The Boston University Medical Campus Information Technology (BUMC IT) department is seeking a self-motivated, critical-thinking, and hardworking technology professional to fill the role of Client Support Specialist. BUMC IT supports the faculty, staff, and students at the schools of the Medical Campus, including the School of Medicine and School of Public Health. The right applicant will work closely with these communities to provide technical expertise, assess business needs, advocate for, and implement technology solutions.
This role will focus primarily on Service Desk intake and resolving client support issues via phone, in person, or by remote technologies, at the first and second technical level. The role will answer questions and provide technical help to faculty, staff, and students of BUMC who use Microsoft Windows and Apple OS-based computers. In addition, the position will support a wide variety of personal computing applications and networked applications connected to the BUMC network.
Additionally, some experience in the following areas and technologies in use at BUMC would be preferable:
File sharing and file backup applications (OneDrive, Google Drive, Dropbox, Code42, Windows/SMB network shares)
Web conferencing applications (Microsoft Teams, Zoom)
The ideal candidate is one that values the client experience above all, is inventive, adaptable, thrives in a team-based structure, and ensures technology works for the client.
0-3 years of experience required
Intermediate experience with diagnosing Windows and macOS.
Experience with Linux issues is a plus.
Intermediate ability to be able to solve software, hardware, and network issues.
Should be comfortable with installing, configuring, and upgrading Windows and Mac applications, various specialized applications, peripherals, and mobile devices.
Some knowledge of TCP/IP LAN/wireless networking principles and application protocols, i.e. HTTP, HTTPS, SMTP, and FTP.
Must be able to lift moderately heavy equipment (up to 50 pounds). Soft Skills:
Must follow procedures and keep accurate records of incidents and requests while working in the field.
Strong writing and organizational skills required.
Demonstrate patience when problem-solving complex technical issues, over the phone and in person, with diverse customers.
Learn and support new technology quickly.
Must possess good interpersonal communication skills.
Strong customer service skills vital.
An upbeat, self-directed, motivated individual who thrives in a fast-paced, dynamic environment.
Interact with all levels of an organization in a professional, diplomatic, and tactful manner.
Work well with external vendors.
Work productively in multi-functional teams and/or resourcefully and independently as an individual.
Must possess the ability to work autonomously and maintain control in rapidly changing situations.
A high level of independent decision making is required
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.
Internal Number: 2326
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