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Boston University COMPUTER SUPPORT SPECIALIST, BUMC Information Technology in BOSTON, Massachusetts

The Boston University Medical Campus Information Technology (BUMC IT) Client Services department is seeking a self-motivated, critical-thinking, and hardworking technology professional to fill the role of Computer Support Specialist. BUMC IT Client Services supports the computing needs of 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. The Computer Support Specialist is responsible for the support, installation, and troubleshooting of Windows and Mac computers. The role will answer questions and provide technical help to faculty, staff and students who use Windows and macOS computers. In addition, this position will support a wide variety of computer and web applications connected to the Boston University network.

Outside of direct computer and client support, there will be opportunities to lead and take part in operational projects to support the department. Some experience in the following applications and technologies in use at BUMC would be preferable:

  • Computer management, security, and deployment (Quest KACE, JAMF, CrowdStrike, Microsoft Deployment Toolkit)

  • Web conferencing applications (Microsoft Teams, Zoom)

  • File sharing and backup applications (OneDrive, Google Drive, Dropbox, Code42, Windows/SMB network shares)

  • Remote support software (BeyondTrust Bomgar)

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

Required Skills

  • 3-5 years of experience in a related technology environment.

  • Bachelor's Degree in related field is preferred but not required.

  • Must be able to lift moderately heavy equipment (up to 50 pounds).

    TECHNICAL EXPERTISE:

  • Proven experience with diagnosing Windows and macOS issues.

  • Have a good understanding of how to troubleshoot and solve software, hardware and network issues.

  • Have general knowledge of Active Directory including group policies, AD units and groups and file permissions.

  • Should be comfortable with installing, configuring, and upgrading Windows and macOS computers and software.

  • Experience with various specialty applications, peripherals, and mobile devices is a plus.

  • Experience with a variety of tools commonly used in a sophisticated enterprise environment such as remote assistance, asset management, deployment and mobile device management, patching, virus protection, and encryption.

  • Knowledge of TCP/IP LAN/wireless networking principles and application protocols: IP, DNS, DHCP, ping, ipconfig, HTTPS, SMTP.

    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 excellent interpersonal communication skills.

  • Strong customer service skills.

  • An upbeat, self-directed, motivated individual who enjoys working 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 efficiently in cross-functional teams and/or inventively and independently as an individual.

  • Must possess the ability to work autonomously and retain control in rapidly changing situations.

  • A high level of independent decision making is required.

    Please note all newly hired staff and faculty, will need to be in compliance with Boston University’s COVID-19 Vaccination and Booster Requirement (https://www.bu.edu/hr/hr-covid-19-resources/vaccine-required-for-faculty-and-staff/) within 30 days of date of hire. You must upload your vaccine documentation or request a medical or religious exemption (instructions (https://www.bu.edu/hr/hr-covid-19-resources/upload-your-covid-vaccination-documentation/) ). For further information on the University’s response to COVID-19, please visit the Back2BU site (https://www.bu.edu/back2bu/) .

    We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, 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.

Required Experience

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