The Technology Services Specialist (TSS) assists in activities that support the MassArt Client Services team and MassArt's community of students, faculty, staff, artists, makers, educators and designers. The TSS regularly performs on-site and in-person technical support for hardware, software, peripherals, and other technology, and support for teleworking staff. The TSS provides tier 1 and 2 general technical support services, and acts as the Subject Matter Expert (SME) and provides tier 3 support for the for Apple technologies including desktop, laptop, mobile devices, macOS and iOS.
•Provides technical support for endpoints and devices running macOS/iOS, Windows and ChromeOS operating systems.
•Provides end-user support for user-focused Technology resources, services and applications, including business productivity and art and design software, access to wired, wireless and VPN networks and enterprise computing resources, telecom services, user support materials, and service management systems.
Configures, deploys, maintains and repairs endpoints (laptops, desktops), mobile devices, printers, and peripherals.
•Serve as the primary application administrator for technology platforms related to endpoint deployment and management of Apple technologies, including but not limited to JAMF and Apple School Manager. Serves as a backup application administrator for endpoint deployment and management platforms for Windows and ChromeOS devices.
•Provides support for internal Technology systems and services to track and secure endpoints, devices and operating systems, including, but not limited to, directory services/Active Directory, endpoint deployment and management tools, anti-virus/malware applications, multi-factor authentication (MFA), security information and event management (SIEM), managed threat detection (MDR), vulnerability assessment and management, and privileged access management (PAM).
•Provides recommendations for ways to improve operations, including optimizing processes and procedures, and technical improvements.
•Maintains and upgrades devices located in campus computer labs. Provides technology consulting services to students, faculty and staff, as needed.
•Provides excellent customer service to all members of the community to maintain and improve user satisfaction.
•Responsible for responding to, documenting, resolving and escalating service tickets in a timely and efficient manner, in the manner prescribed by Technology department policies, process and procedure.
•Provides backup support for the Service Desk as needed.
•Provides tier 2 and 3 level support for all endpoints supported by the college.
Minimum two (2) years configuring, deploying, supporting and managing macOS endpoints using JAMF
JAMF 100 and 200 certification
Experience evaluating, testing, deploying and updating macOS endpoints
Familiarity with Information technology Services Management (ITSM) and Information Technology Infrastructure Library (ITIL)
Prior experience with service desk software.
Preferred Qualifications
Experience supporting macOS endpoints authenticating in a Microsoft AD environment
JAMF 300 and 400 certification
Apple certifications: Apple Certified Support Professional, Apple Certified IT Professional.
Experience with Google Workspace, Active Directory, Office 365 and Adobe Creative Cloud.
Bachelor's or Associate's Degree in Information Technology or directly related field or 3 years of full-time experience applicable to this position.
Founded in 1873, having celebrated its 150th anniversary in 2023, Massachusetts College of Art and Design (MassArt), is the nation's first and only independent, free-standing public college of art and design in the country. MassArt is an inclusive community of thinkers, doers, makers, educators, innovators and leaders striving to shape the future through art and design.
Located in Boston's hub of arts and culture along the Avenue of the Arts, MassArt enrolls 2,000 students and offers a comprehensive range of undergraduate and graduate degrees in 18 disciplines, as well as continuing education and youth programs.
MassArt strives to be a model of diversity and inclusion; the campus community reflects the layers of cultural and self-identity that proudly make up our region, nation, and world. We build effective partnerships with co-workers throughout the College by freely sharing appropriate information and providing assistance to all and maintain an environment that is welcoming to persons of all backgrounds, nationalities, and roles.