What are the responsibilities and job description for the SERVICE DESK SPECIALIST I, IS&T IT Help Center position at Boston University?
Category
Charles River Campus --> Professional
Job Location
BOSTON, MA, United States
Tracking Code
26500269760327
Posted Date
3/27/2026
Salary Grade
Grade 46
Expected Hiring Range Minimum
$55,000.00
Expected Hiring Range Maximum
$60,000.00
The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, training and internal pay comparison. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.
Position Type
Full-Time/Regular
We are seeking self-motivated, critical-thinking, hardworking technology professionals to join the ranks of our highly dynamic, diverse team! Individuals will have the opportunity to serve the Boston University community as its primary point of contact, providing first and second level technology support for 200 IS&T provided IT services, while providing a positive experience for our clients. Use enterprise knowledge and technical expertise to assess client needs and address all inquiries with the appropriate action. Individuals will assist clients with a broad range of personal computing applications, general web support, courseware support, account creation and support, and networked applications and resources.
The ideal candidate is one that values the client experience above all, is inventive, adaptable, enjoys a team-based structure, and ensures technology works for the client, not the other way around. They must also be equally comfortable and effective communicating with clients over the phone, in person, and through a ticketing system. Position requires semester-based rotating nights, weekends and/or holiday hours coverage, on campus with periodic opportunities to work from home. In return, we provide an environment that encourages creativity, collaboration, professional and personal growth, career development, open doors, life-long friendships, and a sense of purpose topped off with a touch of humor and frequent laughter. This Service Desk position is in Client Services & Support, a large team (100) within BU's central Information Services & Technology group of about 450. We are the client facing group for all IS&T's services offered to the community.
Required Skills
We promote staff learning including lunch and learn sessions, an extensive library of online courses, Fun Advisory Board (FAB) arranges a number of events throughout the year and opportunities to engage with peers at NERCOMP and EDUCAUSE events. If you require a reasonable accommodation in order to complete the employment application process, please contact the Equal Opportunity Office at 617-353-6474.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We, at IS&T, appreciate each individual's knowledge, experiences and insights which enhance who we are, and as our DEIA knowledge and practice grows, we will ensure that our Mission, Vision, & Practices remain equitable and welcoming to all.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, natural or protective hairstyle, religion, sex, age, national origin, physical or mental disability, sexual orientation, gender identity, genetic information, military service, pregnancy or pregnancy-related condition, or because of marital, parental, or veteran status. We are a VEVRAA Federal Contractor.
Charles River Campus --> Professional
Job Location
BOSTON, MA, United States
Tracking Code
26500269760327
Posted Date
3/27/2026
Salary Grade
Grade 46
Expected Hiring Range Minimum
$55,000.00
Expected Hiring Range Maximum
$60,000.00
The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, training and internal pay comparison. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.
Position Type
Full-Time/Regular
We are seeking self-motivated, critical-thinking, hardworking technology professionals to join the ranks of our highly dynamic, diverse team! Individuals will have the opportunity to serve the Boston University community as its primary point of contact, providing first and second level technology support for 200 IS&T provided IT services, while providing a positive experience for our clients. Use enterprise knowledge and technical expertise to assess client needs and address all inquiries with the appropriate action. Individuals will assist clients with a broad range of personal computing applications, general web support, courseware support, account creation and support, and networked applications and resources.
The ideal candidate is one that values the client experience above all, is inventive, adaptable, enjoys a team-based structure, and ensures technology works for the client, not the other way around. They must also be equally comfortable and effective communicating with clients over the phone, in person, and through a ticketing system. Position requires semester-based rotating nights, weekends and/or holiday hours coverage, on campus with periodic opportunities to work from home. In return, we provide an environment that encourages creativity, collaboration, professional and personal growth, career development, open doors, life-long friendships, and a sense of purpose topped off with a touch of humor and frequent laughter. This Service Desk position is in Client Services & Support, a large team (100) within BU's central Information Services & Technology group of about 450. We are the client facing group for all IS&T's services offered to the community.
Required Skills
- 1-3 years' experience in a related technology environment. Bachelor's Degree in related discipline or equitable experience. Must hold a valid driver's license. Must be able to lift moderately heavy equipment (up to 50 pounds).
- Experience with using and diagnosing both Windows and Mac supported Operating Systems required.
- Must have the ability to troubleshoot software and network issues.
- Experience with WordPress and web site content management and development. An understanding of restricted use data.
- Comfortable with installing, configuring and upgrading Windows and Mac applications, various specialized applications, peripherals, and mobile devices.
- Knowledge of TCP/IP LAN/wireless networking principles and application protocols, i.e. HTTP, HTTPS, SMTP and FTP.
- Must be able to type 40 wpm.
- If you do not meet the following, you are still encouraged to apply; we value employees with a desire to grow.
- Experience with account management, Active Directory, databases, mainframe, and LMS systems including monitoring performance and file permissions.
- Experience with a variety of tools commonly leveraged in a complex enterprise environment such as remote assistance, asset management, image and deployment, patching, backup and restore, virus protection, and various native and centrally managed encryption solutions.
We promote staff learning including lunch and learn sessions, an extensive library of online courses, Fun Advisory Board (FAB) arranges a number of events throughout the year and opportunities to engage with peers at NERCOMP and EDUCAUSE events. If you require a reasonable accommodation in order to complete the employment application process, please contact the Equal Opportunity Office at 617-353-6474.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We, at IS&T, appreciate each individual's knowledge, experiences and insights which enhance who we are, and as our DEIA knowledge and practice grows, we will ensure that our Mission, Vision, & Practices remain equitable and welcoming to all.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, natural or protective hairstyle, religion, sex, age, national origin, physical or mental disability, sexual orientation, gender identity, genetic information, military service, pregnancy or pregnancy-related condition, or because of marital, parental, or veteran status. We are a VEVRAA Federal Contractor.
Salary : $60,000