WHAT YOU WILL DO
- Delivers high-quality technical support, including accurate problem identification, proper logging of problem type, and timely escalation to internal Babson IT resources as necessary.
- Provides walk-in support of customer issues at the IT Service Center, logging calls in the incident tracking system, and performing advanced problem resolution.
- Assists with on-campus desk-side support as needed; delivery and set-up of monitors, docking stations, or other peripherals.
- Assists with all aspects of hardware repair on College-issued laptop and desktop computers. This includes diagnosis, parts ordering, documenting, and repair.
- Communicates with end users, both verbally and in writing, regarding problem resolution status, upcoming system changes, or ITSD policies.
- Manages and tracks both laptop inventory and incidents using the Service Center tools, both software and hardware.
- Assumes additional responsibilities as required.
YOUR TEAM WILL INCLUDE
N/A
WHAT EDUCATION AND SKILLS YOU WILL NEED
Bachelor’s Degree
3+ years of experience in a technical support role (or without a Bachelors, 5+ years of equivalent work experience) and A+ technical certification
Must have extensive knowledge and support experience within the Microsoft ecosystem (Windows OS, Office 365, OneDrive/SharePoint)
Must have excellent customer service skills and a proactive customer support attitude.
Must have computer hardware repair experience and possess a strong troubleshooting mentality.
Experience working with identity and hardware management systems, including Entra / Intune/JAMF.
Ability to motivate a team by embracing shared goals and celebrating group achievements. Should be comfortable working in a team-focused environment that includes 10+ student workers.
Envisions and proposes new methods to perform tasks that support Entrepreneurial Thought & Action (ET&A); takes thoughtful risks; and accepts new and ongoing initiatives, objectives, and solutions to gain sought-after results.
Anticipates and embraces change; demonstrates willingness to achieve, acquire, and utilize new skills and challenging tasks; and is flexible in changing conditions.
Ability and interest in learning and testing new technologies.
HOW AND WHERE YOU WILL WORK
Requires work onsite a minimum of 5 days a week for an initial training period then may have the opportunity to work up to one day a week remotely (4 days in office) depending on the time of year; the on-campus requirement is subject to modification based on organizational need.
Must have had a valid unrestricted U.S. Driver’s License for one year, and maintain throughout employment an insurable (as determined by the College’s insurer’s criteria) or a satisfactory driving record; must successfully complete and pass the College’s vehicle training program within the first 60 days of employment; annual or more frequent review of employee’s driving record based.
May require occasional evening or weekend coverage depending on institutional events or service needs.
ADDITIONAL SKILLS YOU MAY HAVE
- Knowledge and experience with MacOS/iOS/Android platform support a plus.
- Familiarity with Lenovo-specific hardware a plus.
This is a non-exempt position with the following pay range: $32.04/hour - $35.60/hour; the role is also eligible for bonuses based on performance and budget.
Babson College offers a comprehensive benefits package for full-time employees working at least 28 hours per week.
- Insurance Coverage: Medical, dental, vision, group life and long-term disability insurance, business travel accident insurance, and mental health benefits.
- Time Off: Starting at 2 weeks of vacation annually, 2 weeks of sick time, 1 week of paid family illness time, 6 weeks of paid parental leave, and 12 paid holidays per year. President’s holidays are determined each year.
- Retirement: Participation in a 403(b) retirement plan with mandatory employee contributions and a 4:1 employer match.
- Additional Benefits: Wellbeing programs, virtual fitness platform, and employee assistance program.
All questions or concerns about this posting should be directed to the Office of Human Resources at [email protected].