Massachusetts Institute of Technology IT Support Specialist (Escalations) in Cambridge, Massachusetts

IT Support Specialist (Escalations)

  • Job Number:


  • Functional Area:

Information Technology

  • Department:

Information Systems & Technology

  • School Area:

VP for Info Systems & Technology

  • Employment Type:


  • Employment Category:


  • Visa Sponsorship Available:


  • Schedule:

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Working at MIT offers opportunities, an environment, a culture – and benefits – that just aren’t found together anywhere else. If you’re curious, motivated, want to be part of a unique community, and help shape the future – then take a look at this opportunity.

IT SUPPORT SPECIALIST (ESCALATIONS), Information Systems and Technology (IS&T) (2 openings), to support a range of applications and solutions to support both customers and IS&T. Will work directly with customers to identify support issues and with the development team to get those issues resolved; increase satisfaction, deepen client relationships, and effectively manage expectations to a variety of customers; work with the development and engineering teams, accurately describe problems, and translate their technical answers into customer-friendly response; work with a broad range of infrastructure products and basic networking components; maintain and support moderately to highly complex client products, which may include working on one or more projects concurrently as a team member; and help both with the implementation of new administrative products and services and share responsibility for maintaining existing systems.

Job Requirements

REQUIRED: work experience in computer science, information systems, or related field; excellent computer skills including client services technologies and products, i.e., workstations, mobile devices, hardware, and software; strong diagnostic skills and working knowledge of current technologies; at least six years’ relevant technical and business work and team leadership experience; and Macintosh and PC experience; some experience with active directory; customer service orientation; experience with in-person and telephone tech support; excellent written and oral communication skills; understanding of accounts and directory maintenance; networking and email skills; strong analytical problem-solving skills; working knowledge with application design and development; and an understanding of account systems; ability to multitask, work directly with vendors, and ability to quickly learn and understand new software applications. Linux and command line experience a plus. Job #15815


MIT will conduct a background check (including checking criminal records) for the finalist.

MIT is an equal employment opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.