Working at MIT offers opportunities, an environment, a culture - and benefits - that just aren't found together anywhere else. If you're curious, motivated, want to be part of a unique community, and help shape the future - then take a look at this opportunity.
IT SUPPORT ENGINEER , Information Systems and Technology (IS&T)-VIP IT Services , to be responsible for a range of applications, services, and solutions to support both customers and IS&T. Will provide proactive and effective technical support to a diverse customer base, delivering solutions to technical and non-technical end users through a variety of channels while supporting a wide range of technology and services. Responsibilities include off- and on-site incident response, problem management, endpoint management, project coordination, and knowledge management. Will work directly with customers in-person and over phone/email/chat to identify support issues and with vendors, development teams, and IS&T/MIT service owners to resolve those issues.
REQUIRED : at least five years of relevant experience; a bachelor's degree in computer science, information systems, or related field; experience supporting Mac, Windows, iOS, and Android platforms and diagnosing/resolving problems across their software, hardware, and managed service product lines; experience with endpoint management services and tools, preferably SCCM, Casper, Active Directory, and VMWare platforms; experience with common IT ticketing platforms, preferably Service Now; strong diagnostic skills and working knowledge of current technology to resolve escalated customer complaints without the need for manager intervention; excellent verbal and written communication skills; and experience with ITIL and Agile practices and methodologies. Must be able to learn and adapt quickly and understand new technology and services; remain flexible and adaptive in a fast-paced environment; leverage central, local, and third-party resources to find the best solutions; take ownership of technical issues and partner with various teams in IS&T to resolve more advanced issues when necessary; and coordinate and manage projects on small and large scales. Job #17853-7
Salary range: $80 - 87,000
MIT will conduct a criminal background check on the finalist.
Internal Number: 17853
About Massachusetts Institute of Technology (MIT)
The mission of MIT is to advance knowledge and educate students in science, technology and other areas of scholarship that will best serve the nation and the world in the 21st century whether the focus is cancer, energy, economics or literature