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.
% of Time
End User Support
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.
Suffolk at a Glance
Suffolk University is a private, comprehensive, urban university located in the heart of downtown Boston. 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.
Since 1906, Suffolk has been committed to creating an exceptional learning experience. Our vision is to be recognized as a dynamic institution that fosters engaged learning, rigorous scholarship, innovative thinking, and community collaboration across disciplines. We will ensure that Suffolk graduates are versatile and prepared for modern society and the new world market. We will provide rich curricula, experiential learning opportunities and professional mentoring through increased collaboration with alumni and community partners. We will recruit, mentor, and support a diverse faculty of teacher-scholars who are passionately committed to preparing our students to be leaders in the global community. We will inspire investment in a Suffolk community that is built on ethical, forward-thinking leadership, teamwork, and cooperation.
Suffolk University is 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 LBGTQ status.
See yourself here with our terrific benefits package. Benefits include, but are not limited to:
Harvard Pilgrim medical/Delta Dental at low employee costs
Retirement options including both Standard Retirement Plan (SRP) and Voluntary Tax Deferred Annuity (VTDAP). The University contributes 9% to your SRP when employees contribute 5% after eligibility guidelines have been met.
All employees and faculty members who are at least half-time are eligible for the tuition free course benefit in the College of Arts and Sciences and in the Sawyer Business School. There are additional tuition benefits for spouses, domestic partners, and children.
Generous time-off program. Vacation accrues monthly. Vacation for part-time employees is pro-rated based on the employees' regularly scheduled hours. Additional holidays are announced each year and are separate from the employee's vacation allowance.
Pre-tax commuter benefit
Discounted home and auto insurance
Suffolk University conducts Criminal Offender Record Information (CORI) checks relative to prior criminal convictions and pending cases, as well as Sex Offender Registry Information (SORI) checks relative to prior sexual offenses committed as a contingent offer of employment for all positions. Suffolk University requires specific written authorization to conduct background checks. Failure to provide such authorization shall preclude candidates from being hired.
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.