"Desktop Systems Specialist - Entry Level"

Brandeis University is delighted to announce a career opportunity as the Desktop Systems Specialist - Entry Level in the IT Department. At Brandeis, we offer a competitive benefits and compensation package which includes medical, dental and life insurances. If you are looking to advance your career through educational opportunities, Brandeis offers tuition assistance for employees, dependents and spouses. Our 403b retirement savings plan includes a generous match.

The Desktop Systems Specialist - Entry Level will be responsible for providing a range of technical services to Brandeis University community members in person, on the phone, via remote diagnostics, and through written communications. The Specialist recommends processes for desktop support functions based on community needs, communicates actions to appropriate ITS staff through proper channels, and documents all work in an efficient, easily understandable manner.

This is an on-site role based at our Waltham, MA campus.

Key Responsibilities:

• Help Desk Support 65%: Analyzes and resolves a diverse range of technical service requests and problems. Collaborates with University faculty, staff, and students to resolve technical problems. Advises customers with technical solutions for achieving academic and administrative goals. Provides desktop support service to Brandeis faculty and staff. Communicates technical concepts to non-technical clients with excellent written and oral communication skills. Documents all related activities in appropriate ticketing system, knowledge base, wiki or other communication channels.
• On site and/or remote hardware services, and related processes 15%: Introduction to: activities related to providing hardware technical services, including hardware diagnostics, troubleshooting, and resolution steps for university computers, printers, mobile devices and other emerging technology. This includes site visits, remote diagnostics and client services counter area. Participation in deployment as required for the university computer refresh program. Documentation of all related activities in appropriate ticketing system, knowledge base, wiki or other communication channels.
• Software management and services, and related processes 15%: Introduction to: maintenance, and testing of computer images, software and applications for University owned and other affiliated devices. This includes site visits, remote diagnostics and client services counter area. Documentation of all related activities in appropriate ticketing system, knowledge base and wiki.
• Other duties as required 5%: This is an on-site position at our Waltham, MA campus.

Requirements:

• Bachelor's degree/equivalent required - experience can be substituted for education
• Apple OS X or Microsoft certifications, attainment desired
• Ability to thoughtfully collaborate with University faculty, staff, and students with varying levels of technical knowledge and abilities to support academic and administrative institutional goals
• Must be able to effectively communicate with customers in writing and in person
• Demonstrated ability to diagnose complex computer problems
• Familiarity with networking concepts and server side functions
• Basic knowledge of desktop and laptop hardware repair
• Strong customer service skills, attention to detail, organization and problem-solving skills
• Must protect and respect confidential information
• Physical Requirement: Requires ability to lift 30 pounds and travel to offices across the University campus.

About Brandeis University: As a medium-sized private research university with global reach, we are dedicated to first-rate undergraduate education while making groundbreaking discoveries. Four major academic units with 3,600 undergraduates and 2,050 graduate students comprise the University: the College of Arts and Sciences, the Heller School for Social Policy and Management, the International Business School, and the Rabb School of Continuing Studies. In 1985, Brandeis was elected to membership in the prestigious Association of American Universities (AAU), which represents the 62 leading research universities in the United States and Canada. Brandeis has been ranked among the top 35 national universities by U.S. News & World Report every year since the rankings’ inception. Our 235-acre campus is located in the suburbs of Boston, a global hub for higher education and innovation. Our faculty are leaders in their fields, as passionate about teaching and mentorship as they are about pushing the boundaries of knowledge. Our students are motivated, compassionate, curious and open to exploring new and challenging experiences. Brandeis was founded in 1948 as a nonsectarian university under the sponsorship of the American Jewish community to embody its highest ethical and cultural values and to express its gratitude to the United States through the traditional Jewish commitment to education. By being a nonsectarian university that welcomes students, teachers and staff of every nationality, religion and orientation, Brandeis renews the American heritage of cultural diversity, equal access to opportunity and freedom of expression.