About Northeastern: Founded in 1898, Northeastern is a global research university and a world leader in experiential learning. The same commitment to connecting with the world drives our use-inspired research enterprise. The university offers a comprehensive range of undergraduate and graduate programs leading to degrees through the doctorate in nine colleges and schools. Our campuses in Charlotte, N.C., San Francisco, Seattle, and Toronto are regional platforms for undergraduate and graduate learning and collaborative research. Northeastern pursues advanced research in security and materials at the Innovation Campus in Burlington, Massachusetts, and in coastal sustainability at the Marine Science Center in Nahant, Massachusetts.
About the Opportunity: The IT Support Specialist helps to oversee the local technology infrastructure of the Chancellor's Office to ensure seamless delivery of administrative systems across the east coast of the division (Boston, Charlotte and Toronto). This role will provide technology support (in-person, electronically, or by phone), with the following requirements:
Provide the first point of contact for software and hardware technical issues, documenting and triaging support requests as necessary using ticketing and problem tracking software.
Provide support for fixed and mobile AV conferencing equipment and software.
Inventory, configure and deliver equipment for new users.
Maintain laptop and desktop computers, including installing and upgrading the operating system, installing and configuring applications and implementing security best practices.
Troubleshoot common networking connectivity issues.
Maintain technology inventory and implement a refresh policy for all technology equipment.
Communicate effectively in written and spoken English, with both technical and not-so-technical people.
Document problems, procedures, and technical how-to docs and creating and publishing knowledge base articles and procedures in our support portal.
Support local and remote employees and respond to all incidents in a timely, courteous, and efficient manner.
An ability to work with a geographically distributed team and be able to travel to other east coast locations for scheduled project work.
Ensure compliance with security and system configuration standards
Work independently, thoughtfully and have an attention to detail. Working with the Regional IT Manager, the IT Support Specialist will identify new technology trends, upgrades, improvements and trainings in the areas of computer hardware, software, audiovisual, mobility, printing telephony and network connectivity.
Responsibilities: The IT Support Specialist must be adept and passionate about learning new technologies and services. They must be passionate about supporting customers. To ensure that essential services are provided to the university community, the IT Support Specialist may be required to work outside his/her regular working hours and on some university holidays. Some travel will be required. Qualifications: The ideal candidate will hold a Bachelor's degree in Computer Science or a related area and possess 3-5 years of experience. Experience supporting connectivity, AV, personal computers, OS X and Windows desktops and laptops in an enterprise environment. Experience with supporting software such as SharePoint, Microsoft Outlook, Microsoft Teams and other Microsoft applications as well as a portfolio of software applications for both personal productivity and collaboration. Experience providing support to remote or regional offices are a plus. Familiarity with AV videoconferencing systems, ITIL, Mac, and Microsoft product certifications are a plus.
A passion for providing an end user self-help experience is required. The position requires a logical and structured approach to troubleshooting and decision making with an emphasis on superior customer service. Familiarity with service desk applications and/or incident management environments desired. Excellent interpersonal, communication, and organizational skills are required. Must feel comfortable supporting individuals across all levels of the organization.
Preferred Qualifications: n/a
Salary Grade: 11
Additional Information: n/a
Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.
All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.
Founded in 1898, Northeastern University is a private research university located in the heart of Boston. Northeastern is a leader in worldwide experiential learning, urban engagement, and interdisciplinary research that meets global and societal needs. Our broad mix of experience-based education programs?our signature cooperative education program, as well as student research, service learning, and global learning?build the connections that enable students to transform their lives. The University offers a comprehensive range of undergraduate and graduate programs leading to degrees through the doctorate in nine colleges and schools.