Desktop Support

Desktop Support

Location

Boston, MA

Onsite Flexibility

Onsite

Contract Details

• Position Type: Contract
• Contract Duration: 9 months
• Pay Rate: $25.00–$28.00 / 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

Serve on multiple service, platform, or project teams in a variety of roles such as Subject Matter Expert or Technical Lead, in support of established and emerging educational technology systems and services. Act as an Application Administrator or Backup for a service. Responsible to advise management on emerging technology set ups, testing and verification of the solutions and new installations. Operate, install, maintain, repair, troubleshoot and provide advanced level support for a wide variety of established and emerging media, computer and classroom technology systems and services on the Charles River Campus. Focus on consistently providing best in class support to the technology client community of faculty, staff and students, in the classroom and in support of all University meetings and events. This position may entail working occasional and/or scheduled evening, weekend and/or holiday hours and being on call, as needed.

Key Responsibilities

• Participate in IS&T or operational projects that focus on lecture capture, video streaming, digital signage, or other emerging technologies, including building projects that include client furnished equipment, filling a variety of roles such as Subject Matter Expert, Technical Lead, or Client Lead.
• Collaborate with Desktop Services on PC/Mac image design for computers deployed in classroom, meeting and event spaces.
• Collaborate on system design, upgrades and installation plans for classroom and event technology.
• Evaluate, test, and recommend new technologies that might be adopted by the University or specific departments thereof.
• Act as an IT Help Center liaison for emerging technology.
• Assist with creation of both internal and client facing documentation and communication for existing and emerging technology and new installations as required for project work and operational support. This includes developing and managing product and training content for Tech Ed Web Services websites and ensuring documentation of systems updates and protocols are current and complete.
• Ensure website bu.edu/classrooms accurately depicts technology systems available in each and every classroom and in proprietary and event spaces as appropriate.
• Provide advanced level technical support, field service, installation, repair, adjustments, and maintenance for all technology used in classrooms, meetings and events, including high profile and VIP events.
• Focus on consistently providing best in class support to the technology client community of faculty and staff. Systems supported include: learning management, audience response, digital signage, displays, PC and Mac hardware and software, Unified Communications, audio/visual control and switching equipment, projection equipment, lecture capture, video streaming, web casting, and video recording and production equipment.
• Perform component level modifications on audiovisual equipment.
• Support provided via phone, remote access, email, bench repair, client walk-in requests and field support, and may involve frequent trips across the BU campus.
• Apply independent judgment and improvisation to prioritize incident tickets, planned events, project activity, etc., and improvise as needed to ensure the most urgent incidents and requests are handled efficiently and effectively to the satisfaction of clients.
• Mentor Level I LETS staff members in the delivery of technical support and customer relationship management regarding complex systems and services to high level clients.
• In collaboration with documentation team, develop written and video materials for training on all established and emerging educational and presentation technology systems and services on campus.
• Deliver training materials and programs designed to educate clients, junior staff members and student workers on proper operation of technology systems.
• Write documentation for technology and service offerings to provide all technical details and operational instructions.
• Document the operational aspects of projects and initiatives and maintain and update departmental standard operation procedures.
• Support departmental cross training initiatives by ensuring that all internal staff members are fully trained on operation and maintenance of all technology systems and University practices.
• Develop the orientation and training program for Student Employees.
• Act as a back-up Application Administrator for at least one service, and serve on at least one Service or Platform team as needed with technology services. Such services may include: install, configure, troubleshoot and maintain Third Party classroom technology applications; lecture capture platforms; software programming for small to very large and complex AV presentation systems, incorporating lighting, sound, video, lecture capture screen controls.
• Responsible for integration of associated building blocks, plug-ins, and interfaces to related application and information systems.
• Assist with the technical support and maintenance of the team's workforce management application; plan and implement integration with BU infrastructure, customize and maintain features and data structure, menus, and fields, perform service updates, and handle user management and training.
• Act as a subject matter expert (SME) for 1–2 current or emerging technology concepts, applications, systems, or services, providing an internal escalation point for other IT Help Center and IS&T team members and fostering group-wide communication and collaboration.
• Understand, articulate and implement best practices related to these areas of expertise.
• Provide guidance across the enterprise on how these areas can resolve an organizational need.
• Define business needs, test requirements, and functionality.
• Provide input to the usability experience, and communicate issues to service owners (if applicable).
• Proactively identify potential compatibility issues between other concepts, applications, systems, or services as areas of expertise are updated or changed.
• Responsibly handle and grant top level access utilizing available tools, including command line windows and web graphical user interface (GUI) interfaces.
• Act as a backup subject matter expert (SME) for an additional technology concept, application, system, or service. Examples of such technologies/services include (but are not limited to) lecture capture, digital signage, learning management system (LMS), video streaming, sound reinforcement, video production, component level repair, and design/consulting.
• Support work of management team and design consultant service team as required.
• Maintain knowledge of current and emerging educational technologies through research and participation in professional organizations and user's groups.
• Collaborate with all branches of IS&T to ensure standards and recommendations are understood and adopted by clients.
• Collaborate with other IS&T groups on system design, upgrades and installation plans for classroom and event technology.
• Responsible for correcting and directing work of students. This includes monitoring student employees when on campus for a shift, assessing and documenting performance and identifying performance issues.
• Work collaboratively with management regarding student employee disciplinary actions.
• Responsible for correcting and directing work of Level I Learning & Event Technology Specialists.
• Provide modeling of behavior with regard to customer relationship management and service delivery for technology systems.

Benefits

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

About the Client

This global research and teaching institution operates across campuses in Boston and maintains academic programs in more than 30 countries worldwide, placing it among the most internationally connected universities in the United States. With nearly 38,000 students, more than 4,000 faculty members, and over 300 academic programs, it consistently ranks among the nation's top 50 universities and is a member of the Association of American Universities. The institution received more than $574 million in sponsored research funding in a recent fiscal year, with research strengths spanning computing and data science, engineering for health, infectious disease, neuroscience, photonics, and global sustainability. Teams here include faculty researchers, academic administrators, student affairs professionals, and technology and operations staff dedicated to education and discovery at the highest level.

About GTT

GTT is an NMSDC-certified Minority Business Enterprise (MBE) headquartered in Portsmouth, New Hampshire. GTT is a subsidiary of Chenega Corporation, an Alaska-based company and one of the largest Alaska Native-owned corporations. An Inc. 5000 honoree and one of SIA's Best Staffing Firms to Work For, GTT connects professionals with Fortune 500 organizations across IT, engineering, construction, utilities, life sciences, financial services, and healthcare throughout the U.S. and Canada. We're committed to diverse, inclusive workplaces and to placing people in roles where they can do their best work.

Job Number

26-18501

Industry

Information Technology

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