BFT USER SUPPORT SPECIALIST NEEDED FOR LONG TERM TEMP JOB AT MGH Job in Boston, Massachusetts US
BFT USER SUPPORT SPECIALIST NEEDED FOR LONG TERM TEMP JOB AT MGH
Job Description Bulfinch Temporary Service is hiring a User Support Specialist to start ASAP and work until September 2012, this position is M-Thurs from 8:30-5pm. The pay range is $20-$30 per hour based on experience and education. Working in Enterprise Research Infrastructure Services (ERIS) group http://rc.partners.org of Partners Healthcare Systems, the Desktop Support Specialist will be responsible for broad range of areas including: client/desktop systems administration and tier 2 and 3 technical support, general application and OS troubleshooting, mobile device and print management, investigator level in-person and phone support, small project implementation, technical training/knowledge management, and security administration. The unifying characteristics of the position are outstanding customer service skills, eagerness to quickly learn new technologies and applications for supportability by research IT core services, versatility and breadth in technical skills, and the ability to help teams and projects successfully accomplish their objectives. Candidates are not expected to be deeply knowledgeable in all areas, but must demonstrate the ability and desire to learn how to support a large and diverse networked environment. Ideal candidates thrive on variety in their daily work, on interaction with customers who are world-renowned leaders in their scientific field, and on working with a wide range of technologies in a decentralized non-standard environment. Principal Duties and Responsibilities ? Technical and Customer Support: provide advanced Macintosh and Windows technical support to end-users and research departments. Analyzes and resolves customer and technical problems involving multiple technologies and platforms including networking, networked and desktop scientific applications and OS related issues. ? Provide break/fix support, setup/installation support, escalation support, and solutions support ? Advise faculty and staff: acts as a subject matter expert for a range of specialized systems within a large portfolio (e.g. remote access expert, mobility expert, Mac/PC Expert, Scientific Computing Services offered through ERIS). ? Create and close work orders for add/moves/changes of customer devices using established standards ? Develop and maintain system documentation as well as training and reference materials for the community using wiki and knowledge management tools. ? Participate is special projects as a member of IS project teams during large deployments and platform migrations. Safeboot/PGP laptop encryption and OS migrations are some examples. ? Responsible for the inventory and tracking of computer related equipment. ? Perform other duties as required by the situation and circumstances (e.g. assist with troubleshooting UNIX, help with relocating servers and desktop workstations, etc) ? Occasionally lift and carry supplies and equipment weighing up to 25 pounds and possible significant fieldwork around the MGH/BWH campus and satellite buildings. ? On occasion, flexible work hours and/or off-hours are required to cover events and special projects. Qualifications ? BA/BS degree required or equivalent combination of skills/experience. ? 5+ years of technical support experience in a large, networked computing environment. Skills/Abilities/Competencies Required ? Must be capable of contributing within a team, exhibit a high level of initiative, and have an eagerness to learn new technologies. ? Demonstrated ability in providing user services to a community with diverse computing needs. ? Candidate must possess advanced knowledge and understanding of Mac OSX, Intel-based in both desktop and laptop configurations (Windows XP/Vista/7) ? Experience with mobile devices like Apple iOS a plus. ? Knowledge and understanding of network and graphics software packages including but not limited to disk encryption software (PGP, SafeBoot), MS desktop office suites, scientific applications, browsers, Outlook, Entourage, and anti-virus. ? Experience with Linux (RHEL 5, Ubuntu) or other Unix-derived systems a plus ? Understanding of common network protocols like DHCP, DNS, SMTP, HTTP ? Experience in a higher education or desk side (in person) support environment desirable ? Ability to multitask and prioritize work requirements ? Excellent interpersonal and communication skills with a demonstration of a professional demeanor Working Conditions Normal office environment Travel to remote buildings is required. Afterhours support