CLIENT TECHNOLOGY ANALYST I, Information Services & Technology, IT Help Center

CLIENT TECHNOLOGY ANALYST I, Information Services & Technology, IT Help Center

Tracking Code Job Description

Information Services & Technology's (IS&T) Client Technology Services Responsibilities include : department serves as a liaison between the Boston University community and IS&T, leveraging technical expertise to assess business needs, advocate for, and implement technology solutions.

We are seeking self-motivated, critical-thinking, hardworking technology professional to join the ranks of our highly dynamic diverse team.

Individuals will have the opportunity be part of a team that provides technology insight at the operational level of supported departments.

Candidates must be able to articulate how technology will enable BUs operational model. This position will focus on providing day-to-day support in a primarily macOS environment.

Individuals will be responsible for providing end-to-end technology support to our client communities and building strong relationships while establishing themselves as the point person in ever-changing technology driven environments.

The ideal candidate is one who highly values the client experience, is resourceful, adaptable, thrives in a team-based structure, and ensures technology works for the client, not the other way around.

In return, we provide an environment that encourages creativity, collaboration, professional and personal growth, open doors, life-long friendships, and a sense of purpose topped off with a touch of humor.

• Providing day-to-day macOS support
• Providing guidance and mentoring to direct reports
• Identifying adaptive challenges within the department or for supported clients and working with leadership team members to provide opportunities for solutions
• Forming trusted relationships with clients, colleagues, and team members
• Advocating for client technology needs
• Operating, maintaining, troubleshooting and providing expert level support for a wide variety of areas on the Charles River Campus including : client / desktop systems administration mobile devices client-server and web-based solutions
• Participating in multiple service, platform or project teams as a subject matter expert, technical lead, client lead and / or project lead / manager
• Focusing on consistently providing best in class support through collaboration with our faculty, staff, and researchers to update and improve business processes using Information Technology solutions
• Ensuring appropriate security measures are in place and support audits to maintain HIPAA-compliant status.

Required Skills

• 1-3 years experience in a related technology environment.
• Bachelor's Degree in related field is preferred.
• Strong experience with diagnosing both Windows and macOS issues
• Must be able to diagnose software, hardware and basic network issues.
• Preferred experience with Active Directory, group policy, and server administration skills including monitoring performance and file permissions.
• An understanding of restricted use data is required.
• Should be comfortable with installing, configuring and upgrading Windows and Mac applications, various specialized applications, peripherals, and mobile devices.
• Knowledge of TCP / IP LAN / wireless networking principles and application protocols, i.e. HTTP, HTTPS, SMTP and FTP.
• Experience with WordPress and web site content management and development.
• Experience with a variety of tools commonly used in a complex enterprise environment including but not limited to ticketing, remote assistance, asset management, image and deployment, patching, backup and restore, Endpoint protection, and various native and centrally managed encryption solutions required.
• Must be able to lift moderately heavy equipment (up to 50 pounds).
• Should hold a valid driver's license.

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 remotely or in person, with diverse clients.
• Learn and support new technology quickly.
• Must possess good interpersonal communication skills.
• Proven customer service skills are vital.
• Energetic, self-directed, motivated and professional 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 well with both primary and dotted line reporting.
• Work efficiently in multi-functional teams and / or inventively and independently as an individual.
• Must possess the ability to work autonomously and retain control in constantly evolving situations.
• Must possess a high level of independent decision-making.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, natural or protective hairstyle, religion, sex, age, national origin, physical or mental disability, sexual orientation, gender identity, genetic information, military service, pregnancy or pregnancy-related condition, or because of marital, parental, or veteran status.

We are a VEVRAA Federal Contractor.

Job Location Position Type Salary GradeGrade 47

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