IT Support Specialist Navitas accelerates the internationalization of university campuses, providing international students greater opportunity and access to high-quality learning experiences and bringing global perspectives to the university community. Navitas’ proven partnership model delivers expertise, capital and a track record in international education that gives universities the freedom to reinvest their time, money and personnel into capacity building and innovation. By expanding diversity and global connections across college campuses, Navitas fuels universities’ efforts towards sustainable growth while delivering a superior student experience.
Navitas is seeking to employ an IT Support Specialist to join our North American team in Boston, MA. This position will provide high-quality customer service and timely technical assistance to all Navitas North America based businesses and divisions. Key Responsibilities Be the central point of contact on and provide prompt response to all IT service requests raised by Navitas North America businesses via phone, instant message, email, service desk etc.
Provide first level technical assistance and support to incoming queries and/or issues related to software, hardware, business applications, telephone, conference services, remote access, and network connectivity, including but not limited to: o
Ask questions to clarify request, gather more details, assess impact, and/or identify possible causes;
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Walk customer through problem-solving process via email, instant message, remote assistance tool, and/or telephone;
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Run diagnostic programs to resolve problems;
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Install, modify, and/or repair computer hardware and software;
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Administer multifunction copier, VoIP telephones, conference room A/V systems, and other office technology equipment;
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Create, administer, and/or troubleshoot user accounts and access levels in Navitas systems; and
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Prepare and escalate service requests to next level of support team.
Monitor IT service level status; make sound judgement to attend multiple incoming requests to maintain service level.
Follow up on outstanding IT service requests and ensure successfully resolution implementation and customer satisfaction.
Gather feedback from staff about IT services and report to IT management.
Develop and maintain end-user training documents.
Perform other duties as assigned.
Essential Skills, Knowledge and Experience • Bachelor’s Degree or diploma in Information Technology, or similar/related field; •
Strong customer service and troubleshooting skills;
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Demonstrated ability to communicate technical concepts, both verbal and written, to nontechnical staff at all levels;
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2+ years’ experience working in a Windows and Active Directory enterprise environment, including but not limited to:
24 Federal St. 2nd Floor T +1 617 279 0030 Boston, MA 02110 F +1 617 279 2449 United States of America
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IT ticketing system;
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Windows, Mac OS, and/or Linux;
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PC hardware, printers, scanners, computer peripherals, mobile devices (iOS, Android);
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Conference audio and video systems;
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End device connectivity – Ethernet, wireless, TCP/IP, and VPN; and
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Remote Assistance.
• Demonstrated ability to: o
contribute effectively in a team, as well as work independently;
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work in a changing service environment and distributed office setup; and
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achieve specified goals with initiative and enthusiasm.
• Valid driver’s license; • Valid passport and ability to occasionally travel internationally and domestically; and • Legal right to work in the United States. Desirable Skills • Knowledge and/or experience with HTML, CSS, SQL; • Experience working in a distributed office environment, domestically or regionally; • Experience interacting within an international environment; and • Ability to travel throughout North America. What We Offer Navitas is an Equal Opportunity Employer. We offer a competitive compensation and benefits package, and are a values-driven employer. To Apply Please send cover letter and resume to
[email protected]. Applications will be accepted until February 24, 2017. Reference job code 0117NVTITSS in the subject line of your email. Successful applicants will be subject to relevant pre-employment checks, which may include a Criminal Background and/or a Multi-State Sex Offender Registry review.
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