Boston University Looking for Lead Client Technology Analyst, Is&t It Help Center Full Time

Job Description

Information Services &
Technology’s (IS&T) Client Technology Services department serves as a liaison between the Boston University community and IS&T, leveraging
technical expertise to assess business needs, advocate for, and implement technology solutions. 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 lead a team that provides technology insight at the operational level of supported departments. They must be able to
articulate how technology will enable BUs operational model. Candidates must have the ability to foster a collaborative environment between
team members and clients in both academic and administrative settings. Individuals will be responsible for leading a team of technicians
while also providing end-to-end technology support to our client communities and building strong relationships and establishing themselves
as the point person in an ever-changing technology driven world. The ideal candidate is one who highly values the client experience, is
resourceful, adaptable, thrives in a team-based structure, and ensures technology works for the client, not the other way around. In return,
we provide an environment that encourages creativity, collaboration, professional and personal growth, open doors, life-long friendships,
and a sense of purpose topped off with a touch of humor.

Responsibilities include:

• Providing
  guidance and mentoring to direct reports
• Identifying adaptive challenges within the department or for supported
  clients and working with leadership team members to provide opportunities for solutions
• Forming trusted relationships
  with clients, colleagues, and team members
• Advocating for client technology needs
• Operating,
  maintaining, troubleshooting and providing expert level support for a wide variety of areas on the Charles River Campus including:
  client/desktop systems administration mobile devices client-server and web-based solutions Participating in multiple service, platform or
  project teams as a subject matter expert, technical lead, client lead and/or project lead/manager
• Focusing on
  consistently providing best in class support through collaboration with our faculty, staff, and researchers to update and improve business
  processes using Information Technology solutions
• Ensuring appropriate security measures are in place and support
  audits to maintain HIPAA-compliant status.

Required Skills

• Bachelor’s Degree and 3-5 years’
  experience in a related technology environment, with 2+ years of management experience.

Technical Expertise:

• Strong experience with diagnosing both Windows and macOS issues required.
• Must be able to
  diagnose software, hardware and basic network issues.
• Preferred experience with Active Directory, group policy, and
  server administration skills including monitoring performance and file permissions.
• An understanding of restricted
  use data is required.
• Should be 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.
• Experience with WordPress and web site content
  management and development.
• Experience with a variety of tools commonly used in a complex enterprise environment
  including but not limited to ticketing, remote assistance, asset management, image and deployment, patching, backup and restore, Endpoint
  protection, and various native and centrally managed encryption solutions required.
• Must be able to lift moderately
  heavy equipment (up to 50 pounds).
• Driver’s license preferred.

Soft Skills:

• Must follow procedures and keep accurate records of incidents and requests while working in the field.
• Strong writing and organizational skills required.
• Demonstrate patience when problem-solving complex technical
  issues, over remotely or in person, with diverse clients.
• Learn and support new technology
  quickly.
• Must possess good interpersonal communication skills.
• Proven customer service skills
  are vital.
• Energetic, self-directed, motivated and professional individual who thrives in a fast-paced, dynamic
  environment. Interact with all levels of an organization in a professional, diplomatic, and tactful manner.
• Work well
  with external vendors.
• Work well with both primary and dotted line reporting.
• Work efficiently
  in multi-functional teams and/or inventively and independently as an individual.
• Must possess the ability to work
  autonomously and retain control in constantly evolving situations.
• Must possess a high level of independent
  decision-making.

Please note all newly  hired staff and faculty, will need to be in compliance with Boston
University’s COVID-19 Vaccination and Booster Requirement within 30 days of
date of hire.  You must upload your vaccine documentation or request a medical or religious exemption (instructions).  For further
information on the University’s response to COVID-19, please visit the Back2BU
site.

We are an equal opportunity employer and all qualified applicants will receive
consideration for employment without regard to race, color, 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.

Position Type
Full-Time/Regular