• Functional Area: Information Technology
• Department: Information Systems & Technology
• School Area: VP for Info Systems & Technology
• Employment Type: Full-Time
• Employment Category: Exempt
• Visa Sponsorship Available: No

Working at MIT offers opportunities, an environment, a culture – and benefits – that just aren’t found together anywhere else. If you’re curious, motivated, want to be part of a unique community, and help shape the future – then take a look at this opportunity.

IT SUPPORT SPECIALIST, Information Systems and Technology (IS&T), to be responsible for a range of applications, services, and solutions that support both customers and IS&T. Will provide technical support to a diverse customer base of technical and non-technical end-users through a variety of channels, while bolstering a wide range of technology and services; increase customer satisfaction, deepen client relationships, engage with partner teams, and effectively manage expectations; and provide maintenance and guidance for moderately complex client products. Responsibilities also include managing complex projects/work of varying scope/impact; taking ownership of user problems/issues, following up on and continuously communicating status updates for users; diagnosing and resolving complex end-user issues, individually or with partner teams; protecting client data; building relationships with users to identify technical business needs and recommend solutions/best practices; administering on-prem and SaaS offerings as available; reviewing trends in ticketing systems to identify recurrent problems/incidents and finding solutions; training/coaching coworkers and customers on new/existing functionality/services; documenting processes/policies/procedures; and monitoring metrics. May also work with vendors to coordinate support processes and perform other duties as requested. 

A full description is available at https://www.dropbox.com/s/7atvrg1sso7n3dp/MIT%20IT%20Support%20Specialist%20I%20Job%20Description%20-%20Escalations%2009.17.19.docx?dl=0

Job Requirements

REQUIRED: high school diploma or its equivalent (bachelor's degree preferred); at least four years’ relevant experience; experience supporting Mac, Windows, iOS, and Android platforms; experience supporting the diagnosis and resolution of problems across software, hardware, and managed service lines; ability to learn and understand customized software solutions to provide advanced support; experience with IT ticketing platforms (preferably ServiceNow); and strong oral and written communication skills. Experience with Linux (e.g., Ubuntu, Solaris, etc.) and ITIL and Agile practices and methodologies preferred, as is experience in higher education. Job #18007-6

Salary Range: $60,000 - $67,000

MIT is an equal employment opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.