REQUIRED: either one year of relevant experience and a bachelor's degree or five years' without a degree; experience supporting Mac, Windows, iOS, and Android platforms; experience supporting the diagnosis and resolution of problems across software, hardware, and managed service lines; ability to learn and understand customized software solutions to provide advanced support; experience with IT ticketing platforms (preferably ServiceNow); and strong oral and written communication skills. Experience with Linux (e.g., Ubuntu, Solaris, etc.) and ITIL and Agile practices and methodologies preferred, as is experience in higher education. Job #17673-6
IT SUPPORT SPECIALIST, Information Systems and Technology (IS&T) (2 openings), to be responsible for a range of applications, services, and solutions that support both customers and IS&T. Will provide technical support to a diverse customer base of technical and non-technical end-users through a variety of channels, while bolstering a wide range of technology and services; increase customer satisfaction, deepen client relationships, engage with partner teams, and effectively manage expectations; and provide maintenance and guidance for moderately complex client products. Responsibilities also include managing complex projects/work of varying scope/impact; taking ownership of user problems/issues, following up on and continuously communicating status updates for users; diagnosing and resolving complex end-user issues, individually or with partner teams; protecting client data; building relationships with users to identify technical business needs and recommend solutions/best practices; administering on-prem and SaaS offerings as available; reviewing trends in ticketing systems to identify recurrent problems/incidents and finding solutions; training/coaching coworkers and customers on new/existing functionality/services; documenting processes/policies/procedures; and monitoring metrics. May also work with vendors to coordinate support processes and perform other duties as requested.
A full description is available at https://bit.ly/2JBWZ5I.
Massachusetts Institute of Technology is a private research university.