IT Support Specialist

MIT • Cambridge, MA

7d • Remote

About The Position

The IT Support Specialist, within the Information Systems and Technology (IS&T) Escalations team, is responsible for identifying emerging and complex IT issues and problems. This role facilitates the resolution of undocumented issues through investigation, diagnosis, and troubleshooting. The IT Support Specialist acts as a resource for multi-disciplinary projects within IS&T and collaborates routinely with cross-functional teams. As IS&T expands its support for generative AI tools and services, this role will be key in assisting community members with AI platforms, providing guidance on compliant use aligned with Institute policies, and supporting assessments of prospective AI solutions.

Requirements

• A bachelor’s degree
• A minimum of five years of experience in IT support, information systems, or another related field
• Ability to troubleshoot Mac, Windows, and Linux operating systems
• Comfortable with the command line-interface
• Experience with learning management systems
• Experience with MS O365 and Exchange administration support
• Experience providing SaaS administration support
• Experience working with a ticketing management system

Nice To Haves

• Experience in higher education
• Experience with Service Now
• Experience with Security+/Network+
• Experience with AWS and/or Google
• Working knowledge of scripting

Responsibilities

• Identifies emerging and complex IT issues and problems.
• Facilitates the resolution of undocumented issues through investigation, diagnosis, and troubleshooting.
• Serves as a resource for multi-disciplinary projects within IS&T.
• Routinely collaborates with cross-functional teams.
• Assists community members with AI platforms.
• Provides guidance on compliant use of AI tools aligned with Institute policies.
• Supports assessments of prospective AI solutions.

What This Job Offers

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