Information Technology, Support Engineer, Field Service

Location
Massachusetts, United States
Posted
25 Sep 2019
End of advertisement period
25 Nov 2019
Ref
18037
Contract Type
Permanent
Hours
Full Time

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 ENGINEER, FIELD SERVICE, Information Systems and Technology (IS&T), to work directly with customers over the telephone, via email, and/or in person to resolve incidents or problems.  Will repair platforms’ software and hardware problems by resolving incidents, log tickets in the tracking system to document service requests/incidents, and manage the help desk ticket queue.  Responsibilities include providing data to IT logistics specialists to maintain the asset inventory; coordinating the deployment of new or upgraded images, software, and hardware; serving as first point of contact and day-to-day technical support to end users; diagnosing and resolving issues or collaborating with appropriate IT teams to resolve problems; maintaining performance metrics; identifying recurring problems and notifying team members; participating in continuous improvement activities and proposing solutions to enhance processes; conducting testing; documenting problems and resolutions in tracking log and responding to frequently asked questions; and performing additional duties as requested.  May guide the work of or train others. 

A full description is available at https://bit.ly/2n04rQH.  

Job Requirements

REQUIRED: a high school diploma or its equivalent; at least four years’ related experience; demonstrated working knowledge of basic hardware and software products and problem solving/diagnostic skills; ability to review for non-conformity and gather further information in response to routine problems; customer service and oral and written communication skills; and attention to detail when working on defined routine tasks.  Must be able to respond to clients’ requests for assistance with day-to-day needs, work in a team-oriented setting, support team decisions, assist team members, and share work to meet goals and deadlines. A bachelor's degree in computer science, information systems, or related field is preferred.   Job #18037-6

MIT will conduct a criminal background check on the finalist.

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.