Berklee College of Music
Support Analyst II
Berklee College of Music, Boston, Massachusetts, us, 02298
Job Description:Under supervision of the Service Desk Manager, the Technology Support Analyst II works closely with and acts as an escalation point for Support Analyst I staff and Service Desk student employees. The Technology Support Analyst is primarily responsible for tier 1 troubleshooting and first call resolution.
DUTIES AND RESPONSIBILITIES:
Perform basic computer software and hardware troubleshooting via telephone, email, Zoom video or in person
Identify and resolve (tier 1) account issues for students, staff and faculty; work with or escalate to Account Support Analyst to resolve
Provide support for common incidents and service requests including, but not limited to, software installation, password resets, authentication of DUO two factor authentication
Assist in Service Desk call center phone coverage as assigned; when needed outside of assigned times
Strive for first contact resolution
Provide clear, accurate and up to date details on troubleshooting, triage, resolution, and communication in support tickets
Actively translate client needs into viable technical solutions
Delegate new service requests to appropriate groups within ITS
Understand how to support and troubleshoot a wide range audio applications and plugins ranging from, but not limited to, Pro Tools, Logic Pro, Cubase, Finale, and iZotope
Understand how to support and troubleshoot digital audio hardware
Regularly contribute to the knowledge base and work with TTS to ensure accurate content
Assist the Service Desk Manager in training and supervision of TTS student employees
Provide coaching and mentoring and operate as an informative resource
Work cooperatively and share knowledge freely with all colleagues
Build strong working relationships with colleagues and clients, meet regularly with department contacts to gain in-depth understanding of their business and computing needs
Work with Service Desk manager on receiving training and certifications relevant to job
Stay informed of technology advancements, specifically those that are used or could be used at Berklee
Stay up-to-date with technology and maintain any required certifications
Participate in required training for both technical and interpersonal skills
Keep ITS staff notified of emerging issues
Participate in projects as assigned
Adhere to all published guidelines
Promote a positive, safe and professional work environment
Perform other duties as assigned
MINIMUM JOB QUALIFICATIONS:
2-5 years of experience in the direct delivery of IT support.
Experience providing both phone support and in person support
Demonstrated experience providing customer service
Bachelor's degree
SKILLS AND ABILITIES REQUIRED:
Functional knowledge of Mac OS and Apple hardware
Working knowledge of Windows OS and PC hardware
Functional knowledge of Google Workspace
Understanding of audio software and plugins; understanding of digital audio hardware; understanding of software synthesizers and plugins, understanding of MIDI technologies and hardware
Strong verbal and written communication skills
Strong technical and analytical skills
Strong interpersonal skills; ability to interact, communicate and work well with others
Ability to translate technical instructions into easily understood steps to a diverse client base
Commitment to exemplary customer service
Strong organizational and time management skills including the ability to prioritize and independently manage a changing workload and schedule
Ability to work with a sense of urgency
Ability to mentor small teams when called upon
Ability to represent needs of the team while working in project groups
Ability to learn existing and emerging computer technologies quickly
QUALIFICATIONS, SKILLS AND ABILITIES PREFERRED:
Apple Certified Support Professional Certification (ACSP)
ITIL v3 Foundations certification
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
DUTIES AND RESPONSIBILITIES:
Perform basic computer software and hardware troubleshooting via telephone, email, Zoom video or in person
Identify and resolve (tier 1) account issues for students, staff and faculty; work with or escalate to Account Support Analyst to resolve
Provide support for common incidents and service requests including, but not limited to, software installation, password resets, authentication of DUO two factor authentication
Assist in Service Desk call center phone coverage as assigned; when needed outside of assigned times
Strive for first contact resolution
Provide clear, accurate and up to date details on troubleshooting, triage, resolution, and communication in support tickets
Actively translate client needs into viable technical solutions
Delegate new service requests to appropriate groups within ITS
Understand how to support and troubleshoot a wide range audio applications and plugins ranging from, but not limited to, Pro Tools, Logic Pro, Cubase, Finale, and iZotope
Understand how to support and troubleshoot digital audio hardware
Regularly contribute to the knowledge base and work with TTS to ensure accurate content
Assist the Service Desk Manager in training and supervision of TTS student employees
Provide coaching and mentoring and operate as an informative resource
Work cooperatively and share knowledge freely with all colleagues
Build strong working relationships with colleagues and clients, meet regularly with department contacts to gain in-depth understanding of their business and computing needs
Work with Service Desk manager on receiving training and certifications relevant to job
Stay informed of technology advancements, specifically those that are used or could be used at Berklee
Stay up-to-date with technology and maintain any required certifications
Participate in required training for both technical and interpersonal skills
Keep ITS staff notified of emerging issues
Participate in projects as assigned
Adhere to all published guidelines
Promote a positive, safe and professional work environment
Perform other duties as assigned
MINIMUM JOB QUALIFICATIONS:
2-5 years of experience in the direct delivery of IT support.
Experience providing both phone support and in person support
Demonstrated experience providing customer service
Bachelor's degree
SKILLS AND ABILITIES REQUIRED:
Functional knowledge of Mac OS and Apple hardware
Working knowledge of Windows OS and PC hardware
Functional knowledge of Google Workspace
Understanding of audio software and plugins; understanding of digital audio hardware; understanding of software synthesizers and plugins, understanding of MIDI technologies and hardware
Strong verbal and written communication skills
Strong technical and analytical skills
Strong interpersonal skills; ability to interact, communicate and work well with others
Ability to translate technical instructions into easily understood steps to a diverse client base
Commitment to exemplary customer service
Strong organizational and time management skills including the ability to prioritize and independently manage a changing workload and schedule
Ability to work with a sense of urgency
Ability to mentor small teams when called upon
Ability to represent needs of the team while working in project groups
Ability to learn existing and emerging computer technologies quickly
QUALIFICATIONS, SKILLS AND ABILITIES PREFERRED:
Apple Certified Support Professional Certification (ACSP)
ITIL v3 Foundations certification
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