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Service Desk Analyst


Apply now Job no: 508066
Position Type: Staff
Location: Boston Main Campus
Categories: Khoury College of Computer Sciences

About Northeastern:

Founded in 1898, Northeastern is a global research university and the recognized leader in experience-driven lifelong learning. Our world-renowned experiential approach empowers our students, faculty, alumni, and partners to create impact far beyond the confines of discipline, degree, and campus.

Our locations—in Boston; Charlotte, North Carolina; London; Portland, Maine; San Francisco; Seattle; Silicon Valley; Toronto; Vancouver; and the Massachusetts communities of Burlington and Nahant—are nodes in our growing global university system. Through this network, we expand opportunities for flexible, student-centered learning and collaborative, solutions-focused research.

Northeastern’s comprehensive array of undergraduate and graduate programs— in a variety of on-campus and online formats—lead to degrees through the doctorate in nine colleges and schools. Among these, we offer more than 195 multi-discipline majors and degrees designed to prepare students for purposeful lives and careers.

About the Opportunity:

This position is part of the Khoury College of Computer Sciences (Khoury) Systems Group, a team of five individuals that take great pride in creating and administering the state-of-the-art computing and networking infrastructure crucial to our College's success. Our College's infrastructure supports a 3000+ user population including faculty, staff and students. Our computing environment is optimized for the teaching and research needs of the College and as a result we run many of our own core services that must integrate well with the resources provided and supported by Information Technology Services. It is common for us to be in the vanguard of new technology at Northeastern University.   

Responsibilities:

The College is growing with regard to faculty, staff, students and space allocation.  We will soon have faculty and staff in four buildings on the Boston Campus and are expanding campuses globally.  The Service Desk Analyst will provide Faculty, Staff, and Students within Khoury community with hardware, software, and account support for Khoury systems and services. Reporting to the Director of IT this person will act as the primary support provider for the Khoury Systems group by creating, prioritizing, and escalating complex support requests through in-person, phone, and email requests from our users in the Service Now platform and working with both ITS service desk and tier 3 engineers to quickly provide high quality solutions to IT problems.

Additionally, this person will:  

Provide detailed documentation of all implementations, changes, and solutions resulting from desktop and application support activities

Take a proactive approach to providing immediate and long-term solutions to issues and anomalies

Facilitate onboarding and training new staff/faculty, including contributing to documentation, tutorials, and creation of knowledge articles on how to access and utilize university and Khoury resources. 

Create, update, and maintain Khoury knowledge articles in ServiceNow  

Provision machines using automated processes delivered by the Linux and Windows administration groups

Oversee the Khoury student workforce, including Lab Admins and Lab Proctors

Develop and contribute to tools to automate complex system administration tasks utilizing advanced scripting tools like PowerShell, Shell Scripting, and Python

Maintain the inventory and asset distribution of Khoury equipment 

Utilize Mobile Device Management tools to administer laptop, tablet, and VR headset devices through creation of MDM Policies and configuration management

Maintain the Systems Suite environment to project a professional and organized group 

Provide assistance to staff and faculty in remote campuses through telephone and remote support tools

Proactively problem solve and develop innovative solutions and processes for the advanced support needs of Khoury faculty and students

Qualifications:

Basic understanding of troubleshooting and repair of hardware, software, and operating systems on the Windows, Mac, and Linux platforms.  Experience in a scripting language such as PowerShell, Batch, Bash, Python, or Ruby  B.A./B.S. or equivalent experience preferred. Two to five years of experience in an academic setting preferred. Must have a technical skill set and appropriate training/education to install, troubleshoot and resolve computing service calls, good working knowledge of Windows, Mac, and Linux operating systems and software. Solid understanding of networking fundamentals. Excellent customer service skills and the ability to work with faculty and staff in a highly adaptive environment. To ensure that essential services are provided to the university community, the employee will be required to work outside their regular working hours as needed. Must be able to lift approximately 35 pounds (computers, monitors).    All efforts in this job must exemplify the best practices of an ITIL-based customer service group as the support process continues to evolve. Candidate must have proven problem solving and technical skills, a “can do” attitude, as well as the ability to work through challenging situations. In addition, a strong candidate shows a demonstrated initiative to research new technologies and the ability to interact with customers. The candidate must also show a willingness to continue their professional growth and development as technology changes. A strong candidate will have excellent written and oral communication skills and the ability to work on multiple concurrent projects while maintaining the highest level of customer support.

 

Salary Grade:

11

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff.  Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion. 

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other  characteristic protected by applicable law.

To learn more about Northeastern University’s commitment and support of diversity and inclusion, please see www.northeastern.edu/diversity.

 

Advertised: Eastern Daylight Time
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