Under the direction of the Director of Technical Support Services, responds to and resolves a wide range of technical issues by demonstrating sound judgment, and using an understanding of systems, software and basic IT procedures and protocol.
Responds to end users and resolves computer hardware and/or software problems in a timely and professional manner by diagnosing and troubleshooting software, network connections/devices, and hardware failures. Specialists create or are assigned incidents or requests using ITS (Service Now) ticketing system. May involve own research to resolve or escalate to a Senior Specialist. Documents procedures and solutions in the Service Now knowledge base. Follows-up with end users to ensure incidents are resolved and recorded in ticketing system.
Provides both in-person and remote support.
Provide support during system failures and IT security emergencies by disabling access or a variety of solutions to address the incident.
Resets end user passwords to all University systems (Duo mobile, Active Directory, Suffolk email, Colleague, ect.) following ITS protocol.
Provides service desk coverage by responding to phone calls, answering the service desk email and managing walk-in incident reporting or requests.
Provides support during student related academic year events such as orientation, move in day, placement, mid-term and final exams. Also provides support to faculty to ensure equipment and software needs for courses are met and classrooms are equipped.
Image, configure and deploy computer hardware.
Runs software updates and patches.
Takes obsolete equipment out of service and record asset disposal using established systems.
Ensures department has accurate and complete information regarding computer hardware inventory by using template to update inventory.
Creates Technical articles for Service Now Knowledgebase
Support the IT department's initiatives by participating in team projects that enhance the quality or efficiency of the Tech Support Team.
Support other duties as assigned.
Two to four years of experience or Bachelor's degree in computer science or related field in lieu of experience.
Strong computer skills and systems knowledge including MS Windows, MAC OS, Email, Web Browsers and Microsoft Office (Word, Excel Outlook), imaging, and antivirus applications is required.
Excellent written and oral communication skills.
Must be committed to providing the highest level of customer service and responsiveness.
Demonstrated experience working in a high volume, deadline oriented customer focused environment.
Proven ability to work independently and as part of a team.
Ability to act as mentor to Level 1 IT support team.
Must be creative and proactive. Must have ability to manage multiple projects simultaneously and handle difficult, stressful situations.
Must be able to lift, bend and move computer and printer equipment.
Standard hours of this position are 8:45am to 4:45 pm, M-F. May require flexibility with schedule to meeting department needs.
Internal Number: oKbcdfw4
About Suffolk University
Located right in the heart of downtown Boston, Suffolk University gives its students unparalleled access to the city and all it offers.Our college green is the Boston Common. We are steps from dozens of historic sites like the Old State House, Faneuil Hall, and the Massachusetts State House. We have no real boundaries to our campus' Boston and Suffolk blend together. That means our students have incredible access to a wealth of opportunities, whether it's museums and restaurants or internships and co-ops. At the same time, we also take pride in being a personal, student-centered school, where faculty and administrators know students by name. We take the time to recognize each student's promise, figure out what makes him or her tick, and build important mentoring relationships.As we have done since our founding, we strive for one thing at Suffolk: give students the tools they need to be successful, smart, and satisfied at whatever they choose to do.