Senior Technology Support Specialist

Job Description:

The Senior Technology Support Specialist will use their IT expertise and polished customer service skills to provide in-person and remote support to senior leadership at the Institution, including the president, vice presidents, and trustees. Support encompasses the selection, use, and troubleshooting of software, hardware, and cloud based services. The Senior Technology Support Specialist will also work in conjunction with other members of the Technology Training and Support department to provide a broad range of end user IT services.

DUTIES AND RESPONSIBILITIES: 

• Build strong working relationships with colleagues and senior leadership, and foster a culture focused on serving customer needs
• Perform advanced computer software, hardware and other IT service troubleshooting and consultation. Provide in person support and remote support when necessary. 
• Follow best practice ITSM incident and service request management practices to log and track progress on client support requests.  Effectively and consistently document, triage, resolve, assign and follow-up on support tickets.
• Maintain ownership of tickets assigned until resolution. This includes escalating service requests to appropriate groups when necessary and  providing timely client communication according to documented policy.
• Meet regularly with department contacts to gain in-depth understanding of their business and computing needs. Assist departments in technology purchases, decisions, and changes
• Act as escalation point for Support Consultants, Support Analysts, and Service Desk student and temporary staff for all support calls.
• Regularly contribute to the knowledge base following prescribed guidelines and work to ensure accurate content.
• Assist in Service Desk phone coverage when needed or as assigned
• Contribute to cross training efforts on a variety of technologies and services to help improve the overall support capabilities and versatility of the department. 
• Work closely with the Hardware Services Department, coordinating hardware distribution, diagnosis, repair and inventory.
• Promote IT training offerings to senior leadership and support staff. Actively advise and communicate changes to the Berklee computing environment and its impact on clients.
• Perform a lead role or act as individual contributor on special projects as assigned.
• Assume a lead role in one or more key service areas as required by the Technology Support Department. 
• Stay up-to-date with technology pertaining to this position and maintain any required certifications.
• Participate in required training for both technical and interpersonal skills.
• Promote a positive and professional work environment
• Seek out client feedback
• Other duties as assigned

MINIMUM JOB QUALIFICATIONS: 

• 5 – 7 years of experience in the direct delivery of IT support, ideally with experience supporting executive level clients
• Bachelor’s degree in CS, MIS, or related field
• Experience with configuring, installation and troubleshooting of Mac OS X 10.10 and above, Windows 10 and above, Microsoft Office Suite.
• Experience troubleshooting peripherals (printers, scanners, etc.) and mobile devices (tablets, phones).
• Demonstrated specialized knowledge of Macintosh and Windows operating systems as well as Apple and PC hardware. An advanced knowledge of administrative software associated with these systems.
• Deep experience supporting web based productivity suites (Google Workspace, MS Office/365)
• Experience troubleshooting wired and wireless networking, VPN technology, and demonstrated knowledge of network topology
• Experience supporting virtual computing environments (VDAs and VDIs)
• Experience using remote desktop management tools such as Casper. 
• Experience managing users and groups in Active Directory

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED: 

• Exemplary verbal and written communication skills. Demonstrated ability to translate technical instructions into easily understood steps to a diverse client base.
• Exemplary technical, analytical, and problem solving skills.
• Exemplary interpersonal skills in dealing with a wide range of clients with varying levels of computer familiarity.
• Exemplary organizational and time management skills, including the ability to multitask, prioritize, and independently manage a changing workload and schedule.
• Ability to work with a sense of urgency.
• Ability to learn existing and emerging computer technologies quickly.

KNOWLEDGE, SKILLS, AND ABILITIES DESIRED:

• Apple Certified Support Professional.
• ITIL Foundations certification.
• Network + certification.
• A+ certification.
• HDI Certification(s) -  Desktop Support Technician, Knowledge Centered Support Foundations/Principles.
• Understanding of audio software and plugins, understanding of digital audio hardware 
• Understanding of software synthesizers and plugins, understanding of MIDI technologies and hardware.
• This position may provide an opportunity for limited remote work.
   

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

 

Diversity, Equity, Inclusion & Equal Employment Opportunity at Berklee : 

We support an inclusive workplace where everyone excels based on personal merit, qualifications, experience, ability, and job performance.  Berklee affirms that inequality is detrimental to our faculty, staff, students, and the communities we serve. Our goal is to make lasting change through our actions. Berklee is committed to providing fair and equitable consideration of all employees and applicants without regard to race, color, religion, ancestry, age, national origin, place of birth, gender, sexual orientation, gender identity or expression, disability, genetic information, or status as a member of the armed forces or veteran of the armed forces, or any other category protected by federal, state, or local law.

As part of this commitment, Berklee will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Team at [email protected] or call 617-747-2375.

Berklee is committed to increasing the diversity of our institution, community, and the curriculum. Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area.

*Currently enrolled Berklee students are not permitted to apply for staff or faculty positions.*

Employee Type:
Staff