Job Description:
In an environment where technology is an essential tool in music and performance education, the Technology Support Assistant will use their IT expertise and customer service skills to support faculty, staff and students. Support encompasses the selection, use and troubleshooting of software, hardware and cloud based services. The Technology Support Assistant will work in conjunction with other members of the Technology Training and Support department to provide a broad range of end user IT services.
DUTIES AND RESPONSIBILITIES:
Follow best practice ITSM incident and service request management practices to log and track progress on client support requests. Effectively and consistently document, triage, resolve, assign and follow-up on support tickets.
Maintain ownership of tickets assigned until resolution. This includes escalating service requests to appropriate groups when necessary and providing timely client communication according to documented policy.
Provide in person support for student printing issues
Monitor the student printing fleet
Contribute on special projects as assigned.
Build strong working relationships with colleagues and clients, and foster culture focused on serving customer needs
Stay up-to-date with technology pertaining to this position and maintain any required certifications.
Participate in required training for both technical and interpersonal skills.
Promote a positive and professional work environment
Seek out client feedback
Other duties as assigned
MINIMUM JOB QUALIFICATIONS:
1 - 3 years of experience in the direct delivery of IT support
Bachelor’s degree
Experience with configuring, installation and troubleshooting of Mac OS X, Windows, Microsoft Office Suite, peripherals (printers, scanners, etc.) and mobile devices (tablets, phones).
Demonstrated specialized knowledge of Macintosh and Windows operating systems as well as Apple and PC hardware.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
Understanding of audio software and plugins, understanding of digital audio hardware
Understanding of software synthesizers and plugins, understanding of MIDI technologies and hardware
Strong technical and analytical skills.
Strong interpersonal skills in dealing with a wide range of clients with varying levels of computer familiarity.
Ability to translate technical instructions into easily understood steps to a diverse client base.
Strong organizational and time management skills, including the ability to multitask, prioritize, and independently manage a changing workload and schedule.
Strong verbal and written communication skills.
Ability to learn existing and emerging computer technologies quickly.
KNOWLEDGE, SKILLS AND ABILITIES PREFERRED:
This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.
Diversity, Equity, Inclusion & Equal Employment Opportunity at Berklee:
We support an inclusive workplace where everyone excels based on personal merit, qualifications, experience, ability, and job performance. Berklee affirms that inequality is detrimental to our faculty, staff, students, and the communities we serve. Our goal is to make lasting change through our actions. Berklee is committed to providing fair and equitable consideration of all employees and applicants without regard to race, color, religion, ancestry, age, national origin, place of birth, gender, sexual orientation, gender identity or expression, disability, genetic information, or status as a member of the armed forces or veteran of the armed forces, or any other category protected by federal, state, or local law.
As part of this commitment, Berklee will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Team at hroperations@Berklee.edu or call 617-747-2375.
Berklee is committed to increasing the diversity of our institution, community, and the curriculum. Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area.
*Currently enrolled Berklee students are not permitted to apply for staff or faculty positions.*
Employee Type:
Staff
