SERVICE DESK SPECIALIST I, IS&T IT Help Center

Boston University•Boston, MA

50d•Hybrid

About The Position

We are seeking self-motivated, critical-thinking, hardworking technology professionals to join the ranks of our highly dynamic, diverse team! Individuals will have the opportunity to serve the Boston University community as its primary point of contact, providing first and second level technology support for 200+ IS&T provided IT services, while providing a positive experience for our clients. Use enterprise knowledge and technical expertise to assess client needs and address all inquiries with the appropriate action. Individuals will assist clients with a broad range of personal computing applications, general web support, courseware support, account creation and support, and networked applications and resources. The ideal candidate is one that values the client experience above all, is inventive, adaptable, enjoys a team-based structure, and ensures technology works for the client, not the other way around. They must also be equally comfortable and effective communicating with clients over the phone, in person, and through a ticketing system. Position requires semester-based rotating nights, weekends and/or holiday hours coverage, on campus with periodic opportunities to work from home. In return, we provide an environment that encourages creativity, collaboration, professional and personal growth, career development, open doors, life-long friendships, and a sense of purpose topped off with a touch of humor and frequent laughter. This Service Desk position is in Client Services & Support, a large team (100) within BU's central Information Services & Technology group of about 450. We are the client facing group for all IS&T's services offered to the community.

Requirements

Self-motivated
Critical-thinking
Hardworking technology professionals
Values the client experience
Inventive
Adaptable
Enjoys a team-based structure
Comfortable and effective communicating with clients over the phone, in person, and through a ticketing system.

Responsibilities

Provide first and second level technology support for 200+ IS&T provided IT services.
Serve as the primary point of contact for the Boston University community.
Assess client needs and address all inquiries with the appropriate action using enterprise knowledge and technical expertise.
Assist clients with a broad range of personal computing applications, general web support, courseware support, account creation and support, and networked applications and resources.
Communicate effectively with clients over the phone, in person, and through a ticketing system.