Sr IT Support Specialist

About the Opportunity

About the D’Amore-McKim School of Business:

Founded in 1922, the D’Amore-McKim School of Business at Northeastern University prepares the leaders that the times demand. We deliver a curriculum that combines knowledge in technology and data analytics with uniquely human skills, such as critical thinking, creativity, and an entrepreneurial mindset. From undergraduate to MBA-level programs—online, on-site, or hybrid, full- or part-time, our world-renowned experiential approach empowers our students, faculty, alumni, and partners to create impact far beyond the confines of discipline, degree, and campus.

About the Opportunity:

The Sr IT Support Specialist role will be based on the Boston campus, D’Amore McKim School of Business, and will report directly to the IT Manager.


The Sr IT Support Specialist will be responsible for supporting and maintaining various hardware, software, audio visual equipment and mobile devices used by personnel in the D’Amore McKim School of Business. In addition, the Sr IT Support Specialist will configure, install, and maintain desktop systems, printers, and applications both in terms of hardware and software.


As the go-to technical troubleshooter, this role will address IT problems and issues as reported by division users, offering them valuable technical guidance, advice, and training. Moreover, the Sr IT Support Specialist will be responsible for rigorously testing new hardware and software to ensure their seamless compatibility with the existing suite of applications. Also, the incumbent will actively contribute to the introduction of innovative information technologies while efficiently administering existing technological resources within the division. A crucial aspect of this role will involve meticulously maintaining detailed records of hardware and software inventories deployed throughout the division.
 

Minimum Qualifications:

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  Must be adept and passionate about learning new technologies and services, driven by a deep commitment to delivering an outstanding end-user experience. Must possess structured and logical approach to troubleshooting and decision-making, placing a strong emphasis on superior customer service.
  
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  An associate degree in computer science or related field, coupled with a minimum of 3-5 years of experience in Desktop Engineering.
  
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  Experience in supporting connectivity, AV, personal computers, macOS, and Windows desktops and laptops in an enterprise environment. Possessing ITIL, Mac, and Microsoft certifications are a plus.
  
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  Proficiency with the support of Microsoft Office365, Adobe Creative Cloud Suite, and other productivity software. Collaboration software such as Zoom, and MS Teams. Power Automate, Power BI, and SharePoint.
  
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  A strong understanding of the fundamentals of Local Area Networks and networking protocols (e.g., TCP/IP) and experience with LAN/WAN management is needed.
  
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  Familiarity with service desk applications and/or incident management environments/ITIL methodology is desired.
  
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  Organizational capabilities and exceptional interpersonal skills, both written and verbal, are required.
  
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  A flexible schedule is a must to ensure essential services are provided to personnel in Boston and our Global campuses. The IT Support Specialist may be required to work outside the regular working hours and on some university holidays to meet the demands of the position.
  

Key Responsibilities & Accountabilities:

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  Coordinate Technology Equipment Management: Efficiently oversee the setup, maintenance, and tracking of all technology equipment within the D’Amore McKim School of Business.
  
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  Manage Network Printers and Equipment: Take charge of faculty and staff network printers on campus, including the management of warranties, updates, upgrades, and supplies, including leased MFDs (Multifunction Devices). Ensure comprehensive documentation of all completed work in appropriate call-tracking and incident management systems, encompassing detailed descriptions of issues, thorough troubleshooting steps, customer communications, equipment asset data, and resolution descriptions.
  
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  Support Audio-Visual Equipment: Provide expert troubleshooting support for all audio-visual equipment, including video conferencing and audio-conferencing room systems, projectors, digital screens, and related devices. Regularly inspect equipment in conference rooms under the purview of the D’Amore McKim School of Business, ensuring their readiness for scheduled meetings and conferences.
  
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  Event and Conference Planning: Strategically plan and oversee in-person and hybrid events and conferences across the Boston campus. Ensure customers have the necessary technology setups and support for seamless event execution, including streaming and recording when needed. Collaborate closely with the central ITS group for streamlined coordination.
  
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  Classroom Technology Support: Provide valuable classroom support by assisting faculty with their technology needs. Create tickets for technology issues in classrooms and diligently follow up with the respective group for prompt resolution.
  
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  Technical Troubleshooting: Assume the role of the primary technical troubleshooter for all computer-related problems, promptly addressing issues to support faculty, staff, and other partners within the D’Amore McKim School of Business. Offer expertise in handling 1st and 2nd tier hardware and software requirements.
  
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  Mentorship and Guidance: Offer mentorship and guidance to IT Support students, aiding them in enhancing their organizational skills and job performance.
  
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  Documenting Work and Policy Development: Maintain comprehensive documentation of all completed tasks within the appropriate incident management systems. Contribute to the development and documentation of team policies.
  
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  Technology Evaluation and Implementation: Collaborate with the IT manager in evaluating, consulting on, participating in, and implementing technology initiatives. This entails crafting proposals, executing technology rollouts, and creating comprehensive training plans for both end-users and the IT team.
  

Documents to Submit:

• 
  Resume
  
• 
  Cover Letter
  

Position Type:

Information Technology

Additional Information:

Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.  

Northeastern has a comprehensive benefits package for benefit eligible employees. This includes medical, vision, dental, paid time off, tuition assistance, wellness & life, retirement- as well as commuting & transportation. Visit https://hr.northeastern.edu/benefits/ for more information.  

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff.  Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion. 

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other  characteristic protected by applicable law.

To learn more about Northeastern University’s commitment and support of diversity and inclusion, please see www.northeastern.edu/diversity .

Position Type

Information Technology

Additional Information

Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.  

Northeastern has a comprehensive benefits package for benefit eligible employees. This includes medical, vision, dental, paid time off, tuition assistance, wellness & life, retirement- as well as commuting & transportation. Visit https://hr.northeastern.edu/benefits/ for more information.  

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff.  Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion. 

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other  characteristic protected by applicable law.

To learn more about Northeastern University’s commitment and support of diversity and inclusion, please see www.northeastern.edu/diversity .