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Job Title: Help Desk Specialist
Company Name: Boston College
Location: , MA US
Position Type: Full Time
Post Date: 09/12/2018
Expire Date: 11/16/2018
Job Categories: Computers, Software, Customer Service and Call Center, Education and Library, Information Technology, Internet/E-Commerce, Law Enforcement, and Security, Collegiate Faculty, Staff, Administration, Research & Development, Web Technology
Job Description
Help Desk Specialist
Boston College Introduction

Founded in 1863, Boston College is a Jesuit, Catholic university located six miles from downtown Boston with an enrollment of 9,150 full-time undergraduates and 4,420 graduate and professional students. Ranked 31 among national universities, Boston College has 758 full-time and 1,096 FTE faculty, 2,750 non-faculty employees, an operating budget of $956 million, and an endowment in excess of $2.2 billion.

Job Description

Help Desk Specialist
This is a developmental position. Title and salary commensurate with relevant experience based on the following titles and hiring ranges:

Associate Help Desk Specialist – salary: 43 – 50K Minimum of six months of experience

Help Desk Specialist – salary: 50 - 55K: Minimum of two years of experience.

Senior Help Desk Specialist – salary: mid 56 to 61K: Minimum of five years of experience and several years of experience mentoring and supervising student staff.

Be the first point of contact for members of the BC Community seeking technology-related assistance! Successful candidates will have a logical and structured approach to troubleshooting and decision making
with an emphasis on superior customer service. Excellent verbal and written communications skills, including the ability to relay technical information in understandable terms to end-users is essential. Ability to be proactive and patient resolving complex issues. Ability to multi-task and work under stress
and time pressures also important.

The Help Desk Specialist works as part of a team that provides technical support via phone, walk-in, web forms, and e-mail for supported applications and IT services. Activities include problem research, identification, resolution, follow-up, routing and escalation as required. Works in close
cooperation with the Boston College user community and other support organizations on campus to resolve issues efficiently and effectively. Actively contributes to team by working collaboratively, identifying opportunities to improve customer satisfaction, and contributing to ITS knowledge base. Requirements

Successful candidates must have:

Bachelor's degree preferred or equivalent education and experience or related technical
certifications.
- Strong active listening, oral and written communication skills.
- A firm understanding of Windows/ Mac OS and applications with a broad range of technical knowledge and creative troubleshooting skills.
- Understanding of computer security best practices for protecting user information and data and experience with Antivirus software and other security procedures.
- Experience with a problem tracking application.
- Experience troubleshooting network connectivity and other data communications.
- Configuration and support of E-mail clients, protocols and systems.
- Experience configuring email/calendar and networking on mobile devices.
- Knowledge of local and network printing.
- Excellent customer service.

- The position may also require additional duties as directed by ITS
management.

Closing Statement

Boston College conducts background checks as part of the hiring process.

Boston College is an Affirmative Action/Equal Opportunity Employer and does not discriminate on the basis of any legally protected category including disability and protected veteran status. To learn more about how BC supports diversity and inclusion throughout the university please visit the Office for Institutional Diversity at http://www.bc.edu/offices/diversity.

In order to be considered an official candidate to Boston College, please apply online at www.bc.edu/bcjobs.

PI104337740

Qualifications & Requirements
Requirements

Successful candidates must have:

Bachelor's degree preferred or equivalent education and experience or related technical
certifications.
- Strong active listening, oral and written communication skills.
- A firm understanding of Windows/ Mac OS and applications with a broad range of technical knowledge and creative troubleshooting skills.
- Understanding of computer security best practices for protecting user information and data and experience with Antivirus software and other security procedures.
- Experience with a problem tracking application.
- Experience troubleshooting network connectivity and other data communications.
- Configuration and support of E-mail clients, protocols and systems.
- Experience configuring email/calendar and networking on mobile devices.
- Knowledge of local and network printing.
- Excellent customer service.

- The position may also require additional duties as directed by ITS
management.

Closing Statement

Boston College conducts background checks as part of the hiring process.

Boston College is an Affirmative Action/Equal Opportunity Employer and does not discriminate on the basis of any legally protected category including disability and protected veteran status. To learn more about how BC supports diversity and inclusion throughout the university please visit the Office for Institutional Diversity at http://www.bc.edu/offices/diversity.

In order to be considered an official candidate to Boston College, please apply online at www.bc.edu/bcjobs.

PI104337740

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Contact Information
Contact Name:
Company Name: Boston College
Phone Number:
Fax Number:
Contact Email:
Website:https://bc.csod.com/ats/careersite/JobDetails.aspx?id=2295&Source=HBCUConnect
Company Description:

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