Technology Support Specialist in Cambridge, Massachusetts at Lesley University

Technology Support Specialist

Cambridge, MA
Full time
JR101589

The Opportunity

Lesley University is seeking a Technology Support Specialist to join the Technology Support Services team. Reporting to the Manager of Technology Support Services, the Specialist provides technical support and assistance to students, faculty, staff, and administrators via phone, video teleconference, email, and chat. This role is responsible for gathering and logging service requests in the ticketing system, defining technical issues, documenting troubleshooting steps, and identifying effective solutions while delivering excellent customer service to the Lesley community.

The Technology Support Specialist provides a broad range of support, including: troubleshooting endpoint devices, managing password and WiFi updates, supporting account access, maintaining classroom instructor workstations, and assisting with print systems, audio/visual equipment, and other supported technologies. In this role, the Specialist also investigates, tests, recommends, and helps integrate new technology solutions for university use; provides virtual technology training; hosts open hours; and presents on technology use.

Working collaboratively with other Technology Support team members, the Specialist develops knowledgebase articles and serves as a resource to the University community regarding endpoint technology solutions. Additional responsibilities include providing dedicated technology support for virtual events and performing maintenance on cloud-based SaaS systems, including system updates and changes.

Qualities and Capabilities

The successful candidate will have:

• An Associates degree in a IT, Computer Science, or a related field OR 1+ years of equivalent professional experience.

• A minimum 1+ years of experience supporting computer lab workstations and print management.

• Experience using a ticketing system.

• Experience using both Windows, macOS, and iOS-based devices (required).

• Outstanding customer service orientation and ability to communicate clearly and effectively to end-users with a wide range of technological skill levels.

• Superior troubleshooting skills, initiative, follow-through, and ability to work as a team member in a fast-paced, service-oriented office are essential.

Why Lesley

Located in the heart of Cambridge, Massachusetts, Lesley University is highly regarded for its graduate and undergraduate programs in the human arts of education, the arts, and applied social sciences. Lesley fosters a highly creative environment in which innovative ideas thrive, theory is integrated with practice and its 6,400 students and 90,000 alumni are empowered to improve and enrich communities.

We offer a competitive benefits package that includes health, dental, life, and long-term disability insurance. In addition, we offer significant paid time off, a generous retirement plan, and tuition programs that enable employees and their dependents to expand their knowledge and skills.

Lesley is committed to the ongoing pursuit of strategic diversity initiatives that help to position diversity, equity, and inclusion as fundamental to institutional and academic excellence at Lesley. In doing so, Lesley strives for a campus culture and community that fosters a true sense of belonging for all, provides opportunity for everyone to participate equally and fully in the Lesley experience, and helps to develop each individual's capacity to confidently and competently engage within and across difference. Given an evolving national context and the rapid change in the demographic profile of our country, the University has made a significant commitment to addressing and enhancing its campus climate and diversity capabilities as an institution.

Expressing Interest

A letter of interest, CV/resume, and a statement addressing past and/or potential contributions to diversity, equity, and inclusion through teaching, professional activity, and/or service must be included for full consideration.

At Lesley University we strive for a supportive and equitable environment where people -- regardless of race, ethnicity, color, sex, physical ability, religion, national origin or ancestry, age, neurodiversity, sexual orientation, gender identity or expression, genetic information, veteran or military status, membership in uniformed services, and all other categories protected by applicable state and federal laws -- can participate equally and fully as their true selves in all aspects of university life. Accordingly, the University prohibits discrimination based on these protected categories in any education program or activity that it operates, including in admission and in employment. We are committed to diversity, equity, and inclusion throughout the fabric of our institution. Individuals may submit concerns or questions related to discrimination to the University's Director of Equal Opportunity. Please visit the Office of Equal Opportunity's webpage for the University's entire notice of nondiscrimination and for additional information.

Base Pay Range: $25.95 - $29.49 hourly