Job Details

IT CLIENT SUPPORT SPECIALIST, Global Programs Technology Support

Position Number: 6577263
Location: Boston, MA
Position Type: Computing - Support and Training

IT CLIENT SUPPORT SPECIALIST, Global Programs Technology Support

Job Description
IT CLIENT SUPPORT SPECIALIST, Global Programs Technology Support

Category
Charles River Campus --> Professional
Job Location
BOSTON, MA, United States
Tracking Code
25500032650917
Posted Date
9/17/2025
Salary Grade
Grade 48
Position Type
Full-Time/Regular

A key member of the Global Programs Technology Support (GPTS) team, the IT Client Support Specialist is responsible for meeting the desktop client support needs of all units within Global Programs, including the Center for English Language and Orientation Programs (CELOP), Study Abroad, the International Students and Scholars Office (ISSO) and Global Support. This position also acts as an internal escalation point and unifying point of contact for all IT-related needs of Global Programs and its units, liaising with the appropriate Boston University Information Services & Technology department (IS&T) to research, investigate and help bring resolution to those needs.

Full Long Name: IT Client Support Specialist

Essential Function 1: CELOP Classroom Support and Faculty / Student training [10%]

Maintains active in-class inventory for all CELOP classrooms, ensuring functional, appropriate, and adequate IT-related assets in each to meet the educational needs of CELOP and its faculty.

Maintains up to date protocols for backup CELOP live-classroom IT support to ensure educational continuity in emergency scenarios.

Provides in-person, real-time support for live-classroom IT issues.

Provides training on how to utilize classroom assets.

Essential Function 2: Global Programs desktop client support [20%]

Through the Global Programs Service Desk, GPTS phone line, and in-person service requests, responds and resolves Global Program units' desktop client support needs, including hardware, software, and training.

Manages and oversees GPTS's ServiceNow ticketing system, including daily audit of all tickets to ensure quality control and timely resolution to all service needs, reporting up to the Associate Director, Finance and Operations on any pending or high impact/high priority items.

Act as Global Programs' central IT resource and IS&T escalation point, triaging requests to the appropriate BU service departments to actively facilitate resolution.

Essential Function 3: Maintains inventory of all Global Programs' IT assets and licenses [20%]

Design and implement IT asset inventory system to monitor, track and account for all Global Programs' IT assets including laptops, desktop, iPads, monitors, docks, etc and related peripherals, maintaining accurate information on user assignments and IT-asset location information.

Ensure GPTS inventory systems (i.e. KACE) and any proprietary BU system are coordinated and remain updated.

Working closely with Study Abroad Operations, maintain Study Abroad Site IT-asset inventory.

Advise on IT-asset inventory needs, preparing proposals for any necessary IT-asset replacements as necessary.

Develops and maintains software license database including FileMaker Pro, Adobe Creative Suites, and other software licenses ensuring accurate tally of active, expiring, and transferrable licenses.

Maintains familiarity with BU-sponsored or subsidized licensing solutions for institutionally available software.

Essential Function 4: Develop, implement and monitor GPTS processes and procedures [25%]

In close collaboration with the Associate Director, Finance & Operations, develop and implement IT onboarding and offboarding procedures and practices ensuring staff, students, faculty, and personnel are provisioned appropriate access in a timely and non-disruptive manner.

Maintain user group data provisioning protocols for Global Programs units to properly map out group-level access provisioning, including SharePoint and Active Directory mapping.

Maintain GPTS-centric knowledgebase related to Global Programs-specific units, software, databases etc to document and house unique, niche-level troubleshooting steps and resolution.

Essential Function 6: Train and manage temporary and student employee workforce [25%]

Develop training program for seasonal, tier-1 level desktop client support student employees, and occasional temporary staff.

Establish recruitment protocols and determine cadence for workforce recruitment including student employees and potential temporary staff.

Recommend semester based student employee schedules to provide adequate GPTS coverage and support.

Directly supervise student employees and lead weekly staff meetings with GPTS staff including student employee to gather client feedback and assess customer satisfaction and quality control, and to discuss best practices for client response.

Required Skills

B.A./B.S. in computer science or related field preferred, knowledge of Windows and Mac operating systems (all versions), 3+ years of technical support experience providing Tier 1 & 2 troubleshooting and direct client support, Highly organized, Customer service oriented, Relevant work experience.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, natural or protective hairstyle, religion, sex, age, national origin, physical or mental disability, sexual orientation, gender identity, genetic information, military service, pregnancy or pregnancy-related condition, or because of marital, parental, or veteran status. We are a VEVRAA Federal Contractor.

Required Skills

Job Location: BOSTON, MA
Position Type: Full-Time/Regular
Salary Grade: Grade 48

To apply, visit https://jobs.silkroad.com/BU/External/jobs/315914