Client Technology Analyst II, Technology Experience & Community

Boston University • Boston, MA

3d

About The Position

Boston University Information Services & Technology (IS&T) is seeking a Client Technology Analyst II to provide end-to-end technology support to client communities in a primarily macOS environment. The analyst serves as a trusted technology partner by assessing business needs, advocating for client technology needs, and helping implement solutions that support university operations. As part of the Client Technology Services team, the analyst works collaboratively with faculty, staff, researchers, colleagues, and external vendors in a technology-driven environment.

The role includes maintaining and troubleshooting client and desktop systems, mobile devices, and client-server and web-based solutions. The analyst contributes to service, platform, and project teams, supports appropriate security measures and HIPAA-related audits, and maintains accurate incident and request records while providing field support.

Boston University supports staff learning and professional growth through lunch-and-learn sessions, an online course library, community events, and opportunities to engage with peers at NERCOMP and EDUCAUSE events. BU also describes an inclusive workplace and is an equal opportunity employer.

Requirements

• Bachelor's degree in a related discipline or comparable work experience.
• 2–3 years of experience in a related technology environment.
• Experience using and diagnosing supported Windows and macOS operating systems, including troubleshooting software, hardware, and network issues.
• Experience installing, configuring, and upgrading Windows and Mac applications, specialized applications, peripherals, and mobile devices.
• Knowledge of TCP/IP LAN and wireless networking principles and application protocols, including HTTP, HTTPS, SMTP, and FTP.
• Understanding of restricted-use data and information security requirements.
• Strong writing, organizational, interpersonal communication, and customer service skills.
• Ability to learn and support new technology quickly, work independently and in cross-functional teams, and make decisions in rapidly changing situations.
• Ability to lift equipment weighing up to 50 pounds.
• Valid driver's license.

Nice To Haves

• CompTIA A+ certification.
• Experience with VMware, Exchange, Active Directory, Group Policy, and server administration, including performance monitoring and file permissions.
• Experience with WordPress and website content management and development.
• Experience with enterprise tools for remote assistance, asset management, imaging and deployment, patching, backup and restore, virus protection, and centrally managed encryption.

Responsibilities

• Provide day-to-day macOS and end-to-end technology support for client communities.
• Operate, maintain, troubleshoot, and support client and desktop systems, mobile devices, and client-server and web-based solutions.
• Build trusted relationships with clients, colleagues, and team members and act as a point person for technology needs.
• Identify adaptive challenges for supported departments and work with leadership to develop solution opportunities.
• Advocate for client technology needs and explain how technology can support Boston University's operational model.
• Participate in service, platform, and project teams as a subject matter expert, technical lead, client lead, and/or project lead or manager.
• Collaborate with faculty, staff, and researchers to improve business processes through information technology solutions.
• Ensure appropriate security measures are in place and support audits needed to maintain HIPAA-compliant status.
• Follow procedures and maintain accurate records of incidents and requests while providing support in the field.

Benefits

• Paid time off and leave policy.
• Paid intersession break.
• 13 paid holidays.
• University-funded retirement plan with full vesting after 2 years of eligible service.
• Tuition assistance for employees and family members.
• Wellness resources and employee perks.
• Staff learning opportunities, including lunch-and-learn sessions, an online course library, events, and opportunities to engage with peers at NERCOMP and EDUCAUSE events.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level