Computing Support Administrator

New England Conservatory of Music•Boston, MA

About The Position

The Computing Support Administrator supports NEC’s faculty, staff, and students by providing leadership for endpoint computing and end-user technology services. This role is responsible for the management, deployment, endpoint security, and lifecycle of NEC-managed endpoint devices and for the effective delivery of Help Desk and end-user support services. The Computing Support Administrator supervises Help Desk student employees, provides operational leadership for assigned services, administers assigned technology platforms, and leads technology projects and service improvement initiatives. This position works closely with other ITS staff to support the business and academic work of the Conservatory.

Requirements

At least 5 years of progressively responsible experience in computing support, endpoint computing, desktop support, or related end-user technology services.
Strong hands-on experience supporting Windows and macOS environments, including device configuration, deployment, troubleshooting, and lifecycle management.
Experience administering endpoint management and software deployment platforms such as JAMF, Microsoft Intune/SCCM, or similar technologies.
Demonstrated knowledge of scripting and automation using PowerShell, Bash, Python, or similar technologies.
Experience supporting or administering SaaS applications and related technology services.
Demonstrated ability to lead technical projects, coordinate priorities, and work effectively with multiple stakeholders.
Strong customer service, communication, documentation, and problem-solving skills.
Demonstrated professionalism, sound judgment, confidentiality, and the ability to learn and apply new technologies.

Nice To Haves

Experience supporting technology in higher education or another complex service-oriented environment.
Familiarity with network infrastructure, common protocols, and troubleshooting connectivity issues.
Familiarity with system administration, endpoint security, patching, vulnerability management, and security best practices.
Experience supporting classroom, instructional, or specialized end-user technology.
Experience leading technical projects or serving as a technical lead for implementations, migrations, or service improvements.
Experience working with technology vendors, procurement, licensing, and lifecycle planning.

Responsibilities

Provides technical leadership and operational ownership for endpoint computing, Help Desk, and end-user technology services.
Coordinates day-to-day Help Desk operations and ensures high-quality support for faculty, staff, and students.
Coordinates the recruitment, training, scheduling, and day-to-day work of Help Desk student employees.
Provides technical guidance and escalation support to the Computing Support Specialist and Help Desk student employees.
Oversees endpoint management, deployment, maintenance, endpoint security, inventory, procurement, and lifecycle processes across NEC-managed devices.
Maintains and improves service workflows, documentation, knowledge resources, escalation processes, support standards, and service metrics.
Administers user account provisioning, access permissions, and account lifecycle processes across assigned NEC systems.
Administers assigned SaaS and end-user technology platforms and provides escalation support for complex technical issues.
Leads and participates in technology projects, service improvement initiatives, and vendor coordination.
Supports administrative data maintenance, validation, and routine reporting in collaboration with business systems staff.
Supports business continuity through timely response to critical classroom, instructional, and end-user technology issues, while supporting institutional policies and broader ITS and cross-departmental initiatives; occasional off-hours work may be required.