Client Technology Analyst

Primary Job Title: Client Technology Analyst

Location: Framingham, MA

Onsite Flexibility: Onsite

Contract Details:

• Position Type: Contract
• Pay Rate: $28.00–$30.00 / Hour (USD)
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary: The Client Technology Analyst provides front line technical support to Boston University faculty, staff, and students. This role is responsible for delivering high quality endpoint, application, and account support through multiple service channels, including in person, phone, and ticket based systems. The CTA serves as an initial point of contact for client technology issues and escalates more complex problems as appropriate. This is an entry level role designed to build foundational technical, customer service, and operational skills within CTS.

Key Responsibilities:

Client Support & Service Delivery

• Provide Tier 1 technical support for desktops, laptops, and mobile devices (Windows and macOS)
• Troubleshoot common hardware, operating system, and application issues
• Support Microsoft 365 services (Outlook, Teams, OneDrive, Office applications)
• Assist with account access issues, password resets, and MFA troubleshooting
• Respond to service requests and incidents via ServiceNow in accordance with SLAs

Endpoint & Software Support

• Image, configure, and deploy Windows and macOS systems using standard tools
• Install and configure standard BU supported software and peripherals
• Perform basic diagnostics and remediation for endpoint performance issues
• Assist with hardware setup, replacement, and retirement following asset procedures

Customer Experience & Communication

• Deliver professional, courteous, and responsive client service
• Clearly document issues, troubleshooting steps, and resolutions in ServiceNow
• Communicate status updates and next steps to clients in a timely manner
• Set appropriate expectations and escalate issues when necessary

Operational & Team Support

• Follow department processes, standards, and documentation
• Participate in shift coverage, including walk up or on site support as assigned
• Contribute to knowledge articles and process improvements
• Collaborate with CTS engineers and other IS&T teams when issues require escalation

Project & Initiative Support The Client Technology Analyst may assist with departmental and university wide technology projects under the guidance of senior CTS staff, engineers, or project leads. This work provides exposure to structured IT initiatives while reinforcing core technical and customer service skills. Typical project support activities may include:

• Assisting with endpoint refresh initiatives, including device preparation, deployment scheduling, and user communications
• Supporting telephone system migrations (e.g., VoIP transitions, softphone rollouts, or number porting efforts), including end user device setup and testing, validation of call functionality and voicemail, basic troubleshooting during cutover periods, and assisting with user documentation and training materials
• Participating in campus or departmental technology upgrades affecting faculty, staff, classrooms, or labs
• Supporting software rollout or upgrade projects, including testing, installation, and post deployment support
• Assisting with inventory validation, asset tracking, and documentation related to project activities
• Performing predefined project tasks and checklists as assigned, escalating issues or risks to the project lead as needed

This role is not expected to lead projects independently but will contribute to successful outcomes through reliable execution, documentation, and client focused support.

Required Qualifications:

• Associate's degree or equivalent combination of education and experience
• 0–2 years of experience in IT support, customer service, or a related technical role
• Basic knowledge of Windows and/or macOS operating systems
• Basic knowledge of common productivity tools (Microsoft Office / Microsoft 365)
• Basic knowledge of hardware troubleshooting concepts
• Strong communication and customer service skills
• Ability to work independently and as part of a team

Preferred Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field
• Experience supporting users in a higher education or enterprise environment
• Familiarity with ServiceNow or other ITSM tools
• Familiarity with endpoint management tools (e.g., MECM, Jamf)
• Familiarity with identity and access management concepts
• CompTIA A or similar entry level certification

Benefits:

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

About the Client: Global research and teaching institution with campuses in Boston and programs worldwide.

About GTT: GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-03423

#gttic #gttjobs