Client IT Support Technician

Provide in-person IT support on a university campus, combining customer support, troubleshooting, documentation, and hands-on training.

Responsibilities

• Deliver face-to-face technical support on campus for faculty, staff, and students
• Diagnose and troubleshoot hardware, software, connectivity, and account access issues
• Perform device diagnostics, maintenance, and repairs for university-owned equipment
• Support device and system setup by assisting with configuration of devices, applications, and university systems
• Advise clients on university technology resources and services
• Record interactions in tracking and incident management systems
• Escalate complex problems to Client Support Leads or specialized technical teams
• Coordinate with other ITS departments to drive issue resolution
• Follow up with clients to confirm satisfaction and issue resolution
• Maintain and improve support knowledge by updating knowledge base articles and common solutions
• Create self-help resources and user guides for clients
• Identify recurring issues and recommend process improvements
• Contribute to ongoing technical documentation maintenance
• Catalog and track technology equipment in Asset Management systems
• Run one-on-one and small group training on university technologies
• Build relationships with the university community to support technology adoption
• Promote Tech Bar services and self-service resources
• Participate in technology outreach events and initiatives
• Stay current on emerging technologies and best practices
• Participate in training to maintain and enhance technical skills
• Collaborate with team members to share knowledge and expertise
• Support a positive, customer-focused and team-oriented environment
• Respond to security incidents and handle critical operational needs, including software deployments and resolution of software issues or system breaks
• Provide occasional availability outside traditional working hours for urgent business continuity needs to minimize disruption
• Perform duties outside primary responsibilities as needed to support evolving business needs, including assisting cross-functional teams and contributing to initiatives that support growth and success
• Coordinate and/or assist to ensure smooth operations across the organization

Work Profile

• In-Person Technical Support: 65%
• Knowledge Management and Face-to-face Process Improvement: 20%
• In-person Technology Training and Outreach: 10%
• Professional Development and Collaboration: 5%

24/7 Business Continuity

• Role requires occasional availability beyond traditional working hours for urgent business needs
• May include responding to security incidents, supporting software deployments, resolving software issues or system breaks, and addressing other critical operational requirements
• Proactive, adaptable response expected to minimize disruption regardless of time or day

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience
• 1+ years of experience in technical support, customer service, or related roles
• Experience supporting multiple operating systems including Windows, macOS, and mobile OS
• Strong understanding of modern technology platforms and applications
• Excellent interpersonal and communication skills with a customer-first mindset
• Demonstrated problem-solving and analytical skills
• Ability to work in a fast-paced environment and adapt to changing priorities
• Experience documenting technical solutions and updating knowledge bases
• Ability to work on campus 5 days/week
• Ability to stand upright for up to 4 hours at a time
• Ability to maneuver under desks and in tight spaces as needed
• Ability to lift up to 20 lbs
• Ability to travel between multiple locations on campus

Technologies

• Windows
• macOS
• Mobile OS
• M365
• Teams
• SharePoint
• OneDrive
• ITIL
• ServiceNow
• Apple
• Dell
• HP
• Tech Bar

Preferred Qualifications

• Experience in higher education IT environments
• Experience in a retail-style technical support environment
• Knowledge of M365, including Teams, SharePoint, and OneDrive
• ITIL foundation certification
• Hardware certifications (Apple, Dell, HP)
• Experience with service management platforms (ServiceNow)

Benefits

• Medical benefits, including vision and dental
• Paid holidays, sick days, and personal days
• Enjoyable and dynamic company culture
• Training and professional development opportunities

Compensation & Location

• Location: Boston, MA (onsite)
• Pay type: Hourly
• Hourly rate: $29.72/hr to $35.10/hr