JOB TITLE: Technical Support Analyst
JOB LOCATION:Boston, MA
WAGE RANGE*: 35-40/ hour
JOB NUMBER:9691

REQUIRED EXPERIENCE:

Top 3 technical or soft skills you'd like to see that will lead you to request an interview: Emphasis on mac skills, ACMT certified (mac repairs), Strong communication skills, High Ed experience probably a plus. This will be supporting our Engineering School largely, so some Linux skills could be helpful as well.

JOB DESCRIPTION:

This position will be responsible for supporting a broad range of systems and applications providing support both on-campus and remotely with a focus on general desktop support, deployment, and administration, mobile device management and support, printer support, technical training and knowledge management, personal solutions consulting, project implementation, and security administration. This position will also be responsible for providing high level, white glove support to VIP customers. The unifying characteristics of the position are outstanding customer service skills, versatility and breadth in technical skills, strong organizational skills and attention to detail, the ability to take ownership where appropriate, and the ability to assist various teams and projects successfully accomplish their objectives. Ideal candidates thrive on variety in their daily work, on interaction with customers, and on working with a wide range of technologies. Analyzes and resolves complex customer and technical problems involving multiple technologies and platforms. Recommend equipment and application purchases for customer base. Explore, test, and implement new IT solutions and services as required, with the goal of standardization.

This position will primarily focus is on client desktop systems deployment and administration, mobile device and print management, in person and phone support, and personal solutions consulting. May participate in project implementation, technical training and knowledge management, and security administration. Requires outstanding customer service skills, versatility and breadth of technical skills, strong organizational skills and attention to detail, the ability to take ownership where appropriate, and the ability to help teams and projects successfully accomplish their objectives. Applies knowledge of Microsoft and Apple products, ITIL methodology, change management and risk management processes, network and telecom troubleshooting, routers, TCPIP, firewalls, VPNs, and Voice services. Uses and updates Support Ticketing System.

Standards and Process Development:

* Participate and advise in the definition of desktop and applications standards, images, processes, and policy governance to improve technical services. Assess, QA, document, and train on desktop and applications solutions.
* Collaborate with faculty, researchers, and staff to streamline business processes using information technology solutions.
* Perform administration for IT services as appropriate and required including user accounts, file/print, backup/restore, virtualization, storage, e-mail.
* Provide assistance and support for security administration, mail, file servers and assisting users with backup and recovery.
* Identify, research, diagnose and escalate (as needed) production problems such as defects, questionable functions, errors, and inconsistencies in systems function.
* Participate in project work as required, including non-business hour deployments (e.g., nights and weekends)
* Provide 2nd and 3rd tier support for installation, implementation and troubleshooting of complex hardware and software issues to both Desktop support and Service Desk teams.
* Performs other duties as required.

Typical Core Duties:
Basic Qualifications:
* BA/BS or equivalent experience preferred.
* Must have at least 2-3 years' experience with Apple and Microsoft operating systems and hardware in a computer support related setting; experience working in a networked environment.
* Must have related work experience supporting various desktop applications (MS Office, Outlook/Exchange, and various web browsers). Broad software application skills desired.
* Demonstrated ability to master new software applications and technologies.

Additional Qualifications:
In addition to the required skills, the ideal candidate will have these highly desirable skills:
* Ability to interact with technical staff and work in a team-oriented customer focused environment.
* Demonstrated ability to communicate professionally and effectively with a wide range of technical and non-technical users using numerous tools both orally and in writing (e.g., MS Teams, Slack, email, etc.)
* Works to meet the goals of HUIT with enthusiasm and a spirit of cooperation.
* Demonstrated ability providing remote support using tools such as Bomgar and/or Zoom in a hybrid work environment.
* Experience working with high level VIP's providing white-glove support.
* Experience with Apple and Dell hardware repairs preferred.
* Willingness to learn and support new technologies
Physical Requirements:
Continuous walking, standing, sitting, and manual dexterity. Frequent bending, lifting, handling, and reaching. Occasional push/pulling, squatting, climb, lift 50lbs

Equal Opportunity Employer Veterans/Disabled

* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.