Desktop Systems Specialist

Brandeis University is delighted to announce a career opportunity for a Desktop Systems Specialist. If you are looking for an opportunity to work at a beautiful university campus with lots of perks including free parking and access to a top-of-the-line athletic facility, look no further! At Brandeis, we offer competitive benefits and compensation package which include medical, dental and life insurance. If you hope to advance your career through educational opportunities, Brandeis offers tuition benefits for employees, dependents and spouses. Our 403b retirement savings plan includes a generous match.

The Desktop Systems Specialist is 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.

Core Responsibilities:

Help Desk Support 45%

• 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 25%

• Performs all 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.

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

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

Software management and services, and related processes 25%

• Participates in development, 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.

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

Other duties as required 5%

Physical/Environmental Demands

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

Job Requirements:

• Bachelor’s degree/equivalent required plus 3-5 years of related

• Certificate Apple OS X, HDI, or Microsoft certifications desired – Preferred

• 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.

Closing Statement

Brandeis University is committed to providing its students, faculty and staff with an environment conducive to learning and working and where all people are treated with respect and dignity. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, ethnicity, caste, sex, pregnancy, sexual orientation, gender identity/expression, including transgender identity, religion, disability, age, genetics, active military or veteran status and any other characteristics protected under applicable federal or Massachusetts law.