CLIENT TECHNOLOGY ANALYST II, Information Services & Technology, IT Help Center (24500144140326)

We are seeking self-motivated, critical-thinking, hardworking This position may entail being on call and working evening, weekend technology professionals to join the ranks of our highly dynamic diverse team. Individuals will have the opportunity to serve as a liaison between the Boston University community and Information Services & Technology, demonstrating technical expertise to assess business needs and advocate for and implement technology solutions. Individuals will provide end-to-end technology support to our clients and corresponding communities by building positive relationships and establishing themselves as the point person in a constantly evolving technology driven world. The ideal candidate is one that values the client experience above all, is inventive, adaptable, team oriented, 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, and career development.

Responsibilities include

• Advocating for our clients technology needs! Participating in multiple service, platform or project teams as specialist, technical lead, client lead and/or project lead/manager.
• Acting as an application administrator or backup for multiple services.
• Operating, maintaining, diagnosing and providing expert level support for a wide variety of areas on the Charles River and Fenway Campuses including:
  • client/desktop systems administration
  • mobile devices
  • specialized database management
  • client-server solutions
  • project planning
  • implementation web-based solutions ongoing needs at the software and hardware level 
• Focus is on consistently providing outstanding support through collaboration with our faculty, staff, and researchers to update and improve business processes using Information Technology solutions. 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 field is preferred.

Technical Expertise

• Demonstrable experience with diagnosing both Windows and macOS issues required.
• 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). 
• Must 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.
• Strong 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.