Technical Support Analyst/ Engineer

Technical Support Analyst
5+ Months
Boston, MA 02134

Onsite

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.

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.

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, documents, 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.
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.
dditional 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, and climbing. 50lbs

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