<p>About Emmanuel College:</p> <p>Emmanuel College-a Catholic, coeducational, residential, liberal arts and sciences college in Boston-has been educating critical thinkers, ethical decision makers and community leaders since 1919. Situated in Boston's Fenway neighborhood within the Longwood Medical and Academic Area, Emmanuel's 17-acre campus is home to nearly 2,000 undergraduate and graduate students. The College provides boundless opportunities for students to expand their worldview through rigorous coursework, significant internship and career opportunities throughout the Boston area and beyond, collaborations with distinguished and dedicated faculty, and participation in a dynamic campus community. Emmanuel's more than 70 programs in the arts, humanities, education, natural sciences, business and nursing foster spirited discourse and substantive learning experiences that honor the College's commitment to educate the whole person and prepare students to emerge as tomorrow's leaders. For more information, visit www.emmanuel.edu.</p> <p>Job Description:</p> <p>The Support Center Analyst (SCA) role provides tier I - III support to all Emmanuel staff, faculty, and students. Using advanced training and system access, SCA's handle more complex technology support requests with direction from the Assistant Director of Operations as well as Systems Analysts. SCA's also provide leadership, mentoring, and quality control for junior Customer Service Representative staff within the IT Helpdesk.</p> <p>Essential responsibilities include:</p> <ul> <li>Manage and execute laptop deployment, maintenance, and support </li><li>Assist in training and development of Customer Service Representative staffing </li><li>Provide tier I-III technology support to staff, faculty, and students on a wide variety of Emmanuel technology offerings </li><li>Create and update technical documentation for all advanced systems and related FAQs </li><li>Upkeep and execute policies and procedures related to the creation of all staff and faculty accounts as part of the HR Access Request process </li><li>Use a variety of knowledge and technical skills in systems and topics such as Windows OS, Mac OS, Windows enterprise environment, enterprise print systems, networking + TCP/IP, VOIP phone systems, and more </li><li>Work in conjunction with the Systems and Infrastructure team to take on new responsibilities regarding advanced system upkeep and support </li><li>Configure, install, and perform routine maintenance on a variety of new technology to end users in accordance with asset management policies and procedures </li><li>Plan and oversee individual projects to ensure their completion to department standards </li></ul> <p>Requirements:</p> <p>Our ideal candidate will possess the following:</p> <ul> <li>A Bachelors Degree in a related science field or equivalent combination of education, certificates, and experience </li><li>3+ years technical customer support experience </li><li>2+ years customer support management </li><li>Strong written and verbal communication skills </li><li>Excellent documentation and communication practices </li><li>Strong knowledge of Windows/Mac OS and Enterprise environments </li><li>Strong knowledge of troubleshooting/repairing computer hardware, peripherals, and audio/visual equipment </li><li>Experience with project management </li></ul> <p>Additional Information:</p> <p>Emmanuel College seeks to create a working and learning environment that reflect the society and community in which we are located, and we actively encourage candidates of all backgrounds to apply.</p> <p>Unless otherwise stated above, this is an on-campus position. This is not a remote or hybrid position as employees are essential in order to provide a fully on-campus, residential college experience for our students and the community.</p> <p>Application Instructions:</p> <p>A complete application must include a cover letter, resume, a statement of purpose, and contact information for three references. In your statement of purpose, please describe how your values, experiences, and professional goals align with Emmanuel College's mission to educate and inspire in a diverse, inclusive environment. We encourage you to highlight your contributions to diversity, equity, inclusion, and belonging in previous roles, as well as your vision for supporting Emmanuel's inclusive and collaborative community.</p> <p>Frequently Asked Questions (FAQs)</p> <p>Powered by</p>