Technology Support Specialist

Lesley University • Cambridge, MA

18h • Onsite

About The Position

Lesley University is seeking a Technology Support Specialist to join the Technology Support Services team. Reporting to the Manager of Technology Support Services, the Specialist provides technical support and assistance to students, faculty, staff, and administrators via phone, video teleconference, email, and chat. This role is responsible for gathering and logging service requests in the ticketing system, defining technical issues, documenting troubleshooting steps, and identifying effective solutions while delivering excellent customer service to the Lesley community. The Technology Support Specialist provides a broad range of support, including: troubleshooting endpoint devices, managing password and Wi‑Fi updates, supporting account access, maintaining classroom instructor workstations, and assisting with print systems, audio/visual equipment, and other supported technologies. In this role, the Specialist also investigates, tests, recommends, and helps integrate new technology solutions for university use; provides virtual technology training; hosts open hours; and presents on technology use. Working collaboratively with other Technology Support team members, the Specialist develops knowledgebase articles and serves as a resource to the University community regarding endpoint technology solutions. Additional responsibilities include providing dedicated technology support for virtual events and performing maintenance on cloud-based SaaS systems, including system updates and changes.

Requirements

• An Associates degree in a IT, Computer Science, or a related field OR 1+ years of equivalent professional experience.
• A minimum 1+ years of experience supporting computer lab workstations and print management.
• Experience using a ticketing system.
• Experience using both Windows, macOS, and iOS-based devices (required).
• Outstanding customer service orientation and ability to communicate clearly and effectively to end-users with a wide range of technological skill levels.
• Superior troubleshooting skills, initiative, follow-through, and ability to work as a team member in a fast-paced, service-oriented office are essential.

Responsibilities

• Provides technical support and assistance to students, faculty, staff, and administrators via phone, video teleconference, email, and chat.
• Gathers and logs service requests in the ticketing system.
• Defines technical issues, documents troubleshooting steps, and identifies effective solutions.
• Delivers excellent customer service to the Lesley community.
• Troubleshoots endpoint devices.
• Manages password and Wi‑Fi updates.
• Supports account access.
• Maintains classroom instructor workstations.
• Assists with print systems, audio/visual equipment, and other supported technologies.
• Investigates, tests, recommends, and helps integrate new technology solutions for university use.
• Provides virtual technology training.
• Hosts open hours.
• Presents on technology use.
• Develops knowledgebase articles.
• Serves as a resource to the University community regarding endpoint technology solutions.
• Provides dedicated technology support for virtual events.
• Performs maintenance on cloud-based SaaS systems, including system updates and changes.

Benefits

• health, dental, life, and long-term disability insurance
• significant paid time off
• a generous retirement plan
• tuition programs that enable employees and their dependents to expand their knowledge and skills

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree