CLIENT TECHNOLOGY ANALYST II,IS&T IT Help Center
We are seeking self-motivated, critical-thinking, passionate technology professionals to join the ranks on our highly dynamic diverse team. Individuals will have the opportunity to serve as a liaison between the Boston University community and Information Services & Technology, leveraging technical expertise to assess business needs and advocate for and implement technology solutions. Individuals will be responsible for providing end-to-end technology support to our clients and corresponding communities by building strong relationships and establishing themselves as the point person in an ever-changing technology driven world. The ideal candidate is one that values the client experience above all, 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, career development, open doors, life-long friendships, and a sense of purpose topped off with a touch of humor and frequent laughter.
Advocate for our clients technology needs!
Participate in multiple service, platform or project teams as a subject matter expert, technical lead, client lead and/or project lead/manager.
Act as an application administrator or backup for multiple services.
Operate, maintain, troubleshoot and provide expert level support for a wide variety of areas on the Charles River Campus including: oclient/desktop systems administration omobile devices ospecialized database management oclient-server solutions oproject planning and implementation oweb-based solutions oongoing needs at the software and hardware level
Focus is 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.
This position may entail being on call and working evening, weekend and/or holiday hours, as needed.
Perform additional duties as required.
3-5 years experience in a related technology environment.
Bachelor's Degree in related discipline is preferred.
Technical Expertise: Strong experience with diagnosing Windows and macOS issues required.
Must be able to troubleshoot software, hardware and network issues.
Preferred experience with VMware, Exchange, 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 leveraged in a complex enterprise environment such as remote assistance, asset management, image and deployment, patching, backup and restore, virus protection, and various native and centrally managed encryption solutions required.
Must be able to lift moderately heavy equipment (up to 50 pounds).
Must hold a valid driver's license.
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 absolutely necessary.
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 productively in cross-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 absolutely 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.