Technical Support Specialist - ITS

Staff Non-exempt Boston, Massachusetts


Summary of Position

Under the direction of the Director of Technical Support Services, responds to and resolves a wide range of technical issues by demonstrating sound judgment, and using an understanding of systems, software and basic IT procedures and protocol.  


Primary/Principal Responsibilities
  • Responds to end users and resolves computer hardware and/or software problems in a timely and professional manner by diagnosing and troubleshooting software, network connections/devices, and hardware failures. Specialists create or are assigned incidents or requests using ITS (Service Now) ticketing system.   May involve own research to resolve or escalate to a Senior Specialist.  Documents procedures and solutions in the Service Now knowledge base.  Follows-up with end users to ensure incidents are resolved and recorded in ticketing system.
  • Provides both in-person and remote support.
  • Provide support during system failures and IT security emergencies by disabling access or a variety of solutions to address the incident.
  • Resets end user passwords to all University systems (Duo mobile, Active Directory, Suffolk email, Colleague, ect.) following ITS protocol.
  • Provides service desk coverage by responding to phone calls, answering the service desk email and managing walk-in incident reporting or requests.
  • Provides support during student related academic year events such as orientation, move in day, placement, mid-term and final exams. Also provides support to faculty to ensure equipment and software needs for courses are met and classrooms are equipped.
  • Image, configure and deploy computer hardware.
  • Runs software updates and patches.
  • Takes obsolete equipment out of service and record asset disposal using established systems.
  • Ensures department has accurate and complete information regarding computer hardware inventory by using template to update inventory.
  • Creates Technical articles for Service Now Knowledgebase
  • Support the IT department’s initiatives by participating in team projects that enhance the quality or efficiency of the Tech Support Team.
  • Support other duties as assigned.


  • Two to four years of experience or Bachelor’s degree in computer science or related field in lieu of experience.
  • Strong computer skills and systems knowledge including MS Windows, MAC OS, Email, Web Browsers and Microsoft Office (Word, Excel Outlook), imaging, and antivirus applications is required.
  • Excellent written and oral communication skills.
  • Must be committed to providing the highest level of customer service and responsiveness. 
  • Demonstrated experience working in a high volume, deadline oriented customer focused environment.
  • Proven ability to work independently and as part of a team. 
  • Ability to act as mentor to Level 1 IT support team.
  • Must be creative and proactive.   Must have ability to manage multiple projects simultaneously and handle difficult, stressful situations.
  • Must be able to lift, bend and move computer and printer equipment.
  • Standard hours of this position are 8:45am to 4:45 pm, M-F.  May require flexibility with schedule to meeting department needs.