Information Technology Support Engineer
VIP IT SUPPORT ENGINEER, Information Systems and Technology (IS&T), to use high-level technical proficiency and exceptional communication skills to effectively support and provide in-person, white-glove technical support to executives. Will quickly diagnose and resolve issues related to personal computers, Apple products, mobile devices, printers, video conferencing system, and MIT computing systems. Responsibilities include acting as first point of contact and day-to-day technical support to end users, responding, triaging, and escalating issues as appropriate; deploying new equipment and ensuring smooth transitions; training coworkers and customers on new/existing functionality or services; opening, tracking, and closing request tickets; documenting problems and resolutions; mentoring less experienced staff; and performing other duties as needed. The position is ideal for someone who is customer-focused and continuously works to increase customer satisfaction, deepen client relationships, inform/empower clients, engage with partner teams, and effectively manage expectations to a broad customer-base.
A full job description is available at https://www.dropbox.com/s/nm180kvhewnaae9/MIT%20IT%20Support%20Specialist%20II%20Job%20Description%20-%20VIP%20Help%20Desk%2009.12.18.docx?dl=0.
REQUIRED: at least three years’ relevant experience; a bachelor’s degree in computer science or related field or four years’ relevant experience; experience diagnosing and resolving Mac, Windows, iOS and Android platforms; demonstrated experience with endpoint management services and tools, preferably SCCM, Caspar, Active Directory and/or VMWare platforms; experience with common IT ticketing platforms, preferably ServiceNow; strong customer service and communication skills for effectively supporting specific client needs and providing prompt and attentive service; flexibility; ability to leverage central, local, and third-party resources to ensure the best solution for client needs; and demonstrated diagnostic and problem-solving skills. Experience in a higher education space, providing executive support, and working with video conferencing systems preferred.
Must be able to participate in on-call weekend rotations and 24/7 support as needed.
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.