Desktop Systems Specialist - Entry Level

Brandeis University is delighted to announce a career opportunity as the Desktop Systems Specialist- Entry Level in the IT Department. At Brandeis, we offer a competitive benefits and compensation package which includes medical, dental and life insurances. If you are looking to advance your career through educational opportunities, Brandeis offers tuition assistance for employees, dependents and spouses. Our 403b retirement savings plan includes a generous match.

The Desktop Systems Specialist- Entry Level will be responsible for providing a range of technical services to Brandeis University community members in person, on the phone, via remote diagnostics, and through written

communications. The Specialist recommends processes for desktop support functions based on community needs, communicates actions to

appropriate ITS staff through proper channels, and documents all work in an efficient, easily understandable manner.

Key Responsibilities:

Help Desk Support 65%

• Analyzes and resolves a diverse range of technical service requests and problems.

• Collaborates with University faculty, staff, and students to resolve technical problems.

• Advises customers with technical solutions for achieving academic and administrative goals.

• Provides desktop support service to Brandeis faculty and staff.

• Communicates technical concepts to non-technical clients with excellent written and oral communication skills.

• Documents all related activities in appropriate ticketing system, knowledge base, wiki or other communication channels.

On site and/or remote hardware services, and related processes 15%

• Introduction to: activities related to providing hardware technical services, including hardware diagnostics, troubleshooting, and

• resolution steps for university computers, printers, mobile devices and other emerging technology. This includes site visits, remote

• diagnostics and client services counter area.

• articipation in deployment as required for the university computer refresh program.

• Documentation of all related activities in appropriate ticketing system, knowledge base, wiki or other communication channels.

Software management and services, and related processes 15%

• Introduction to: maintenance, and testing of computer images, software and applications for University owned and other affiliated

• devices. This includes site visits, remote diagnostics and client services counter area.

• Documentation of all related activities in appropriate ticketing system, knowledge base and wiki.

Other duties as required 5%

This is an on-site position at our Waltham, MA campus.

Requirements:

• Bachelor's degree/equivalent required - experience can be substituted for education

• Apple OS X or Microsoft certifications, attainment desired

• Ability to thoughtfully collaborate with University faculty, staff, and students with varying levels of technical knowledge and

• abilities to support academic and administrative institutional goals

• Must be able to effectively communicate with customers in writing and in person

• Demonstrated ability to diagnose complex computer problems

• Familiarity with networking concepts and server side functions

• Basic knowledge of desktop and laptop hardware repair

• Strong customer service skills, attention to detail, organization and problem-solving skills

• Must protect and respect confidential information

• Physical Requirement: Requires ability to lift 30 pounds and travel to offices across the University campus.

Equal Opportunity Statement

Brandeis University is an equal opportunity employer which does not discriminate against any applicant or employee on the basis of race, color, ancestry, religious creed, gender identity and expression, national or ethnic origin, sex, sexual orientation, pregnancy, age, genetic information, disability, caste, military or veteran status or any other category protected by law (also known as membership in a "protected class")