cover letter and resume/CV as it will assist us in targeting our recruitment efforts. Please note that Suffolk University conducts background checks as a condition of employment.
We are also committed to the well-being of our employees. Our terrific benefits package for benefits-eligible positions include, but are not limited to:
Generous paid time-off programs and commitment to work-life balance
A 9% retirement contribution match when eligibility guidelines have been met
Tuition free course benefits in the College of Arts and Sciences and in the Sawyer Business School for employees with additional tuition benefits for spouses, domestic partners, and children
Top-notch well-being care available through Harvard Pilgrim Medical/Delta Dental and a Flexible Spending Account
Pre-tax commuter benefit
Employee Assistance Program that provides employees and their family members with initial assessment, referrals and short-term counseling for personal and work challenges
Discounted home and auto insurance
Please submit your resume along with a cover letter for the position in which you are applying to.
Located right in the heart of downtown Boston, Suffolk University gives its students unparalleled access to the city and all it offers.Our college green is the Boston Common. We are steps from dozens of historic sites like the Old State House, Faneuil Hall, and the Massachusetts State House. We have no real boundaries to our campus?Boston and Suffolk blend together. That means our students have in...credible access to a wealth of opportunities, whether it?s museums and restaurants or internships and co-ops.At the same time, we also take pride in being a personal, student-centered school, where faculty and administrators know students by name. We take the time to recognize each student?s promise, figure out what makes him or her tick, and build important mentoring relationships.As we have done since our founding, we strive for one thing at Suffolk: give students the tools they need to be successful, smart, and satisfied at whatever they choose to do.