As a member of the IT Help Center and the Desktop Services team, Desktop Services Lead provides service in the areas of Desktop Support and Desktop Application Support. This is done through desk side support with employees either embedded in support locations or dispatched when needed, asset check-in support to all BU clients (students, faculty, and staff), specialized one-on-one support consultations with faculty and staff, on-site hardware support to BU Departments, the use of imaging and remote management tools, and asset management.
The Desktop Services Lead supervises junior staff by directing work, assigning tickets, and monitoring and evaluating performance. The Desktop Services Specialist Lead provides Level 2 & 3 technical support and troubleshooting on a variety of subjects, such as software (including operating systems, desktop business applications, and various specialized applications), hardware, peripherals, and network connectivity to the BU community.
The Desktop Services Lead supports mobile devices, including but not limited to BlackBerrys, iPhones, and other ActiveSync devices.
Requires: B.A./B.S. and extensive knowledge of the following: Macintosh OS X Lion and below, Microsoft Windows 9X and above, Microsoft Office 2010 and below, various X Windows clients, FileMaker, various anti-virus products, Internet and Web applications, file administration, network connectivity issues, TCP/IP troubleshooting and other Ethernet/Remote Access issues.
Ability to follow procedures and keep accurate records of incidents and requests while working in the field. Demonstrate patience when problem-solving complex technical issues, over the phone and in person with diverse customers.
Ability to learn and support new applications quickly and must be comfortable with resolving advanced telephone and network-related issues.
Supervisory experience preferred.
Strong communication, interpersonal, organizational and customer service skills, ability to interact with all levels of an organization in a professional, diplomatic and tactful manner, ability to work productively in cross-functional teams or resourcefully and independently as an individual and five to eight years of related experience.
Please note, this position is available only to current Boston University employees involved in the Desktop Support Initiative. Interested employees should submit their application by Friday, March 22, 2013.
Boston University - 16 months ago